Cluster Manager

Job title : Cluster Manager

Job Summary

• The Cluster Manager is responsible for the effective management and performance of multiple facilities within an assigned cluster.
• The role ensures the delivery of high-quality facility management services, operational efficiency, client satisfaction, compliance with company standards, and achievement of agreed financial and service targets across all assigned sites.

Responsibilities
Cluster Operations Management:

• Oversee the day-to-day operations of all facilities within the assigned cluster.
• Ensure the effective delivery of technical, soft and support facility management services.
• Monitor site performance and ensure compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conduct regular site inspections and operational reviews.
• Identify operational gaps and implement corrective actions.

Team & Performance Management:

• Supervise and provide leadership to Facility Managers, Site Supervisors and other site teams.
• Set performance expectations and monitor team productivity.
• Support recruitment, onboarding, training and development of site personnel.
• Conduct performance reviews and address performance or disciplinary issues appropriately.
• Ensure adequate staffing and effective deployment of resources across assigned facilities.

Client & Stakeholder Management:

• Maintain strong relationships with clients and key stakeholders across the cluster.
• Act as the escalation point for major operational and client-related issues.
• Attend client meetings and service review meetings as required.
• Ensure client complaints and service requests are addressed promptly.
• Identify opportunities to improve client satisfaction and retention.

Technical & Maintenance Oversight:

• Ensure preventive and corrective maintenance activities are effectively planned and executed.
• Monitor the performance of MEP systems, building infrastructure and other facility assets.
• Ensure timely escalation and resolution of major technical issues.
• Monitor contractors and service providers to ensure quality and compliance with agreed standards.

Financial & Commercial Management:

• Monitor operational costs and ensure effective utilisation of resources.
• Support the preparation and management of site budgets.
• Monitor procurement, contractor costs and expenditure across assigned facilities.
• Identify opportunities for cost optimisation without compromising service quality.
• Support revenue protection and achievement of commercial targets.

Health, Safety, Quality & Compliance:

• Ensure compliance with HSE policies, statutory requirements and company procedures.
• Monitor implementation of risk assessments, emergency procedures and safety standards.
• Ensure all facilities maintain required operational and compliance documentation.
• Investigate incidents and ensure appropriate corrective and preventive actions are implemented.

Reporting & Continuous Improvement:

• Review and consolidate operational reports from assigned facilities.
• Prepare regular cluster performance reports for management.
• Monitor KPIs, SLAs, maintenance performance, client satisfaction and other operational metrics.
• Identify trends and recommend initiatives to improve service delivery and operational efficiency.
• Drive continuous improvement initiatives across the cluster.

Key Perfomance Indicators (KPIs)

• Achievement of agreed site and cluster KPIs.
• Client satisfaction and retention.
• SLA compliance and service delivery performance.
• Preventive maintenance compliance.
• Reduction in operational downtime and recurring faults.
• Effective cost and resource management.
• Staff productivity and performance.
• HSE and regulatory compliance.
• Timely and accurate operational reporting.

Requirements

• Bachelor’s Degree or HND in Facility Management, Engineering, Estate Management, Building Technology, Business Administration or a related discipline.
• Professional certification in Facility Management, Engineering, Project Management or a related field is an added advantage.
• 5–8 years’ experience in Facility Management, Property Management, Engineering, Operations or a related field.
• Minimum of 3 years’ experience in a supervisory or managerial role, preferably managing multiple facilities or sites.
• Experience managing client relationships, service providers, contractors and multidisciplinary teams.
• Experience in commercial or residential property management is an added advantage.

Skills:

• Strong leadership and people management skills.
• Excellent client and stakeholder management skills.
• Strong knowledge of facility management operations and maintenance.
• Financial and budget management skills.
• Strong problem-solving and decision-making abilities.
• Excellent communication and negotiation skills.
• Strong analytical and reporting skills.
• Ability to manage multiple sites and competing priorities.
• Good knowledge of HSE, SLA and KPI management.
• Proficiency in Microsoft Office and facility management systems.