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Senior Manager, Workplace Experience

2 weeks ago

Toronto, Ontario, Canada BGIS Full time $120,000 - $180,000 per year

Who We Are

BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients' businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia.

Further information is available at

SUMMARY

The Senior Manager, Workplace Experience will be a key point of contact supporting the client Corporate Real Estate team. The Senior Manager, Workplace Experience will work to understand the needs of the Business Units and develop solutions that support both business objectives and the overall real estate strategy. This role requires strong communication skills, the ability to manage client expectations, and the capability to thrive in a fast-paced, evolving work environment.

KEY DUTIES & RESPONSIBILITIES

Leadership

Demonstrates strong, competent leadership for team members to guide them in reaching their full potential and meeting objectives, supporting achievement of corporate goals. Responsibilities include, but are not limited to:

  • Full involvement in recruiting top talent.
  • Providing mentoring, coaching, and guidance to all team members.
  • Objectively recommending compensation adjustments.
  • Managing all aspects of performance.
  • Proactively supporting initiatives that enhance employee engagement.

Client Relationship

  • Foster new and existing client relationships at an executive level with identified business units, ensuring process and quality align with MSA contract expectations.
  • Consult and meet with clients and BU representatives to determine needs, preferences, timelines.
  • Collaborate with the account team where required to support client needs.
  • Monitor service delivery performance against established KPIs; identify gaps and develop corrective action plans to ensure all commitments are met.
  • Continuously seek efficiencies by implementing best practices, sustainable solutions, and improvement initiatives.

Operations

  • Develop strong working relationships with Line of Business (LOB) leads to define requirements, report business outcomes, and respond to escalations or emergencies.
  • Ensure high Custodian & Tenant satisfaction through timely, integrated service delivery.
  • Maintain clear communication with the client during project execution; partner with Project Delivery teams to ensure project success and operational support.
  • Collaborate with internal/external partners to meet all service delivery obligations in accordance with requirements.
  • Develop, implement, and monitor standard processes for business case justification, issue resolution, client escalations, and reporting.
  • Support the development, validation, and implementation of the capital plan.

Reporting

Provide timely updates and accurate status reporting to support business transparency and decision-making.

Communication and Training

  • Plan and deliver collaborative training sessions across multiple internal workstreams to enhance the service delivery model and clarify processes and procedures.
  • Develop and deliver training sessions to clients to support operational understanding.
    Communicate regulatory changes and operational impacts to relevant stakeholders.

KNOWLEDGE & SKILLS

  • 10 years of client relationship management experience, preferably within corporate real estate or professional services.
  • Comprehensive understanding of building codes, safety codes, accessibility, and applicable industry standards/regulations (asset).
  • Strong organizational, time management, and multi-tasking abilities.
  • Excellent written and verbal communication skills; fluency in English and French (written and spoken) preferred.
  • Proven ability to lead and influence multiple internal and external stakeholders.
  • Confident presenting to executive-level audiences.
  • 10+ years' facility management experience in similar roles.
  • Minimum 5 years in a leadership role managing teams of 10 or more.
  • Ability to work effectively in remote and virtual team environments.
  • Proficiency in Microsoft Office Suite, PowerPoint, Excel, and AutoCAD.
  • Local travel to client sites, expectation to be in office 4 days a week.
  • Ability to work extended hours if business needs require

Licenses and/or Professional Accreditation

  • CFM from IFMA.
  • RPA Designation from BOMI.
  • CPM from Institute of Real Estate Management.
    FMA Designation from BOMI.

BGIS is an equal opportunity employer and we welcome you to apply for a position with us If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability.

BGIS est un employeur qui respecte l'égalité des chances et nous vous invitons à postuler pour un poste chez nous Si vous avez besoin d'un accommodement pendant le processus de recrutement, veuillez nous contacter à askHR. En cas de demande d'accommodement, nous discuterons avec le candidat en question et fournirons, ou ferons en sorte de fournir, un accommodement approprié d'une manière qui tiendra compte des besoins d'accessibilité du candidat en fonction de son handicap.