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Overview
Workspace Experience and Operations Lead UK
The Workspace Experience and Operations Lead UK will lead the strategic delivery of comprehensive facilities management services for a 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.
Key Responsibilities
Strategic Leadership & Operations
* 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
Guest & Experience Management
* 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
Team Leadership & Development
* 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
Client Relationship Management
* 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
Required Qualifications
Education & Professional Credentials
* 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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Location:
On-site –Birmingham, GBR
Content has been refined for readability and to align with formatting guidelines. If this job description resonates with you, we encourage you to apply. For adjustments to the application process, please contact the appropriate team channels.
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