Director, Workplace Strategy and Operations

Purpose of Job 

The Head of Workplace Operations reports to the MD Corporate Services and is a member of the function’s senior management team and has a pivotal role in shaping the Bank's strategy and policies relating to the efficiency of the Bank's current and future premises.  The role is accountable for the management and ongoing operations of EBRD London Headquarters, ensuring that the colleague and customer experience is market-leading and safe. The role will drive simplification in the operations space ensuring that the delivery of the ‘end to end’ experience is seamless and adds value. The incumbent will act as a single point of contact for all issues and escalations to maintain performance standards and ensure any underperformance is addressed. In addition, the position develops and recommends the Bank’s strategic approach to its workplace and translates this strategy into related policies and plans.

The role holder will drive and deliver integrated solutions with the support of technology and external partner teams and support the development of the EBRD Future of Work strategy.

The role will work closely with the Head of Resident Offices to provide consultancy on related workplace and operational services e.g cleaning, catering, engineering, small projects etc.

Accountabilities & 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 third-party suppliers, providing clarity on roles and responsibilities. This includes 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.  Ensure any underperformance is addressed and there is no negative impact on the colleague experience.
• Hold overall accountabilities for all issues and escalations related to EBRD London Headquarters.
• Leads change management engagement with the Board of Directors.
• Actively manage spending within the 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 buildings' 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 the 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 ensuring all targets and plans are adequately approved and interlock achieved.
• Drive the strategic development and management of key departmental systems and databases, including but not limited to, the Real Estate system, ASD Helpdesk, Permit to Work (Health and Safety System), CAFM and Space/Resource booking systems, to ensure they align with organisational goals and deliver optimal performance.
• Accountable for the engagement and effective overall management of staff of the Division through effective overall 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.

Knowledge, Skills, Experience & Qualifications

Experience should include, but should not be limited to:

• 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

What is it like to work at the EBRD?

Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in. 

The EBRD environment provides you with:

• Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in;
• A working culture that embraces inclusion and celebrates diversity;
• An environment that places sustainability, equality and digital  transformation at the heart of what we do.

Diversity is one of the Bank’s core values which are at the heart of everything it does.  A diverse workforce with the right knowledge and skills enables connection with our clients, brings pioneering ideas, energy and innovation. The EBRD staff is characterised by its rich diversity of nationalities, cultures and opinions and we aim to sustain and build on this strength. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities.  As an inclusive employer, we promote flexible working and expecting our employee to attend the office 50% of their working time.

Please note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted (for further consideration).