Business Operations Senior Manager

Boston Consulting Group

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You’ll Do

About Us

Enterprise Services provides innovative, resilient, and scalable services to BCGers around the world. It includes a range of business-critical services and solutions including Global Finance Operations, Procurement & Payables, Travel, Meetings & Events, Case Team Services, ClientView, Real Estate, Executive Support Services, and Business Insights and Analytics; supported by transversal expertise in our product portfolios and excellence functions. ES provides a management service for BCG hubs around the world, with the locations currently in scope including Delhi, Bangalore, London, Lisbon, Boston and Madrid.

The Role:

Working closely with the Business Services Director and Office Experience Team, the role of Office Operations Senior Manager is a daily onsite role and an exciting opportunity for a leader who has a relentless focus on delivering best-in-class operations at BCG’s London Canary Wharf hub, serving the needs of a diverse group of circa 700 employees who typically follow a hybrid working model. The right person for this role will be capable of driving impact and leading with integrity wherever the business needs them most and will be responsible for a varied and exciting portfolio of best-in-class services and facilities, that cater for a high-quality experience. While the responsibilities of this role will flex with the growth and needs of the office, responsibilities include:

Leadership of the day-to-day Operations for our Canary Wharf London office:

• Lead and execute the delivery of all local services and facilities, including Reception, Catering, Cleaning, M&E, Logistics
• Oversee in-house teams, all London vendor contracts and on-site vendor teams, day-to-day, ensuring SLAs and KPIs are adhered to and the highest levels of service delivery, coaching where required to improve performance
• Continuously look to improve the local office environment, local services and facilities, and employee / visiting client experiences – work in partnership with the Director, Office Experience Team on operational improvements.
• Exercise sound commercial judgment and effectively track and manage all services within agreed Opex budgets, also local Capex project budgets – liaising with and conducting regular budget reconciliation meetings Business Services Director/Finance teams where required.
• Manage communications and engagement with the Landlord and respective teams, to ensure a strong and collaborative relationship.

Health & Safety (HSE) and Compliance:

• HS&E lead and responsible person on-site (internal mandatory training, risk assessment, DSE’s, Accident and near miss investigation) as supported by H&S consultants and Compliance / Auditing.
• Active member of the Incident Response Team, regularly updating IRT documentation and participating in the bi-annual table-top exercises, to ensure systems and processes are robust and well maintained.
• Ensure regulatory and compliance systems and processes are maintained in line with change to regulatory requirements, and BCG policy.

FOH/Events & Meetings Management:

• Oversee the delivery of front of house / reception services to a high standard for all visitors and employees.
• Ensure the impeccable delivery of events and meetings within the London office, including working closely with internal stakeholders, Office Experience Team IT/AV and the building reception to ensure a seamless visitor journey for guests.
• Work in partnership with Employees & Office Experience team to ensure a world-class FOH experience, consistent with BCG-wide standards, and high-quality events and meeting services for our employees and clients.

Management and Leadership of London Operations Team:

• Develop and inspire a high performing team of local resources / vendor personnel and grow that capability, as required, either with BCG or vendor resources, to meet the demands of the site.
• Define clear roles and responsibilities within the operations team ensuring accountability and ownership and good cross-team working, also partnership with other local BST teams, i.e., IT/AV and HR.
• Participate in onboarding and induction of new joiners to BCG, completing office tours and presentations
• As a key member of the Global Hub Services Team, build strong relationships with your peers, contribute actively and with a positive mind-set to any global-wide activities, discussions and initiatives, to ensure their success.

Project Management:

• Ownership and delivery of business improvement projects and office programs across London, i.e., business continuity planning, incident response, and contribution to large-scale office programs across and real estate initiatives, when required,

Data Reporting & Analysis:

• Effective tracking of key operational metrics related to London, i.e., local attendance, space utilization, etc. that affords local leadership a detailed view of their real estate investments; space utilization, employee behaviors, and allows for the aggregation of data.

What You’ll Bring

• 10+ years’ experience working in an operational / service delivery leadership role in-house in an organization
• Experience working in a fast-paced professional service firm environment
• Extensive technical knowledge in a range of building services disciplines across facilities or estate management, with experience of managing both in-house teams and out-sourced providers
• A positive, can-do, and flexible approach, with a passion for working collaboratively
• Extensive knowledge of HS&E obligations, and experience in all practical aspects of deploying HS&E compliance
• Good with data; ability to analyze and interpret both technical and financial information
• Excellent English skills (verbal and written communication)
• Excellent communication and presentation skills; confident user of the Microsoft Office Suite
• The ability to dive into the details and operational elements whenever required to support the team to unlock roadblocks to progress
• Ability to influence senior stakeholders with reason and logic
• University degree preferred
• Event management and client-experience related projects preferred

Who You’ll Work With

The ES Hub Management Services team in London CW, BCG colleagues based at the hub, and sometimes partnering with functions such as Real Estate and Risk.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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