Workplace Experience Manager
The CBRE Workplace Experience Manager role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate and service leader. In this role, you would provide workplace services and support to increase individual well-being, personal productivity, and organizational effectiveness together with an understanding of Facility Management, Supplier management and health and safety. As part of the Workplace Experience team, the Workplace Experience Manager is responsible for leading the Workplace Experience co-ordinators and site teams in creating a supportive and comfortable atmosphere by welcoming visitors and supporting all employee-facing services and management of the facilities and assets in a compliant and safe way.
Essential Duties and Responsibilities
Provides Leadership and management duties to support the delivery of the full range of Workplace Services. Services include, but are not limited to:
Leading Workplace Experience Teams in
all facets of their responsibilities
Host Experience
Health & Safety
Facilities Management
Supplier Management
Staff Management/Training & work schedules
Workplace Onboarding
Performance Management
Managing the Workplace Experience team to operational and Hospitality excellence inclusive of all aspects of performance management, training and positive employee engagement.
Cooperating and coordination to assist the Engineering Lead to manage the Technical and Operational aspects within the Facilities Services line, supplier management and Performance of operational excellence.
Ensures client and company materials comply with client and company brand guidelines.
Utilizes and maintains integrity of databases and other digital tools associated with service delivery, as requested.
Responds to customer requests and complaints regarding Workplace Experience services.
Maintains positive partnering relationships with vendors that provide services and goods to the office.
Administers Workplace Experience team member and third party service provider onboarding process, including new employee orientation, training, equipment and software ordering.
Assists in the completion of the office Business Continuity plan.
Manages information as it relates to tools and technology associated with Building Assets.
Manages Health & Safety inspections, incident reporting as it relates to the site and ensures compliance at all times.
Complies with all Emergency procedures inclusive of up to date escalation matrix, point of contacts for emergency preparedness and procedures.
Complies with CBRE policies and procedures, ensures up to date information is transferred to staff and information is retained on the agreed shared folder.
Positively contributes to the required KPI’s of the Contract inclusive of all savings targets.
Understand risk and delivery mitigation strategies.
Excellent relationship and stakeholder management with the Global Team adhering to the instructions from your Manager and Alliance Director in a timely manner.
As it relates to any risk, inform your Manager and/or Alliance Director of any risk associated with Facilities Services that may result with business interruption, non‑compliance, non‑adherence to CBRE’s RISE Values.
Performs other duties as assigned.
Ensure there are no examples of non‑compliance to CBRE’s RISE Values.
Ensure the contribution to positive morale within the team, support of the regional team’s goals and plans, providing a contribution of solutions to challenges and being the positive influencer of achieving operational excellence for the team on the ground.
Ensure finance and sourcing information is accurate, timely and performed in a compliant and proactive manner, inclusive of PO’s being raised proactively, and support to all sourcing of quotations and contracts as is required.
Supervisory Responsibilities
Supervisory responsibilities are inclusive of CBRE’s RISE values.
100% of mandatory training for self and those under the reporting lines.
Compliance of CBRE people management systems.
Diversity employment targets met.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience
HS Diploma or GED required. A minimum of 4-5 years related experience (e.g. staff management, hospitality, facilities management or Customer Service roles) is preferred. Hospitality management is an advantage.
Certificates and/or Licenses
As appropriate.
Communication Skills
Ability to comprehend and deliver both strategic and operational recommendations and instructions. Ability to write comprehensive reports/correspondence. Ability to respond to common inquiries or complaints from clients, co‑workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.
Comfortable meeting and engaging with new people.
Proactive in communication at all times, ensuring a comprehensive understanding of information by the recipients together with ensuring deadlines are met.
Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
Positive mentoring and communication skills are essential. The “Can Do” communication offering assistance with solutions.
Financial Knowledge
Requires medium knowledge of financial terms and principles, particularly as it relates to Contracts & Savings initiatives. Detail and accuracy as it relates to budgets and forecasting is essential.
Reasoning Ability
Ability to understand and carry out general instructions in complex situations. Ability to solve problems in complex situations. Requires reasonable analytical skills inclusive of risk and mitigation skills.
Other Skills and/or Abilities
Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.
Best candidates will have a genuine interest in anticipating and serving the needs of others. A warm demeanor and desire to collaborate with others is key.
Scope of Responsibility
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short‑term impact to co‑workers and direct reports.
Safety
Complete at satisfactory level all required and assigned HSE training.
Follow all activity policies and procedures, including all HSE related requirements at all times.
Positive participation in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.
Report any condition which you feel could result in an accident or injury and/or stop work if required.
In addition
Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment. Maintain and wear at all times required appropriate personal protective equipment (PPE). Apply appropriate material handling techniques at all times.
Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts, etc.) if properly trained, qualified and authorized to do so.
CBRE, Inc. is an Equal Opportunity and Affimative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans).
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