Workplace Experience Lead

About the role

The Workplace Experience Lead owns the day-to-day experience of employees and visitors in the office. The role leads front desk and reception, visitor management, switchboard, meeting rooms, food and beverage and events services, and oversees the mailroom, courier and archiving operations while managing key vendors. It is the main point of contact for stakeholders, ensuring services are efficient, compliant and cost-controlled.

Key responsibilities

• Front desk and reception: oversee visitor registration, access and security, switchboard services, set service standards and act as escalation point for queries and complaints.
• Meeting rooms: manage bookings via the Resource Scheduler, act as Country Admin, keep rooms ready and support client meetings and senior stakeholder visits.
• F&B and events: oversee catering and event support with vendors, coordinating logistics for meetings and corporate events.
• Team leadership: lead and develop the Reception, Mailroom and F&E teams, manage rosters, performance, training and workload, and build a service-focused culture.
• Stakeholder and vendor management: build relationships with business units, Facilities, Security, IT and senior management; negotiate and manage service contracts against SLAs and KPIs.
• Mailroom and courier: oversee inbound and outbound mail and parcels, international and local couriers, and ensure customs, security and policy requirements are met.
• Archiving: manage on-site and off-site storage, retrieval and retention, and reconcile Iron Mountain charges.
• Budget and finance: manage the operating budget, track spend, forecast, review vendor invoices and identify cost savings.
• Safety and business continuity: ensure safety standards are met, deliver the Service Business Continuity plan every six months and run tests.

Required profile

• Manager or lead level: 4 to 8 years in workplace, facilities, hospitality or corporate services, with at least 2 to 3 years leading a team.
• Bachelor's degree or other relevant vocational training preferred; no certificates or licenses required.
• Proven experience in workplace experience, front-of-house, facilities or office operations, and in leading teams and managing third-party vendors.
• Background in financial services or another regulated environment.

Required skills

• Room scheduling and visitor management systems.
• Working knowledge of budget management and invoice or account reconciliation.
• Document management, archiving and retention processes.
• Microsoft Office (Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook).
• Comfortable with new digital tools, work order and financial management systems, cloud technologies and mobile apps.