Workplace Operations Manager

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Operations

Management Level

Manager

Job Description & Summary

At PwC, our people in property management focus on providing strategic advice and solutions for clients in the real estate industry, helping them optimise their property portfolios and maximise returns. These individuals handle property acquisitions, leasing, asset management, and development projects.

In facilities and infrastructure management at PwC, you will focus on creating and maintaining efficient and effective operations of physical workspaces, including maintenance, security, and space planning. You will play a crucial role in creating a comfortable and productive environment for employees and clients.

Role: Workplace Operations Manager

Location: Guernsey

Line of Service: Business Enablement

Grade: Manager

Contracted Hours per Week: 37.5 hours

PwC Channel Islands Overview

At PwC CI, we help you build, accelerate, and sustain momentum in a world that never stops moving. With our tech-forward and people-empowered network, we provide expert assurance, tax and advisory services to turn challenges into opportunities. Leveraging deep expertise and advanced capabilities, we ensure you’re ready for any future, helping you act boldly and achieve real results.

Job Summary:

The Workplace Operations Manager plays a key role in the employee and visitor experience. The role manages day to day office operations, supports the Workplace Operations Lead and works closely with the office Managing Partner, the wider Workplace Operations team and other operational teams to ensure the office runs smoothly and efficiently.

The Workplace Operations team delivers Workplace Services efficiently and cost-effectively, working closely with approved suppliers on strategic planning and operations to ensure services meet agreed specifications and Service Levels Agreements (SLA’s). This includes space management, refurbishment support and change management for new ways of working. Helping shape a safe, functional workplace through physical, technological and business solutions aligned with the Firm’s culture and values.

The role is varied and requires flexibility and agility to meet changing business needs, including occasional out of hours support.

Responsibilities include:

Core responsibilities:

• Facilities Management - Oversee the management of facilities, including building systems, landlord and supplier relationships, to deliver effective service across the business.

• Health & Safety - Oversee health, safety and environmental responsibilities, provide risk guidance, report issues promptly and maintain awareness of relevant procedures and legislation.

• Standards, Accreditations & Documentation - Maintain operational standards, oversee external audits and support compliance with required accreditations, including ISO standards. Maintain standards and accreditation documentation, support implementation of firmwide policies and procedures.

• Incident Response - Lead or support emergency and incident response, escalate as needed, support reoccupation and take part in rehearsal planning. 

• Supplier/Contractor Contract Negotiations - Manage supplier relationships and negotiate facilities contracts to deliver value and economies of scale where possible.

• Supplier/Contractor SLAs - Monitor supplier performance, manage KPIs and SLAs, resolve issues and maintain supplier records.

• Leadership & Coaching - Coach and develop a capable, accountable and future-focused team.

• Project & Change Management - Lead projects through planning, coordination, risk management and delivery to meet stakeholder expectations. Support business change and new initiatives, responding positively and managing resistance effectively.

• Workplace & Operational Excellence - Drive service improvement, digital innovation and operational efficiency to enhance employee and client experience. Ensure a professional and efficient welcome for clients and visitors, with timely support from the team.

• Daily Operations - Oversee day-to-day office operations and act as the main contact for premises-related issues.

• Security - Promote security awareness, manage visitor controls and follow protocols to reduce risk.

• First Aiders & Fire Wardens – Manage and coordinate training and equipment to maintain required emergency cover across the office.

• Desk Assessments – Manage and facilitate completion of internal desk assessments.

• Risk Assessments - Ensure risk assessments are completed for sporting, social and corporate events held by or within the office.

Collective responsibilities:

• Meeting Rooms & Technology - Oversee room checks to ensure meeting spaces are ready for use and that AV and IT equipment is working for clients and PwC staff, escalating issues to the relevant teams where needed.

• Office Presentation - Work with the team, cleaners and other operational teams to keep all office areas, including meeting rooms and reception spaces, tidy, presentable and ready for use at all times.

