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Workspace Experience and Operations Lead UK

About The Role:

The Workspace Experience and Operations Lead UK will lead the strategic delivery of comprehensive facilities management services for our premium financial services client's UK headquarters. This senior leadership role requires a dynamic professional who will drive operational excellence while creating exceptional workplace experiences that align with the client's brand and values.

Key Responsibilities

Strategic Leadership & Operations

• Develop and execute the comprehensive FM strategy for the headquarters location, ensuring alignment with client business objectives

• Lead and manage all hard and soft services delivery, including MEP systems, cleaning, security, catering, reception, and workplace services

• Drive continuous improvement initiatives to achieve operational excellence and industry-leading performance metrics

• Establish and maintain robust governance frameworks, including SLA management, KPI reporting, and regular client reviews

• Manage annual FM budgets and drive cost optimization while maintaining service quality standards

Guest & Experience Management

• Design and implement world-class visitor and employee experience programs

• Oversee premium guest services including VIP hosting, event management, and executive support services

• Lead workplace experience initiatives that enhance productivity, wellbeing, and brand representation

• Collaborate with client stakeholders to understand evolving needs and translate into service delivery improvements

• Manage high-profile events, client meetings, and corporate hospitality functions

Team Leadership & Development

• Lead a multi-disciplinary team of FM professionals, contractors, and service partners

• Foster a culture of excellence, innovation, and continuous professional development

• Implement robust performance management and succession planning processes

• Champion health, safety, and environmental best practices across all operations

Client Relationship Management

• Serve as primary point of contact for senior client stakeholders and C-suite executives

• Provide strategic advisory services on workplace transformation and facilities optimization

• Lead regular governance meetings and present operational performance to client leadership

• Manage stakeholder expectations and resolve complex operational challenges

Required Qualifications

Education & Professional Credentials

• Bachelor's degree in Facilities Management, Engineering, Business Administration, or related field

• Professional FM qualifications (BIFM, RICS, or equivalent) preferred

• Minimum 10+ years progressive experience in senior FM leadership roles

• Proven track record managing large-scale corporate headquarters or financial services environments

Core Competencies

• Deep expertise in integrated FM service delivery across hard and soft services

• Strong commercial acumen with experience managing multi-million pound budgets

• Exceptional client relationship management and stakeholder engagement skills

• Demonstrated success in driving operational excellence and service transformation

• Experience with workplace experience design and employee engagement initiatives

Leadership & Technical Skills

• Outstanding leadership and team management capabilities

• Strong analytical and problem-solving abilities

• Excellent communication and presentation skills for C-suite audiences

• Proficiency in FM technology platforms, CAFM systems, and data analytics

• Knowledge of regulatory compliance requirements in financial services environments

Key Performance Indicators

• Client satisfaction scores and NPS ratings

• Operational KPI achievement (uptime, response times, quality scores)

• Budget performance and cost optimization delivery

• Health, safety, and compliance metrics

• Employee and visitor experience feedback scores

• Sustainability and environmental performance targets

What We Offer

• Competitive salary and performance-based incentives

• Comprehensive benefits package including healthcare and pension

• Professional development opportunities and career advancement pathways

• Exposure to cutting-edge workplace technologies and innovation

• Opportunity to shape the future of workplace experience in financial services

Location

Client headquarters, London (with occasional travel to other UK locations)

Reporting Structure

Reports to: Regional FM Director Direct Reports: Operations Managers, Service Specialists, Administrative Support

This role presents an exceptional opportunity for a senior FM professional to lead operational excellence while creating world-class workplace experiences in one of London's premier financial services environments.

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Location:

On-site –Birmingham, GBR

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email [email protected] or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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