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What You’ll Do

The purpose of this newly created role in the LAB Operations Team is to create a ‘great place to work’ for our London employees and visiting clients to our office. The London office is a flagship office in our LAB (London, Amsterdam, Brussels) system, being the largest office, and the focus needs to be on creating and maintaining a ‘hub’ and thriving center, not only for our London-based employees but also for visiting employees from Amsterdam and Brussels; a destination place to work.

The Facilities & Operations Senior Manager will be responsible for leading the delivery and optimization of a portfolio of best-in-class services and facilities at the local level, that cater for local requirements, and ensure parity with other LAB offices, creating a high-quality experience for the system as whole and encouraging inter-LAB mobility.

They will work closely both with the Office Leader for London and local HR & Operations leadership, to support the delivery of their local goals for the office environment, and employee experience, and the LAB Operations Senior Director and the rest of the LAB Operations Leadership Team, to deliver LAB-wide projects and improvements for the benefit of all offices.

Your responsibilities will include:

Leadership of the day-to-day Operations for our London office

• Lead and execute the delivery of all local services and facilities, including Reception, Catering, Cleaning, M&E, Logistics
• Oversee in-house teams, all London vendor contracts and on-site vendor teams, day-to-day, ensuring SLAs and KPIs are adhered to and the highest levels of service delivery, coaching where required to improve performance
• Continuously look to improve the local office environment, local services and facilities, and employee / visiting client experiences – work in partnership with the Director, Operational Excellence on local/LAB-wide operational improvements.
• Exercise sound commercial judgment and effectively track and manage all services within agreed Opex budgets, also local Capex project budgets – liaising with and conducting regular budget reconciliation meetings with local and LAB-Finance teams where required.
• Manage communications and engagement with the Landlord and respective teams, to ensure a strong and collaborative relationship.

Health & Safety (HSE) and Compliance

• HS&E lead and responsible person on-site (internal mandatory training, risk assessment, DSE’s, Accident and near miss investigation) as supported by H&S consultants and Compliance / Auditing.
• Active member of the Incident Response Team, regularly updating IRT documentation and organizing the bi-annual table-top exercises, to ensure systems and processes are robust and well maintained.
• Ensure regulatory and compliance systems and processes are maintained in line with change to regulatory requirements, and BCG policy.

FOH/Events & Meetings Management

• Oversee the delivery of front of house / reception services to a high standard for all visitors and employees.
• Execute the delivery of all events and meetings within the London office, including working closely with internal stakeholders, the building reception to ensure a seamless visitor journey for guests, and IT/AV to ensure a good experience of technology.
• Work in partnership with the Director, Employee & Client Services, and team, to ensure a world-class FOH experience, consistent with LAB-wide standards, and high-quality events and meeting services for our employees and clients (on-site / off-site).

Management and Leadership of London Operations Team

• Develop and inspire a high performing team of local resources / vendor personnel and grow that capability, as required, either with BCG or vendor resources, to meet the demands of the site.
• Define clear roles and responsibilities within the operations team ensuring accountability and ownership and good cross-team working, also partnership with other local BST teams, i.e., IT/AV and HR.
• Participate in onboarding and induction of new joiners to BCG, completing office tours and presentations
• As a key member of the LAB Leadership Team, build strong relationships with your peers, contribute actively and with a positive mind-set to any LAB-wide activities, discussions and initiatives, to ensure their success.
• Partner with your local Amsterdam and Brussels Workplace Operations Manager counterparts, to understand their needs and provide strategic Operations solutions across all LAB offices.

Project Management

• Ownership and delivery of business improvement projects and office programs, across London, i.e., business continuity planning, incident response, and contribution to large-scale office programs across LAB, when required, i.e., roll-out of new technologies across all 3 sites.

Data Reporting & Analysis

• Effective tracking of key operational metrics related to London, i.e., local attendance, space utilization, etc. that affords local leadership a detailed view of their real estate investments; space utilization, employee behaviors, and allows for the aggregation of data to a LAB level for a management dashboard.

What You’ll Bring

• 10+ years’ experience working in an operational / service delivery leadership role in-house in an organization
• Experience working in a fast-paced professional service firm environment
• Extensive technical knowledge in a range of building services disciplines across facilities or estate management, with experience of managing both in-house teams and out-sourced providers
• Extensive knowledge of HS&E obligations, and experience in all practical aspects of deploying HS&E compliance
• Good with data; ability to analyze and interpret both technical and financial information
• Excellent English skills (verbal and written communication)
• Excellent communication and presentation skills; confident user of the Microsoft Office Suite
• Ability to influence senior stakeholders with reason and logic
• University degree preferred
• Event management and client-experience related projects preferred

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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