Officer, Office Service Management

## Job Purpose To manage and optimize the utilities and facilities system at the Head Office (23 Le Duan) to establish and maintain a Grade-A working experience for employees and partners. This role plays a pivotal part in operational budget planning, workspace optimization, and leading digitalization initiatives within internal service management.  ## Key Accountabilities (1) A. Utility Management & Internal Customer Experience Enhancement Lead the coordination of key utility services: Seating plan, meeting room infrastructure, functional areas, parking, printing, and internal events... for a scale of ~1,500 personnel.  Collaborate closely with Service Supervision, Technical, and Security teams to maintain the highest standards of hygiene, landscaping, facilities, and operational safety; proactively manage emerging risks in accordance with Techcombank’s standards.  Act as the Single Point of Contact (SPOC) to directly resolve feedback/complaints regarding office services. Take accountability for the Customer Satisfaction Score (CSAT) of employees working in the building.  B. Financial Management & Cost Allocation Develop and control the annual Operating Expenditure (OPEX) budget for the unit and the building.  Operate the cost allocation model between internal departments and strategic partners (MSN) based on actual space utilization and seating occupancy.  Manage building legal records, ensure the accuracy of payment documents, contracts, and conduct Service Level Agreement (SLA) inspections/acceptance of contractor service quality.  C. Digitalization & Continuous Improvement Utilize Power BI data tools to standardize reporting, measure service KPIs, and automate cost calculation processes.  Propose improvement solutions (Lean/Automation) to optimize response times and enhance accuracy in asset and utility management.  D. Compliance & Coordination Monitor and promote compliance with Bank and Building regulations among employees and visitors to maintain a professional working environment.  Smoothly coordinate between technical departments, security, and external partners to ensure the definitive resolution of operational incidents.  ## Key Accountabilities (2) 2. Archives: - Develop regulations, processes, standards/guidelines for archival services applied to HO and branches. - Organize and manage clerical work at Head Office: receive - process - track - store outgoing/incoming documents - The focal point to receive incoming mail, deliver mail to employees working in the HO Building and control the Courier Service Provider at the Head Office Building. - Manage and use the legal entity seal (circle) of the Bank in accordance with the Bank's regulations/Law and carry out the work. Duplicate internal text. ## Success Profile - Qualification and Experiences   Experience: Minimum 2-3 years of experience in Facility Management or Corporate Administration within large-scale organizations, Grade-A office buildings, or luxury hotels.  Technical Skills:  Data-driven mindset: Proficient in Excel and Power BI for cost data analysis and operational report visualization.  Solid understanding of budget management and legal regulations pertaining to office building/bank head office operations.  Mindset & Soft Skills:  Customer-Centric: Service-oriented mindset with a focus on internal customers.  Ownership & Professionalism: Decisiveness in task control, highly proactive, and takes ultimate responsibility for outcomes.  Stakeholder Management: Sophisticated communication and coordination skills to manage diverse stakeholders with different interests (TCB & Partners).