Job Description

Job Title Senior Site Operations Lead

Summary



The Senior Site Operations Lead is responsible for the management and delivery of site operations, ensuring consistently high levels of customer service satisfaction and safety compliance at all times. This role will also be responsible for aligning operations, supporting service delivery, key stakeholder relationships, reporting and governance for Client\xe2\x80\x99s Corporate offices in their remit.

The Senior Site Operations Lead will support, lead, coach and develop the onsite team including Customer Experience Associates and indirectly lead the onsite Facilities team, ensuring delivery of all contractual scope and activities that influence the site as well as aligning, supporting and collaborating with the other Senior Site Operations Leads, Facilities Managers, Space Occupancy and Analytics major and minor projects and Change and Comms teams ensuring a consistent workplace experience. This role will also coach, support and provide guidance while delivering and navigating the complex corporate commercial structure.

This role will guide and collaborate with a range of external vendor partners and stakeholders to provide exceptional workplace experiences and service to residents, guests and the community whilst supporting the Regional Operations Lead and providing coaching, support and guidance to other Workplace Leads.

The Senior Site Operations Lead will establish strong relationships with all Building Managers ensuring that Client\xe2\x80\x99s interests are considered and addressed while reporting significant changes and updates are communicated with the Regional Lead.

Successful individual will require strong financial understanding and will have ownership and reporting responsibilities for invoicing, budgets, accruals, and forecasting.

A key critical task will be establishing a strong and thorough understanding of client needs and expectations ensuring a strong relationship is built and sustained with the Property & Workplace Principal while reporting and delivering governance for their locations.

This role will be accountable for the scope of services under the contract that are delivered onsite and will collaborate with internal stakeholders to ensure all financial, compliance, regulatory requirements and KPI\xe2\x80\x99s are met or exceeded.

This is a people leadership role and will be responsible for recruitment, onboarding, engagement, retention, performance management and training of all people within the Operations organisation structure.

This role may have direct reports located in a remote site as well as in the site they are located. Where more the role is responsible for more than one site, travel to other sites within their remit is a requirement of this role

Site Operations

• Lead and deliver all site operations, ensuring consistently high levels of customer service satisfaction and strategic delivery of IWS in line with operational requirements
• A safety first focus, ensuring compliance by all staff and vendors with Client\xe2\x80\x99s and Cushman & Wakefield\xe2\x80\x99s safety processes and procedures, adhering to a minimum of Australian Standards globally
• Lead a varied team of professionals across the site.
• Develop a strong professional, collaborative and supportive culture.
• Demonstrate clear understanding of complex corporate structures
• Ensure all escalations are effectively managed and promptly resolved
• Ensure all workplace tasks are being managed within agreed timeframes and procedures are followed accurately when closing out jobs
• Has a strong working knowledge of the key site contacts, amenities and business stakeholders
• Reports/resolves any workplace, and/or soft service issues promptly
• Liaises with all contractors and Facilities team to ensure the site facilities as above are being used for the correct purpose, are clean and maintained to the highest standards
• Coordinate site operations to ensure continuity of property services with minimum disruption to the client\xe2\x80\x99s business operations and maintaining optimal employee/resident/guest experience
• Align with portfolio KPI\xe2\x80\x99s and performance metrics to ensure contractual compliance
• Preparation and submission of reports as required and as directed by the Client and/or Regional Lead and Account Director
• Attend and document team and client meetings with appropriate work stream leaders, key contractor monthly meetings and works in progress meetings
• Deliver and engage with Change and Comms and participate in projects and experiences
• Ensure site is aligned with other offices in the portfolio
• Align and collaborate with the facilities management (FM) services team including capital works project management, asset management and maintenance, environmental services, health safety and procurement services, ensuring maximum customer satisfaction.
• Understand the facilities management service, which encompasses ad hoc maintenance, fire, mechanical, electrical support and the help desk function, following environmental safety guidelines
• Ensure teams are delivering tasks such as audits, reports & spot checks

Budget & Reporting

• Deliver service and activities in line with budget and reporting requirements
• Work with the Finance and Facilities Management teams to develop, monitor and deliver annual opex and capex budgets, monthly accruals and quarterly forecasting for all sites under their remit
• Maintain spend against budget in accordance with your scope of accountability
• Understand, align and promote the procurement process in accordance with the global procurement policy, including for reactive and planned purchase orders.
• Deliver performance reporting to all stakeholders, following contract and corporate obligations
• Monitor and review financial performance for both scheduled and ad-hoc maintenance works and review and approve as required under delegation
• Preparation and submission of reports as required
• Understand and deliver governance responsibility for all locations in your remit

People Leadership

• Lead a team and ensure the team are trained and coached to be able to provide an exceptional customer service experience for employees, residents and guests
• Manage appropriate workload distribution and priority setting.
• Supervise and lead team members with a focus on engagement and high performance by ensuring individual goal setting, development plans and career conversations are in place and updated regularly
• Provide support and guidance to all Workplace Leads as directed by the Regional Lead
• When required provide 2IC support to the Regional Workplace Lead and collaborate with other Senior Stream Leaders with in the contract such as Occupancy, Change and Comms, Facility Management and Projects as required

Others

• Proactively review workplace systems / processes to innovate and continuously improve the customer journey and workplace experience
• Performs other duties as requested by your direct manager
• Provides relief services during leave and overload periods
• Occasional requirement to work extended hours due to resident requests or to assist with major functions/events
• Development of operational standards / playbooks / operating manuals for all aspects of the client workplace

You are:

• Bachelor Degree in Facilities Management
• 5years\xe2\x80\x99 Facilities Management or Workplace related experience including including strategic and operational asset management
• Experience in leading, developing, managing and coaching medium to large multi-displinary teams, some of which are remotely located
• Excellent communication and interpersonal skills
• Strong client focus and customer experience mindset essential
• Demonstrated experience in stakeholder/contractor management
• Proven leadership ability, administrative ability, technical background and project responsibility experience required
• Excellent technical, interpersonal, and analytical skills
• Excellent written and oral communications skills
• Strong computer and systems knowledge

Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to . Please refer to the job title and job location when you contact us.

Cushman & Wakefield