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Hong Kong, Hong Kong SAR, HK

Internal Service Expert

About Swiss Re


Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. We cover both Property & Casualty and Life & Health. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work.



About the Role:

•    To better align with business needs and with the global operating model, drive excellence in service delivery.
•    To create value to our customers (Swiss Re) by collaborating with other departments and our clients to generate solutions,
•    Maintain the smooth operations of the office by providing an efficient and cost-effective facilities management to our customers. 
•    Provide expertise in Event Management in Hong Kong and coordinate with the regional event manager on the support of Level A conference & events.

Primary Responsibilities
Conference & Events Management (40%)
Provide expertise in event management
•    Co-ordinate and deliver onsite/ offsite / virtual event for Hong Kong
•    Co-ordinate with Facility Assistant on the catering arrangement
•    Training
-    Provide training and coaching to business on the event applications where required 

•    As per C&E catalogue and associated service levels perform following services;
‑    Requirement assessment; Assessing requirements, R&R definition
‑    Creation and concept; Budget estimation/ tracking, venue sourcing, feasibility check
‑    Planning and design; Accommodation/ transport planning (Service Level (SL) A and B only), Requirement for using event app & agency (SL A only)
‑    Communication (SL A only); Invitation management by using event app
‑    Logistics; Service and equipment sourcing, venue handling/ infrastructure/ layout, F&B organization, accommodation/ transport (SL A and B only), name badge preparation (SL A and SL B only), access badges, delivery/ courier services, security check, invoice handling 
‑    Production; Premise preparation, briefings, rehearsals
‑    Event execution (Hong Kong only); Registration, event flow/ coordination, crisis management
‑    Post event; final cost overview 

•    Multimedia Hands & Eyes Support
‑    Support onsite AV and VC/TP requests
‑    Coordinate with tea lady on room set up requirements


Facilities Management (FM) (30%)
•    Supervise, co-ordinate and administer FM services for HK office.
‑    Daily, monitor and maintain office facilities including equipment, furniture, services etc.
‑    Proactive identification of any issues and marshalling resources to closure autonomously.
‑    Engage with appropriate external parties (building management, cleaners, maintenance etc…) to maintain the delivery standard and driving rectification of issues.
‑    Assist with monitoring and maintenance of critical equipment including IT Room power and cooling.
‑    Prepare and implement annual maintenance schedules for critical equipment and maintain the Facility Planner.
‑    Identify areas for efficiency and develop cost saving initiatives for IEM activities.
‑    Attend to all equipment and door alerts.
‑    Coordinating vendors to rectify alerts and perform checks

Workplace Management (5%)
•    Update the workplace report and close the task ticket for new joiner.
•    Proactively regular check the workplace and coordinate with vendor to fix problem
•    Maintain an up-today HK office asset list.
•    Coordinate with RSR to update office layout, workplace number in workplace management tools.
•    Promote Agile Workplace Environment emphasizing on the 5 respects of Agile Workplace. As a change champion to reinforce the 5 respects and conduct regular check on clear desk policy and take follow-up action.
Service Desk Management (5%)
•    Oversee the FM Service Desk requests created in ticketing system, with focus on priority tickets as they arise.
-    Provide a weekly review of open tickets to the team highlighting and managing gaps to ensure consistent service delivery.
-    Ensure action on ticket response and resolution on time and completed with accuracy.
-    Promote ContactOne ticketing system to encourage user to create ticket on their request.
•    Oversee the CRES mailbox and follow-up with users on their request.  Respond promptly and to generate SNOW tickets (as required), action, update and close tickets.
•    Prepare staff communications (SCOM) for CRES topics.    

Safety & Security (5%)
•    Perform duties as Deputy Safety & Security Officer for HK office.
‑    Emergency Organisation: Maintain sufficient warden and first aid officer in each floor. Liaise and coordinate all first aid and fire warden trainings before the evacuation exercise. 
‑    Arrange external first aid course for first aid officer.
‑    Workplace Health & Safety: Ensuring safety at work. Implementation of the (local) work safety regulations, first aid concept, and pandemic precaution plans etc.
‑    Safety Training: Ensuring that designated staff are trained to assist other employees in case of fire, evacuation, first-aid issues and clarifies the roles at assembly areas. Arrange evacuation/ notification exercise based on planned schedule.     
Other Administration (10%)    
•    Create PO and arrange payment timely.
•    Provide CRES induction to new joiners and update the slides deck where required.
•    Support the Head CRES Hong Kong on ad hoc project and administrative tasks as required. Delivery of output to be accurate and on time.
•    Oversee the operational risks, propose and implement action to mitigate the risks. 
•    Annual review and update the location operation manual.
•    Maintain the budget plan.
•    Act as back-up to handle urgent matters during the absence of Head CRES Hong Kong.    

Secondary Responsibilities    
Support CRES team members as requested or when on leave (5%)
•    In the absence of Facility Assistant (FA)

‑    Provide relief to Front of House staff with the ability to perform the primary responsibilities of the Facility Assistant and provide receptionist service support at front desk.


About You: 
•    Minimum 5 years' hands on experience in facilities management and or hospitality services industry. 
•    Minimum 3 years' experience as an event planner/ manager.
•    Proficiency in Microsoft applications (word, PowerPoint, Teams and excel) and Outlook.
•    Proficiency in market known event tools (Slido, Teams Live, Zoom, Qualtrics, Cvent etc)
•    Fluent in speaking Cantonese, English and Mandarin.
•    Ability to multi-task and adapt to changing environments.
•    Customer service attitude with analytical mindset.
•    Excellent time management and communication skills
•    Positive team player and able to work independently.
•    Think and work proactively to provide solutions to solve problems.
•    Ability to meet deadlines with a high degree of efficiency and attention to detail.
•    Excellent organizational skills and efficient working style.

Reference Code: 113427 


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