Senior Manager, Operational Excellence, Customer Services, 12 Month FTC/Secondment

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Job description

Connect to your Industry

The Workplace Services team, made up of over 600 people and part of the wider Central Business Services (CBS) function, are responsible for managing the workplace environment that enable over 20,0000 Deloitte people in the UK to do business with their clients. By creating the right spaces and infrastructure they ensure Deloitte colleagues can work how, where and when it suits them in a sustainable, safe, and secure way.

The Head of Client Services, part of the Workplace Services management team, plays a crucial role in ensuring that everyone coming into our offices receives a memorable experience. This involves setting the strategy for our service partners, ownership and management of various areas such as our Front of House experience, catering standards and our on-floor experience, all underpinned by reporting, insights, and a dedicated focus on continuous improvement.

This role presents an exciting opportunity to collaborate within the leadership team, contributing innovative ideas and initiatives while continually striving to realise the Workplace Services vision "To create the best workplace experience for everyone". It also offers an excellent opportunity for skills development within a leadership team.

The CBS - Workplace Services function is people-led, embracing a flexible and family-friendly approach, promoting a healthy work-life balance with a strong emphasis on wellbeing.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other , foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most .

Connect to your opportunity

The Workplace Services team are a 'people led', 'environmentally friendly' and 'data driven' function. Their wide range of services and support at a national level, includes coffee bars to cleaning, floor management to front of house client services, grounds maintenance to gyms, security to sustainable environments, and energy to engineering.

They use advanced analytics, with a focus on service excellence, accountability, and an ambition to evolve (by using modern technologies, by supporting new ways of working and by ensuring scalability), all informing their position as advisors to their customers and clients on leading workplace solutions that make an impact that matters.

Working in a diverse and unique environment, the individual, reporting directly into the head of the function, will:

• Ensure our Front of House experience is market leading, creating memorable experiences for our clients and customers when visiting a Deloitte office. There should be a focus on having a consistent level of service across all our UK offices.
• Own the National catering strategy and ensure its delivered to exceptional standards with a focus on the quality of food and service. Continuously monitor and benchmark our offer to ensure we stay best in class. Proactively seek feedback from the business to enable a continuous improvement mindset within the team.
• Manage and shape the on-floor experience for our businesses. Blending the right level of proactive face to face support with self-service. Ensure of service partners are working together effectively to provide the best level of service for our customers.
• Manage the day-to-day relationship with our front of house and catering providers, ensuring service level agreements are being met.
• Manage all relevant departmental budgets.
• Provide support to other areas as necessary.

Connect to your skills and professional experience

You're a natural communicator with interpersonal skills. You build and maintain effective relationships with stakeholders and colleagues through clear and concise communication of complex information. You facilitate discussions between various departments and teams and hold strategic and problem-solving capabilities.

It is essential that you;

• Have the demonstrated ability to collaborate for measurable impact through working effectively across multiple teams and levels of seniority in a corporate environment, whilst demonstrating adaptability and discretion when navigating often sensitive matters.
• Have experience of managing large outsourced soft services contracts in high end corporate offices including full financial accountability.
• Are a multi-tasker who can demonstrate agility to meet deadlines, often with short notice, while maintaining attention to detail and always serving with integrity.
• Can influence senior stakeholders including executive level within the business by producing sound business cases and proposals.
• Can operate with minimal input from senior leadership, exercise excellent judgement and decision making and be totally customer service driven.

Connect to your business - Enabling Functions

Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.

Central business services

We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

"Collaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you will make a far-reaching impact." - Deloitte employee

Our hybrid working policy

You'll be based within commuting distance to London with hybrid working. There is a requirement to attend the London office 2-3 times a week.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers

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