• Continuous Improvement - Identify opportunities to improve the workplace experience, increase efficiency and support collaboration, innovation and productivity. Build connections across the PwC network, particularly in the UK, to share best practice and introduce relevant ideas locally.

• Office & Kitchen Supplies - Manage stock levels for office and kitchen supplies, ensuring essential items such as stationery, refreshments and consumables are available when needed.

• Maintenance & Reporting - Manage maintenance issues raised with the Workplace Operations team, ensuring they are resolved promptly and that third-party contractors are engaged quickly when required.

• Team Support & Collaboration - Provide support across the wider team during planned and unplanned absences to ensure seamless service for stakeholders. Work closely with Workplace Operations Managers across the other islands to share updates, exchange ideas and maintain consistency in key activities where needed.

• Mail, Deliveries & Archiving - Oversee incoming and outgoing mail, deliveries and off-site archiving.

Ad-hoc responsibilities:

• Support the Executive Support team with any ad hoc duties, when required.

• Support initiatives such as Sports and Social, Health & Wellbeing, and other events.

• When required, provide ad-hoc support on projects relevant to the Workplace Operations team.

• Take ownership of all enquiries and problems, resolving or escalating issues as appropriate. Support other stakeholders outside of their collective group, when required.

Direct Reports:

This role reports to:

• Workplace Operations Lead

Reporting to this role:

• Workplace Operations Administrator

Qualifications & Certifications:

• We are unable to provide a work permit for this role. Candidates must hold their own right to work in Guernsey. 

• A current IOSH Managing Safely certificate would be beneficial along with a knowledge of current Health Safety & Environmental procedures and legislation.

Skills & Experience Required:

• Strong interpersonal and teamwork skills, with the ability to build trusted relationships and work effectively with colleagues, clients and suppliers at all levels while contributing positively to team culture.

• Leadership skills, with the ability to motivate and coach others, build credibility and work effectively across the business.

• Confident using Microsoft Office and other standard desktop applications; knowledge of workstation setups, mobile devices and printers would be beneficial. An interest in new and emerging technologies that support modern ways of working.

• A positive, proactive and adaptable approach, with a willingness to learn, continuously develop, solve problems, use sound judgement and deliver a high level of service.

• Previous facilities management experience, including knowledge of building systems, landlord relationships, third-party supplier management and relevant health and safety legislation.

• Strong project management, communication, organisation and time management skills, with the ability to prioritise, manage competing demands, work independently and collaboratively, and perform well under pressure.

• Professional, discreet and confident in handling sensitive or confidential information.

• Around five years’ experience in a similar role, ideally within a customer service-focused environment.

• Good commercial awareness and an understanding of how operations supports wider business strategy.

Travel Requirements:

You may be required to travel within the Channel Islands and UK from time to time.

The skills we look for in our people:

All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, Evolved PwC Professional.

The Evolved PwC Professional focuses on two core behaviours: Trusted Leadership and Distinctive outcomes. Trusted Leadership is underpinned by core behaviours that Inspire, Empower and Evolve, and Distinctive outcomes is underpinned by behaviours that Champion, Build and Deliver.

Diversity:

We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool as well as those who reflect the diverse nature of our society. We aim to encourage a culture where people can be themselves and be valued for their unique strengths. Creating value through diversity is what makes us strong as a business. https://pwc.to/2vY6KZm  

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Architectural Management, AutoCAD (Drawing Software), CAD Standards, CCURE (Security Management Software), Coaching and Feedback, Communication, Corrective Maintenance, Correspondence Management, Cost Management, Coworking Space Management, Creativity, Cross-Functional Team Coordination, Customer Experience (CX) Strategy, Demand Management, Embracing Change, Emergency Response System Maintenance, Emotional Regulation, Empathy, Environment, Health, and Safety (EHS) Program Development, Event Execution, Facilities Engineering {+ 66 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

Yes

Job Posting End Date