Workplace Operations Manager

Description

A PwC Workplace Operations Manager (WoM) is focused on the operational delivery of IWS (Infrastructure, Workplace and Secretarial) services through both direct and alternative delivery models, delivering Facilities and Office Management solutions for PwC. Your role directly contributes to the client and visitor experience of our built environment, the factors that influence it and a range of physical, technological and business solutions that are shaped by the Firm's culture and values.

The role is instrumental in the development and delivery of an agile workplace and customer experience with innovation and evolution at its core, to inform and respond to our stakeholders and wider business needs and aspirations. The Workplace Leader and Service Owners will develop service models, delivered through your connected execution and vision t hat will reimagine the workplace and its purpose of delivering value and solutions in line w ith the Firm's purpose. You can influence and inform the development of those solutions.

You will create impact and value through the building of strong and productive relationships, able to advise and influence key stakeholders within the designated office and where applicable, in the wider Firm.

Responsibilities

Leading the " One Team ", our on-site operational support team locally in line with our Service Owners strategic direction to ensure the workplace is safe and reporting on any issues in order to create a safe and harmonious environment. Driving improvements in the teams creative processes and capabilities with a strong attitude to teamwork and professional development. Considering fresh perspectives on how to communicate with your teams to engage and motivate them and inspire those around you through periods of change. To manage the timely, efficient and cost-effective provision of Workplace Services collaborating closely with our approved supplier partners in strategic planning and operational activities leveraging your technical expertise and insights Ensuring all services are delivered in accordance with the agreed specifications and Service Level Agreements (SLA's).

Leadership

• To be able to flex your leadership style to the demands of the situation or person to engage and motivate your team, while also creating your personal leadership vision and authentic purpose, sharing this with Leadership and Service Owners.
  
• To reimagine the possible by enhancing the PwC welcome experience for our people and clients from the moment they enter our building. To care and take pride in your environment and build confidence in our brand.
  
• You will remain curious and proactively structure your continuous personal and professional development undertaking training of methods and tools constantly disrupting and challenging yourself.
  
• To upskill , coach and lead individuals & teams that are empowered, accountable and able to anticipate the future.
  
• To promote being Open Minded within our office teams and challenge poor
  
• behaviours to promote a culture where everyone in our One Team has access to opportunities and feels able to bring their authentic self and experiences to work
  

Project Management

• You will reimagine the possible by transforming the way employees work to drive collaboration, innovation, productivity, and deliver a great customer experience within a quality management system and governance framework.
  
• Have a proven ability to self-motivate , work independently, manage time effectively as well as a track record of working professionally and collaboratively as part of a wider-team seeking diverse views and perspectives.
  
• Being innovative and creative in shaping and delivering projects, assessing risks, driving conclusions, reviewing the output and exceeding the expectations of our stakeholders.
  
• To be resilient and deliver self assured responses reacting positively and managing resistance.
  
• Communicate confidently and effectively, both in digital, written and verbal form.
  
• Effective conflict management by challenging behaviours whilst maintaining the integrity of the Firm's brand and strategy.
  

Facilities Management

• Previous experience is required in the facilities management industry , building management systems, landlord relationships and customer service. Knowledge of Health Safety & Environmental procedures and legislation and, as a minimum, IOSH Managing Safely certification.
  
• Provide a pivotal role in best allocation and utilisation of space for fast-paced re-organising of current floor plates, expansions or new office buildings.
  
• To implement any new processes and procedures in line with business driven activities in order to support PwC's 'Living Portfolio' and ever changing environment.
  
• Leading the support network to ensure standards are met and maintained in line with accreditations. Attending and participating in external audits to ensure the business receives recertification. To be responsible for all compliance documentation ensuring it is regularly updated and maintained.
  
• To respond appropriately to live emergency situations in order to support Business Continuity Management and Security . To escalate where necessary to the Incident Controller and support premises reoccupation. Attend incident rehearsals with Landlords and local tenants to proactively plan for live emergency situations.
  
• You will have health and safety responsibility consulting with your stakeholders providing guidance and assessing risk on areas of practical quality, health, safety and environmental issues, ensuring deficiencies are reported to the Quality Health Safety & Environmental team in a timely manner.
  
• To keep PwC at the forefront of the workplace and achieve operational excellence , the expectation is that you will have knowledge and a strong understanding of how technology impacts employees and the client experience. Seeking opportunities for improvement of working practises and driving digital innovation and realising opportunities for operational efficiencies . Familiarity with the G Suite collaboration tools would be beneficial
  
• To conduct regular supplier/contractor meetings to monitor Key Performance Indicators and ensure that Service Level Agreements are met in accordance with service specifications. Providing constructive feedback to quickly resolve or escalate issues and lead on improvement.
  
• To nurture relationships and maintain close liaison with our Landlords and Managing Agents supporting our Real Estate team.
  
• A degree of flexibility is required to sometimes provide out of hours support