ISS Group - Lead - Workplace Experience/Event Management/Services

About ISS:

ISS provides high quality facility services which includes facilities management; cleaning & hygiene services; maintenance and building services; catering; security; landscaping and a wide range of other tailor-made services for customers throughout the Public and Private Sectors. The customer's account is a high-profile global account for ISS and part of the delivery involves dedicated environmental management across the five regions: UK, EMEA, APAC, India and the Americas.

The ISS Group was founded in Copenhagen, Denmark in 1901 and has grown to become one of the world's leading Facility Services companies with presence in over 30 countries. ISS, today, is the world's fourth largest private employer serving thousands of both public and private sector customers.

ISS India has been operating since 2005 and has grown to over 35,000 employees. With over 1,000+ clients, managing 180 million square feet of blue- chip facilities, serving over 750k+ meals per day, securing and guarding over 2500 facilities, we have a presence in 150+ cities across 21 States. ISS India is today a significant player in the Facility Management & Professional Services industry in India.

About the role:

Working within Global Operations Banking and Finance Sector the ideal candidate will join ISS in creating an exceptional workplace experience and become part of a cutting edge environment providing a world class service in technology, business operations for on-site functional teams. This colleague will help create a workplaces that will become a compelling destination and home to the next generations' workplace.

The Workplace Experience Lead will be responsible for leading and guiding the workplace experience across sites in India while creating a bridge to the outside community, planning a variety of events from service celebrations, concerts, wellness events, multi-cultural events, recognition programs and more. Creating a positive and productive work environment is key. This position is also responsible for designing and implementing workplace strategies that enhance, employee experience, engagement, and wellbeing.

The successful candidate will be an effective communicator, embody our values and prioritize outstanding service. They will work with a prominent National client in the banking sector and will work closely with the client to ensure successful delivery of customer concepts, processes and tools are deployed and embedded across the client's portfolio, while providing innovative insights on continuous ways to evolve.

Key Responsibilities:

BAU activities:

- To oversee the hiring, orienting and training of the workplace experience team across all India sites

- To lead, inspire and develop a highly diverse team delivering an exceptional curated guest, client and colleague experience that reflects positively upon both the stakeholder and company

- Proactively identify, coordinate and support activities and Customer onsite campus events by partnering and collaborating with all service streams (Catering, Audio Visual, Transportation, Facilities and Front of House) ensuring timely execution

- Work with internal and external marketing and communication teams to produce high quality products to advertise and market upcoming campus events and services

- Create and sustain long term alliances with our business partners

- Establish communication mediums through which customers can readily contact departments and vice versa

- Conduct surveys to gather information on customer opinion of rendered services

- Drive client experience standards by supporting and sustaining operational excellence ensuring execution and compliance of contractual deliverables

- Identify, negotiate and lead new business opportunities to enhance the company initiatives in delivering the curated experience

- Engage and partner with the community to enrich the company culture and citizenship initiatives

- Support the Campus Facilities Manager in daily operations and ad-hoc request

- Budgeting & Financial Management for the vertical

Workplace projects:

- Design and evolve workplace experience strategy for different workspaces

- Responsible for managing the delivery of the defined contractual scope of work at multiple Client sites across India

- Curating workplace experience, linking future demands to outcome with great service experiences and creating a workplace which is always evolving

- Designing Workplace Experience strategies for office sites across India, creating workplaces of and for the future

- Curate and deliver Workplace journeys based on touchpoints to ensure elevated productivity, improved employee loyalty and all-around employee wellbeing

- Wellbeing, Productivity, Community building & Engagement- create focused implementation & delivery through physical & digital touchpoints

- Understand employee needs, requirements, aspirations, define the behavior pattern and evolve day-to-day work journeys to meet the evolving needs of the colleagues

- Implement experiences, designing annual experience catalogues, ensure coordination between service lines, standardise through proven toolkits/ frameworks/ Service operating procedures

- Deliver best in class workplace employee experience in alignment with organisation vision for 'Future of Workplace

- Propose recommendation to clients based on changing needs and workplace environment based on data driven approach. All solutions are tailored. Thinking workplace in terms of Workplace Experience & putting people first. The data-driven process enables base decisions on people data - safeguard all solutions support people being their best at work.

- Create Workplace Experience Strategy that outlines the concrete experience activities, initiatives, and programs for how to get you, where you need to go

- Create Implementation Plan that provides an operational framework including staff, training and SOPs (Standard Operating Procedures) for all activities describing how to bring the strategy to life through curation, facilitation and daily tasks.

Workplace Technology & Experience Projects:

- Support CRES led workplace technology projects- project working groups, engagement, analysis, survey, project planning, implementation, launch and periodically evaluation

- Ensure adoption of new technology tools across the client sites

- Work with workplace technology team to evaluate new technology for better workplace experience at client sites

- Create Implementation Plan that provides an operational framework including staff, training and SOPs (Standard Operating Procedures) for all activities describing how to bring the strategy to life through curation, facilitation and daily tasks

Desired Experience:

- Degree (Marketing, Hospitality, or Business preferred)

- Minimum 5 years customer services experience in dealing with Blue Chip/ High Touch clients, preferably B2B

- Minimum of 10 years' experience in event management/ hospitality/ corporate

- Proven track record of providing stellar support to customers

- Detail oriented and able to effectively priorities tasks

- Must be a critical thinker and resourceful problem solver

- Professional /Exceptional communication skills - written/verbal and presentation

- Enthusiastic team player

- Great conflict resolution skills

- Excellent organization and time management skills

- Experienced in marketing/promotions development and execution

- Experienced in working with creative teams to ensure the creative execution of business objectives

- Proven ability to function successfully within a strong team environment

- Self-motivated individual capable of managing work with little supervision

- Knowledge in property management / Condeco systems a plus

Desired skills:

- People Management

- Leadership of self and others

- Decision Making

- Influencing

- Managing change

- Strategic thinking