The Operations Senior Manager will lead and develop the overarching and scalable GREF (Global Real Estate & Facilities) EMEA Operations framework including organizational guidelines, operational programs and technological enhancements.
This strategic role will guide and empower a team of 11 blue and yellow badge direct reports to drive their projects, programs and change management through their own teams of contracted resources to provide standards, process, data and technology improvements.
The objective is to support the EMEA GREF teams in their delivery of a full range of real estate and facilities (REF*) services for corporate offices and hybrid spaces across 32 countries (66 cities), whilst constantly ensuring we raise the bar in terms of quality, consistency and efficiency.
REF includes facilities management, transactions, portfolio planning, space and occupancy, workplace design & construction.
Key individual responsibilities
Act as the EMEA GREF guardian for standards in the expression of what good looks like’, whilst ensuring alignment with Global REF standards as follows :
Drive continuous improvement and innovation to raise the bar in providing a workplace that delights our customers
Be the EMEA voice to influence and continuously evolve global standards to cover regional specific needs
Implement coherent and efficient cross functional business processes
Ensure governance and controllership
Achieve consistency and quality through robust, scalable and detailed procedures and playbooks, whilst integrating the diversity of cultures and regulations in 32 countries,
Foster adherence to, and understanding of the Amazon culture through inspirational guidelines and training methods
Identify and develop delivery models adapted to a wide variety of business needs
Set contractual expectations and steer performance management for strategic partners.
Ensure application and evolution of Workplace Design Guidelines, act as an approver in design and construction Design Boards (floorplans and Look and Feel)
Keep clear and constant track of internal stakeholder needs (Finops, Accounting, IT, Legal, Tax, HR, Procurement etc) to promote cooperation and secure compliance
Management and Leadership Responsibilities
Lead the Operations team, fostering a strong and hands-on team spirit in a remote working environment, with a blend of Amazon employees and outsourced resources to deliver :
Project management of complex cross-functional initiatives through to completion with GREF teams, internal stakeholders and third party vendors.
Integrated Facilities management : Consolidate and develop the audit function to obtain a consistent and quality customer experience in soft and hard services through operating procedures, right sizing of teams and services, reactive and preventative maintenance optimization, customer feedback and satisfaction, etc.
Communications : bring a strategic vision and an organized consistent approach to all EMEA GREF internal (60%) and external (40%) communications, promoting the GREF team’s involvement in the employee’s workspace and helping improve overall employee experience.
Data management : Advise, oversee and control the delivery of complete, accurate permanent and variable REF data providing single sources of truth and analytical reporting for all GREF service lines.
Platforms : Guide and influence the selection of technology solutions within the global GREF strategy plan, and oversee and control their regional implementation.
Lead the region in piloting and testing for validation of the successful solution before global rollout
Design : Build and implement the guiding principles and strategic architectural partnerships critical in the delivery of a high quality, compliant, consistent and productive workplace
Lease administration : Own and manage all aspects of lease administration and Landlord administrative relationship from lease signature, through lease abstraction, revisions, critical dates, payments and reporting, up to completed exit of buildings.
Ensure compliance with AP & accounting requirements
Compliance : Provide and maintain the operational procedures and communication channels with internal stakeholders to ensure EMEA GREF is fully compliant with internal Amazon Policies and local regulations : outsourced resources, information security for data and technology, EHS, etc.
Diverse program management applying global and regional standards across the portfolio, including :
o Signage : corporate wayfinding and workplace postings
o Standardization of equipment and supplies in liaison with procurement : coffee, printers, office supplies, white goods, greenery etc
o Training and onboarding : provide direction to ensure outsourced GREF teams are operating in line with Amazon culture
Compulsory 10+ years experience in Corporate Real Estate across several service lines, and in large international and complex organizational structures with a high level of ambiguity
Experience in facilities and / or hospitality management
Experienced people leader for a wide variety of roles and at ease in a remote team environment
Experience in systems implementation
Experience in leading cross functional operations and process driven structures across a geographically and culturally widespread portfolio with remote team management
Track record in delivering operational project and program management, including strategic change management plans
Ability to manage strategic partners and establish relationships with key stakeholders and policymakers
Strong analytical, root cause and continuous improvement skills
Full mastery of written and spoken English
Must be able to travel regularly across the entire region to engage with remote teams
Experience in workplace design and fit-out
Ability to thrive in a fast-paced and deadline-orientated environment
Team player who is willing to roll up their sleeves to get the job done
Track record of developing creative, effective approaches to difficult communications challenges
Procurement and / or audit skills
Other European Languages are a plus