Senior Facility Manager

Senior Facility Manager

The Senior Facilities Manager (SFM) is responsible for the strategic and operational oversight of a large retail branch portfolio, leading a team of Facility Managers, and vendor partners to deliver safe, reliable, and cost-effective facility services. This role serves as the primary liaison between the client, field operations teams, engineering resources, and service providers, ensuring all retail locations are maintained to the highest operational standards while supporting business continuity, customer experience, regulatory compliance, and financial objectives. The SFM is accountable for portfolio performance, operational KPIs, budget management, capital planning, vendor governance, and continuous improvement initiatives across multiple regions.

Portfolio Operations Leadership

• Provide leadership and oversight for a portfolio of retail banking branches and associated facilities.
• Ensure consistent delivery of maintenance, repair, janitorial, landscaping, snow removal, life-safety, engineering, and environmental services.
• Lead Facility Managers and Mobile Engineering teams in executing preventive maintenance, inspections, and route-based maintenance programs.
• Monitor facility conditions and service delivery to ensure branches remain safe, operational, and client ready.
• Drive proactive maintenance strategies that reduce business disruption and improve asset reliability.

Client Relationship Management

• Serve as the primary point of contact for client leadership regarding facility operations, performance, and escalations.
• Partner with client stakeholders to understand operational priorities and develop solutions that improve branch performance and occupant experience.
• Lead regular operational reviews and business updates focused on KPIs, trends, risk mitigation, and continuous improvement opportunities.
• Ensure prompt and effective resolution of client concerns and service issues.

Financial Management & Budget Oversight

• Develop and manage annual operating budgets, quarterly forecasts, and financial plans for the retail portfolio.
• Review expenditures, purchase orders, work orders, and vendor invoices to ensure financial compliance and cost control.
• Identify cost-saving opportunities while maintaining service quality and operational performance.
• Support development of five-year capital plans focused on asset lifecycle management and facility improvements.

Asset Management & Capital Planning

• Lead portfolio-wide asset management initiatives, ensuring accurate asset inventory and equipment condition assessments.
• Utilize maintenance history, lifecycle data, and operational trends to prioritize capital investments.
• Support development and execution of capital projects including HVAC replacements, roofing projects, generators, electrical infrastructure, branch renovations, and facility upgrades.
• Ensure capital planning aligns with business objectives, risk reduction strategies, and operational requirements.

Vendor & Contract Management

• Manage service providers responsible for retail facility operations, including maintenance, janitorial, landscaping, pest control, security, and specialized trades.
• Conduct vendor performance reviews and establish accountability measures tied to service levels and contract requirements.
• Lead competitive bidding processes, contract negotiations, and RFP activities.
• Ensure contract compliance, invoice accuracy, and achievement of service-level expectations.

Performance Management & Data Analytics

• Monitor key performance indicators including:
• Work order completion
• Preventive maintenance compliance
• Response times
• Inspection quality
• Vendor performance
• Budget adherence
• Client satisfaction
• Analyze trends and recurring operational issues to identify root causes and corrective actions.
• Leverage reporting tools, dashboards, and CMMS platforms to drive operational decisions and improve portfolio performance.
• Deliver executive-level reporting and business reviews to clients and senior leadership.

Team Leadership & Development

• Lead, coach, and develop Facility Managers and Mobile Engineering personnel.
• Drive accountability, engagement, and professional development across the field organization.
• Conduct performance evaluations and create development plans aligned with organizational goals.
• Support workforce planning, succession planning, hiring, and onboarding activities.
• Foster a culture centered on safety, customer service, operational excellence, and continuous improvement.

Safety & Compliance

• Ensure compliance with all applicable regulatory, environmental, health, safety, and corporate requirements.
• Support emergency preparedness, business continuity, and incident response programs.
• Lead corrective actions resulting from audits, inspections, and compliance reviews.
• Promote a strong safety culture across all retail locations and service providers.

Key Competencies

• Retail Facilities Operations
• Leadership & Team Development
• Financial Management
• Asset Lifecycle Management
• Capital Planning & Project Management
• Vendor Management
• Client Relationship Management
• Strategic Planning
• Operational Analytics & Reporting
• Process Improvement
• Risk Management
• Communication & Executive Presence

Education

• Bachelor's Degree in Facilities Management, Engineering, Business Administration, Real Estate, Construction Management, or related field preferred.
• Equivalent combination of education and relevant experience will be considered.

Experience

• 8-10+ years of facilities management experience supporting large retail portfolios.
• Minimum 3 years leading Facility Managers, Engineering teams, or multi-site operations.
• Experience managing branch environments, critical building systems, asset management programs, and service-provider networks.
• Experience with CMMS platforms, work order management systems, and operational reporting tools.
• Knowledge of HVAC, electrical, plumbing, roofing, life-safety, emergency power, and building infrastructure systems.
• Experience developing budgets, business plans, capital forecasts, and operational KPI reporting.
• Demonstrated success leading client-facing operations within a large, geographically dispersed portfolio.

This version aligns much more closely with a Retail Banking Senior Facilities Manager role supporting hundreds of branches, Mobile Engineering teams, Route-Based Maintenance programs, inspections, capital planning, vendor governance, and executive client reporting.