Workspace Experience and Operations Lead UK
About The Role: The Workspace Experience and Operations Lead UK will lead the strategic delivery of comprehensive facilities management services for our premium financial services client's UK headquarters. This senior leadership role requires a dynamic professional who will drive operational excellence while creating exceptional workplace experiences that align with the client's brand and values.
Responsibilities
* Develop and execute the comprehensive FM strategy for the headquarters location, ensuring alignment with client business objectives.
* Lead and manage all hard and soft services delivery, including MEP systems, cleaning, security, catering, reception, and workplace services.
* Drive continuous improvement initiatives to achieve operational excellence and industry-leading performance metrics.
* Establish and maintain robust governance frameworks, including SLA management, KPI reporting, and regular client reviews.
* Manage annual FM budgets and drive cost optimization while maintaining service quality standards.
* Design and implement world-class visitor and employee experience programs.
* Oversee premium guest services including VIP hosting, event management, and executive support services.
* Lead workplace experience initiatives that enhance productivity, wellbeing, and brand representation.
* Collaborate with client stakeholders to understand evolving needs and translate into service delivery improvements.
* Manage high-profile events, client meetings, and corporate hospitality functions.
* Lead a multi-disciplinary team of FM professionals, contractors, and service partners.
* Foster a culture of excellence, innovation, and continuous professional development.
* Implement robust performance management and succession planning processes.
* Champion health, safety, and environmental best practices across all operations.
* Serve as primary point of contact for senior client stakeholders and C-suite executives.
* Provide strategic advisory services on workplace transformation and facilities optimization.
* Lead regular governance meetings and present operational performance to client leadership.
* Manage stakeholder expectations and resolve complex operational challenges.
Qualifications
* Bachelor's degree in Facilities Management, Engineering, Business Administration, or related field.
* Professional FM qualifications (BIFM, RICS, or equivalent) preferred.
* Minimum 10+ years progressive experience in senior FM leadership roles.
* Proven track record managing large-scale corporate headquarters or financial services environments.
Core Competencies
* Deep expertise in integrated FM service delivery across hard and soft services.
* Strong commercial acumen with experience managing multi-million pound budgets.
* Exceptional client relationship management and stakeholder engagement skills.
* Demonstrated success in driving operational excellence and service transformation.
* Experience with workplace experience design and employee engagement initiatives.
Leadership & Technical Skills
* Outstanding leadership and team management capabilities.
* Strong analytical and problem-solving abilities.
* Excellent communication and presentation skills for C-suite audiences.
* Proficiency in FM technology platforms, CAFM systems, and data analytics.
* Knowledge of regulatory compliance requirements in financial services environments.
Key Performance Indicators
* Client satisfaction scores and NPS ratings.
* Operational KPI achievement (uptime, response times, quality scores).
* Budget performance and cost optimization delivery.
* Health, safety, and compliance metrics.
* Employee and visitor experience feedback scores.
* Sustainability and environmental performance targets.
What We Offer
* Competitive salary and performance-based incentives.
* Comprehensive benefits package including healthcare and pension.
* Professional development opportunities and career advancement pathways.
* Exposure to cutting-edge workplace technologies and innovation.
* Opportunity to shape the future of workplace experience in financial services.
Location
Client headquarters, Birmingham (with occasional travel to other UK locations).
Reporting Structure
Reports to: Regional FM Director
Direct Reports: Operations Managers, Service Specialists, Administrative Support.
This role presents an exceptional opportunity for a senior FM professional to lead operational excellence while creating world-class workplace experiences in one of Birmingham's premier financial services environments.
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