Regional Senior Director, Workplace Experience and Operations

Who We Are

FTI Consulting is the world's leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world's leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy, and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.

At FTI Consulting, you'll be inspired and empowered to make an impact on headline matters that change history. Working side by side with the world's leading experts in your field, you'll be surrounded by an open collaborative culture that embraces diversity, recognition, professional development and most importantly, you.

There's never been a more exciting time to join FTI Consulting and this is where you will do the most exciting and fulfilling work of your career.

Are you ready to make an impact?

About the Role

The Regional Senior Director of Workplace Experience & Operations is a leadership role initially responsible for the management of business functions and oversight of New York flagship location, 3 satellite metro area locations and the Boston office. This includes direct supervision of the NY - 1166 office location. You will lead a team that leverages technology, workplace design, hospitality and business services to deliver a best-in-class workplace experience environment for approximately 1,130 employees across multiple locations.

This position reports to and supports the Managing Director of Global Operations. This role will also have the opportunity to grow in scope as well as support the development of an evolving vision of an FTI branded Workplace experience for the Americas office portfolio - including the visioning, developing and deploying of processes that improve the consistency of office operations, budgeting, communication and general coordination across the Americas.

In this role, you will have initial oversight of daily operations and supervision of the NY team to deliver and dotted line reporting to you from other locations' Workplace staff:

• Workplace Services for employees and visitors, including Reception, Conference Center, Pantry Service, Catering Orders, Onboarding, and Meeting/Event Management (office, segment, training, etc.).
• Operations Services such as Facilities Management, Security, Repairs and Maintenance, Space Utilization (Hoteling/Moves/Adds/Changes), Mail/Print/Supplies, Emergency Preparedness, Contingency Plans and Vendor Management.
• Overhead expense operating budget development, monitoring, variance analysis and expense control activities.

This role requires the ability to collaborate effectively on a peer basis with many corporate functions - including Global Real Estate (GRE), Information Technology Group (ITG), Human Resources (HR), Finance, Marketing - as well as FTI's diverse range of consulting practice groups.

The ideal candidate will have national/Americas-wide experience, be forward-thinking and hospitality-focused, have comfort working with emerging workplace technology and the ability to support facilities management and operations in a fast-paced environment.

What You'll Do

• Team Management and Development
  • Manage, train, and motivate Workplace Experience team to exceed expectations and deliver excellence across the suite of services within our portfolio.
  • Design and help implement guidelines, best practices, and standards for cross-functional service teams.
  • Responsible for Talent Management needs of team, including recruitment, training, development, employee relations, performance management and compensation.
• Workplace Services - Oversight of the Following Services/Functions
  • Colleague/Visitor Reception and Guest Services
  • New Hire Onboarding - Greet, ID Badge, Condeco Setup, Office Tours, General Questions
  • Condeco/Seating - Facilitate Troubleshooting, Assist in Problem Resolution.
  • Pantry/Lounge Service - Order Food, Beverage, and Supplies; Restock, Maintain Readiness and Cleanliness
  • Office Supplies - Order Office Supplies and Business Cards; Restock, Maintain Readiness and Cleanliness
  • Facilities Management - Coordinate Repairs, Maintenance and Deliveries with Building and all Vendors.
  • Print Production and Mail/Courier Services
• Financial Management
  • Develop annual overhead operating budgets for each location
  • Identify cost saving opportunities e.g., supplies, in-house consumables
  • Review expenses monthly, develop variance explanations
  • Review and approve invoices in each location
  • Develop local resources to provide assistance with financial management
• Hospitality and Event Management
  • Oversee assignment, set-up, and usage of Conference Rooms.
  • Track and monitor conference room usage, perform data and trend analysis, provide status updates of on-site logistics, coordinate daily revisions, and manage workflow to service groups.
  • Oversee/spot-check overall appearance, cleanliness, and accuracy of set-up (configuration, F&B, AV/Technology) within the conference rooms to ensure internal client needs and departmental standards are met.
  • Senior point of contact to plan meetings and events (onsite and externally) to support business and workplace experience objectives. Examples include segment meetings/events, executive meetings/town halls, colleague engagement events such as holiday and promotion/recognition events, as well as recruiting and client events.
• Space Optimization, Property and Operations Management
  • Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
  • Observe floor operations and user behaviours to suggest strategic changes to enhance the workplace experience.
  • Ensure space optimization practices, tools and processes are updated and operating accurately, conduct quality assurance checks.
  • Effectively solve space related conflicts to ensure an elevated user experience.
  • Serve as escalation point for service delivery breakdowns, issues, colleague feedback. Resolve issues and ensure follow through, engaging leadership when necessary.
  • Foster and maintain relationships with external vendors/service providers.
  • Engage and manage work provided by a variety of external vendors for workplace and facilities services.
  • Identify required office maintenance and upgrades, budget and implement as such.
  • Identify opportunities to implement processes, projects, programs that reduce short and long-term operating costs
  • Develop emergency evacuation team and plan in conjunction with landlord property management team(s) and FTI's Chief Risk Officer.
• Workplace Technology
  • Partner with ITG and GRE for implementation and support of Technology tools/solutions that are incorporated into the onsite and hybrid work experience, such as Audio Visual, Teams/Zoom/WebEx, DataWatch, Condeco, Tableau, Service Now etc.
• Project Delivery
  • Partner with Global Real Estate (GRE) on major projects, office moves and buildouts.
  • Liaise between GRE team and local business unit leaders, on all matters related to long-term space planning, workplace & location strategies, design & construction, and related GRE topics.
  • Develop and execute change management road map to support renovations, moves and other projects to ensure successful implementation
  • Partner with Information Technology Group (ITG) on implementation of any equipment or technology platform enhancements.
• Performance Excellence

Deliver high-level customer satisfaction by working closely with stakeholders at all levels.

• • Set and administer policies and service standards to ensure appropriate controls and efficiencies.
  • Effectively manage, update and report on financial performance of office(s) in portfolio.
  • Review and approve all spend activity that rolls-up under this budget.
  • Set, track and report on KPIs, SLAs and other performance metrics for internal services, such as AV/VTC support, meeting & event support, print & document services, reception, workspace usage, maintenance, repairs, etc.
• Regional Hub Leader
  • Serve as an escalated POC (point-of-contact) for assistance with resolution of Workplace
    issues for your portfolio
  • Mentor and develop local Workplace staff to improve consistency within and across shared and direct office operations, budget planning and spend
  • Identify systemic issues and duplication of services to standardize best practices

What You Will Need To Succeed

• Minimum of 10-15 years of related experience in operations/facilities management and/or hospitality service, with a demonstrated progression to greater levels of responsibility and leadership.
• Bachelors' Degree required.
• Proven expertise leading teams to deliver high touch internal/external customer experiences.
• Superior knowledge of multiple functions and principles, including F&B, conference services, mail, and project management.
• Experience with space utilization (moves/restacks/shared workplace) strategy and technology.
• Proven ability to plan and manage operational processes for maximum efficiency and productivity.
• Demonstrated relationship management skills and the ability to communicate effectively with colleagues and vendors at all professional levels.
• Proficiency in Excel, Word, and PowerPoint.
• Experience with Condeco or similar space management system preferred.
• Experience planning Events such as Holiday and Recognition Celebrations, Segment Group Meetings, Training Events, Town Halls, etc.
• Ability to maintain a professional, composed, demeanor, and to diplomatically deal with challenging situations to resolve or escalate with leadership as needed.
• Leader with strong integrity, accountability, and respect for individuals at all levels.

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