Workplace Portfolio Strategist

A Workplace Experience Manager oversees the entire occupant and guest experience within assigned portfolios, prioritizing human-centric engagement-focused activities to deliver an exceptional workplace experience.

This role involves managing teams, site operations, service contracts, sourcing, procurement, and financial decisions to achieve operational excellence while ensuring safe working practices.

The Workplace Experience Manager serves as the primary liaison between clients and the Workplace team for workplace activities at the country level.

• Develop existing talent and capabilities into the Workplace Team.
• Leverage technology and digital platforms to enhance workplace efficiency, automate processes, and personalize employee experience.
• Create spaces and foster opportunities for collaboration and community-building.
• Develop and manage Client relationships, ensuring that expected service levels are achieved.
• Comply with all requirements of the Client contract, meet or exceed Key Performance Indicators.
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback.
• Encourage an environment that supports teamwork, cooperation, performance excellence, and personal success.
• Lead the team to deliver operational excellence.
• Develop the skills and capabilities of the team through training, performance assessments, to empower, engaged, and motivate the team.
• Manage resourcing of the team and develop a succession plan for key team members and on-site Vendors.
• Oversee the fulfillment of all operational requirements according to the scope of work.
• Create and implement streamlined operational procedures and performance metrics to enhance efficiency, accuracy, system reliability, and consistency.
• Support regional initiatives such as user experience programs, system roll-outs, regional training programs/workshops, and other initiatives by driving consistent implementation across the Region.
• Lead client-specific initiatives such as technology roll-outs, benchmarking, and best practices, etc.
• Ensure site financial operations meet or exceed targets, adhering to all financial processes and controls.
• Ensure compliance with Health, Safety, Environment, and Risk Management policies and procedures.
• Maintain data integrity of all systems across regional systems and conduct periodic audits.
• Meet or exceed SLA/KPI scores, ensuring information and reports are shared and uploaded on Client's portal.
• Hire, attract, and retain a team of top talent and ensure company standards are met.
• Monitor and manage staff performance based on Individual Performance Management criteria.
• Address user complaints and concerns with effective solutions and follow-up.
• Review and audit supplier/service provider performance to confirm fulfillment of contractual obligations.
• Conduct regular and detailed floor inspections.
• Ensure Work Order system is monitored, and any defective items/service are addressed and/or rectified in a timely manner.
• Provide support for critical out-of-hours issues and as a key team member in responses to emergency situations.
• Coordinate churn work and minor project works requested by users.
• Oversee and manage change management process.
• Report building incident through established escalation channels, proposing measures and solutions.
• Manage and maintain an up-to-date vendor contract database.
• Oversee vendor procurement processes and manage contract execution and negotiation, including preparation of tender documentation and contracts in accordance with agreed guidelines.

Reports and presentations may be required to service delivery and overall business needs.