Workplace Manager

Cushman & Wakefield•Hillsboro, OR

1d•Onsite

About The Position

As a key member of a global team, the Workplace Manager is responsible for service delivery and ownership of their assigned location within the Client’s estate. This role ensures services are delivered to agreed contractual service quality, commercial, and compliance requirements. The Client is a Global Software & Solutions Provider, and Cushman & Wakefield is retained to provide Workplace Management (WM) services globally. Key interfaces include Client Workplace Director(s), the dedicated C&W Account-based team, Client colleagues, C&W contracted third-party service providers, and C&W Platform team members.

Requirements

Commercial awareness of the nature and operation of outsourced managed services contracts.
Knowledge of FM processes and best practice.
Knowledge of people management.
Knowledge of Health & Safety legislation relevant to the Workplace Management industry.
Knowledge of communications and colleague engagement as they relate to Workplace management.
Good communication, presentation, and negotiation skills.
People management skills.
Relationship management skills.
Effective supply chain management skills.
Effective budget and cost management skills.
Project management skills.
Fluent English speaker.
Team player.
Committed to service excellence.
Presentable and highly professional.
Flexible.
Proactive.
Confident and calm under pressure.
Natural problem solver.

Responsibilities

To be the visible leader of the Workplace team within North America.
To own and be accountable for the working environment of the region, ensuring a consistent high-quality workplace experience for colleagues and visitors at all times.
Line management of the region’s Workplace team, ensuring full compliance with both C&W processes and expectations and Client requirements.
To understand and live the Client values, articulating their meaning and application in WM responsibilities, and ensuring the team does the same.
To understand, commit to, uphold, and articulate the Operating Principles of the C&W-Client contract.
To understand Client priorities globally and as they apply to the region.
To ensure that deployed resources are appropriate at all times, providing an evidenced case for adjustments to the Client Regional Workplace Manager and/or the Global Workplace Director.
To ensure all direct reports have a measurable Development Plan with a clear career path.
To raise non-compliant performance and conduct issues of the C&W team in the region with line management and/or C&W Human Resources, collating and providing evidence.
To ensure all third-party services are delivered to the commitments of the global contract.
To recommend changes to third-party supplier arrangements where service quality, commercial, or compliance matters are compromised.
To establish and maintain relations with key Client colleagues in all locations, acting as a trusted source of assistance and support.
To regularly interact with fellow Workplace Managers in other regions and identify/share innovations with the network for the benefit of the global contract.
To manage the 9-point Key Performance Indicator (KPI) system for the location, based on colleague, commercial, and compliance metrics, and provide management reporting.
To effectively manage minor works as directed by the Client and ensure appropriate resources are deployed.
To ensure the Workplace Guide (full services directory) for the location remains up-to-date.
To work closely with the Client IT team to ensure a seamless service in areas such as access and security, visitor management, desktop IT, network availability, and reprographics.
To engage with C&W published Research & Insight material and webinars to stay informed on evolving best practices in workplace management and contribute to continuous improvement.
To effectively and diligently manage cost against budget for the region, reporting as required, and identifying potential cost savings opportunities.
To identify any risks or threats to meeting budget as soon as they are known.
To effectively and diligently manage the commercial risk of the region, maintaining an up-to-date register to minimize and mitigate potential effects of known and unforeseen risks.
To effectively and diligently manage health and safety in the region, minimizing or removing the potential for lost time incidents, completing all required audit requests, and liaising with specialist colleagues.
To ensure the location complies with the defined foundation standards (‘Client Workplace’) using the assessment tool, reporting and costing upgrades where required.
To effectively and diligently manage sustainability within the region as directed by the Client.
To effectively and diligently manage the requirements of the Client Business Continuity Programme (BCP) within the region.