Director, Workplace Strategy and Operations

The Director, Workplace Strategy and Operations leads the management and ongoing operations of the EBRD London Headquarters, ensuring a market-leading and safe colleague and customer experience. The role is responsible for developing and implementing workplace and facilities management strategies, managing supplier relationships, and driving operational excellence and change management initiatives.

Responsibilities

• Oversee and strategically manage the delivery of the contract and commercial commitments with outsourced third parties and all other direct supplier relationships, obtaining value from the integrated service approach.
• Lead and manage relationships with the third-party suppliers, providing clarity on roles and responsibilities, including Canary Wharf Management Group who are the Landlords for EBRD London HQ.
• Leverage third-party supplier relationships to drive cost effective operations, utilising Management Information to identify efficiencies and maintain performance standards, ensuring any underperformance is addressed.
• Hold overall accountabilities for all issues and escalations related to EBRD London Headquarters.
• Lead change management engagement with the Board of Directors.
• Actively manage spend within approved budget in line with Banks/CS approval processes.
• Provide robust financial information in support of planning and budgeting.
• Drive strategic use of tools, data and technology to develop solutions and consistent high-level reporting and actionable MI.
• Continually assess the building operational risks and controls, legal and regulatory requirements, operational procedures and practices.
• Promote and develop innovative approaches leading to constant review and improvement of services of the function to the Bank.
• Accountable for management of annual capital and operational budgets to ensure efficient use and alignment of resources and capabilities.
• Oversee the internal customer experience and implement strategies to effectively measure and enhance success.
• Ensure that facilities and supplier activities comply with health & safety, fire standards, insurance requirements and relevant local/national mandatory standards.
• Collaborate with third parties to improve service, risk and cost.
• Proactively manage internal stakeholders offering solutions to meet their needs and ensure all targets and plans are adequately approved and interlock achieved.
• Drive the strategic development and management of key departmental systems and databases, including Real Estate system, ASD Helpdesk, Permit to Work, CAFM and Space/Resource booking systems.
• Accountable for the engagement and effective overall management of staff of the Division through effective performance management.
• Champion and role model the Bank’s Behavioural Competencies and Corporate Behaviours, ensuring adherence within the team(s) so that the highest standards of integrity and ethical conduct are exhibited at all times.

Requirements

• Excellent experience in Building / Facility Management and Hospitality.
• Ability to create customer focused solutions that deliver a seamless colleague experience.
• Strong interpersonal and communication skills with the ability to communicate at all levels with maturity and diplomacy.
• Demonstrated ability to network and manage stakeholders, work collaboratively and manage outsourced partners and third parties.
• Knowledge in workplace strategy, change management and design.
• Leadership in driving change and delivering collective outcomes.
• Experience in problem solving, planning and delivery.
• Excellent organisational and project management skills.
• Extensive experience in leading and substantially supporting and contributing to change efforts on an institutional level.
• Experience in financial management, including devising budgets and related contractual activities.
• Ability to successfully analyse and resolve complex strategic and technical problems and priorities to optimise efficiencies.
• Proven ability to negotiate and manage complex agreements with both, external and internal parties.
• Significant experience and skills in customer service, with an outcome orientated approach

Skills

• Building Management Systems
• Facilities Management
• Hospitality Management
• Customer Service
• Workplace Strategy
• Change Management
• Stakeholder Management
• Outsourced Partner Management
• Project Management
• Finance Management
• Budgeting
• Contract Management
• Negotiation
• Problem Solving
• Operational Excellence
• Organizational Planning
• Leadership
• Communications Skills

Languages

English