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 Banks strategy and policies relating to the efficiency of the Banks 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 under performance 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.

Background

The role has the overall responsibility for developing and recommending for approval Workplace, Change Management and Facilities Management Strategies, which influence the way in which the Bank operates and directly impacts effectiveness and efficiency and shapes the Real Estate portfolio of the Bank. 

The incumbent is responsible for implementing a robust supplier strategy ensuring the Bank is receiving a best value service, measure the supplier performance by tracking key metrics to ensure that suppliers consistently deliver a high-quality colleague and customer experience.

This role will also identify, assess and manage risks that could arise from working with third party suppliers to help protect against disruptions, prevent service issues and associated financial loss.

The incumbent devises and leads workplace and facilities change efforts to ensure required flexibility in efficient and effective response to the Bank’s evolving objectives and business needs. Within this functional area, and inter-departmentally, the role leads efforts to develop models and innovative approaches aiming at improvement of the Bank’s overall effectiveness and efficiency in use of its resources and capabilities. 

The Head of Workplace Operations will ensure operational excellence of all facility services, including but not exclusive to Facilities Management; Cleaning, Catering, Mail Room & Printing, Engineering and Project Management.

The role holder will work closely with other functions e.g. Health & Safety, Security, Building Services, IT and SMART Workplace in the delivery of projects and will act as a trusted advisor to the Bank on workplace best practice.

The role holder has direct responsibility to deliver against the CS cost targets, portfolio metrics, sustainability and overall agreed service level targets related to EBRD London Headquarters and will support the Bank in delivering its ESG targets.

Facts / Scale

The role requires engagement and interface with Bank staff and key stakeholders including Board members, responsible for the management of third-party suppliers and maintain a relationship with Canary Wharf Management who are the landlords of EBRD London HQ.

The role holder will assess the building operational risks and controls ensuring actions are closed on time and in line with policy.  Stakeholder management is a key aspect of this role, interacting with the business whilst delivering / implementing services.

The incumbent is responsible for leading and motivating a diverse team across the Bank to ensure workplace and operations best practice is effectively delivered into the business.  This role will delegate for the MD Head of Corporate Services.

• Manages a team size of 11 employees
• Manage the Bank’s HQ workplace and accommodation requirements e.g. c. 2600 heads in a real estate of c. 367,000 sqft
• Manage a budget of approx. £28M
• Manage and responsible for HQ Project consultants, supply chain/sub-contractors
• Leading and managing facilities related Projects, Workplace Strategy, Space Management, Engineering, Building Services, Facilities (cleaning, catering, printing, reception, dining room).
• Responsibility for programme and capital works required in executing the Real Estate Strategy for HQ Project to support the MD Corporate Services.
• Leading a team size of 11 employees staff within workplace operations and contractors operating in London HQ in support of over 2000 Bank’s staff.
• Management of large and medium size contracts in support of the Bank’s operations
• Management of the divisional procurement portfolio within the Bank with up to 15 diverse contracts signed on average annually.

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 the 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 to 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 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 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 are engaged 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? / About 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.  

At EBRD, our Values – Inclusiveness, Innovation, Trust, and Responsibility – are at the heart of how we work. We bring these to life through our Workplace Behaviours: listening well and speaking up, collaborating smartly, acting decisively with full commitment, and simplifying to amplify our impact. These principles shape our culture and define our success. We seek individuals who not only share these values but are also committed to embedding them in their daily work, fostering a positive and high-performing environment. 

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. Our workforce reflects a broad range of backgrounds, perspectives, and experiences, bringing fresh ideas, energy, and innovation and enhancing our ability to serve our clients, shareholders, and counterparties effectively.
• A hybrid workplace that offers flexibility to teams and individuals; that is based on trust, flexibility and connectedness. 
• An environment that places sustainability, equality and digital transformation at the heart of what we do. 
• A workplace that prioritises employee wellbeing and provides a comprehensive suite of competitive benefits. 

Diversity is one of the Bank’s core values which are at the heart of everything it does.  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, gender identity, sexual orientation, age, socio-economic background or disability.   

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).