Head of Workplace Operations, UK

Company Description

Who we are

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.

Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them.

You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.

Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.

Job Description

The Role

Job Purpose

Reporting to the Regional Chief Operating Officer Europe (RCOO), the Head of Workplace Operations, UK will provide leadership and strategic direction across workplace operations in the UK, including both London (headcount c. 2,000) and Newcastle (headcount c.120) offices. Workplace Operations comprises all facilities and property management as well as catering and front of house operations. This role will also cover line management of Practice Support Services, comprising our London legal secretarial teams.

We are looking for a dedicated, service-driven individual who thrives on delivering the highest levels of client and colleague experience. As the Head of Workplace Operations, you will play a pivotal role in ensuring that our clients and colleagues experience excellence in service that reflects the Clifford Chance premium brand when they attend our offices in the UK. Your ability to drive market-leading service delivery coupled with high attention to detail and the ability to build strong relationships across the business and with our outsourced suppliers will be key to your success in this role.

The role holder will be expected to play a leading part in the programme to move our London office from 10 Upper Bank Street to 2 Aldermanbury Square ('2AS') in the City of London in 2027. This role presents a unique opportunity to define and execute the 2AS workplace strategy - working with our dedicated programme team and market-leading consultants planning and delivering a best-in-class operating model for the new building - as well as to oversee the logistics of the move itself.

The Head of Workplace Operations will work closely with the Co-Regional Managing Partner, Europe, based in the UK, the Head of Workplace Transformation and other senior Business Professionals.

Key Responsibilities

Leadership and Strategy

• Lead and direct the department to ensure workplace operations are aligned to business strategy and meet the service expectations of the Firm and its clients
• Take ownership for the UK workplace operational strategy, delivering the capabilities required to effectively support the Firm, and ensuring high quality, value for money services to all users of our office facilities and practice support services
• Keep abreast of industry trends and take the lead in advising regional leadership and proposing new and innovative operational solutions
• Collaborate with colleagues to identify and implement strategies for alignment and simplification across both global and European workplace operations

Operational

• Control the function's budget and resource plans consistent with the Firm's objective to deliver cost control and efficiency gains
• Responsibility for delivery of the firm's Health & Safety Strategy and ensuring compliance with policies and regulations
• Manage the outsourced service supplier relationships to ensure delivery on the contractual requirements and seamless integration into our operations and culture. Challenge and empower suppliers to innovate the delivery of their services to ensure the highest levels of client and staff experience in the office
• Take ownership for energy management and consumption reduction strategies to meet science-based target commitments; ensure compliance with policies and regulations relating to sustainability, environmental reporting and workplace certifications
• Ensure a strong understanding of the Firm's environmental and sustainability strategies, objectives, and KPIs, and ensure all aspects of workplace operations are set up to deliver against them
• Acts as liaison with landlord and sub-tenants on operational matters and ensures that relevant lease clauses are adhered to
• Establish and inspire a culture of operational excellence and continuous improvement within the department

London Office Move

• Play a leading role in 2AS programme. Own and develop an innovative and best-in-class workplace operational strategy and service blueprint for 2AS
• Design and implement the future facilities operating model, ensuring alignment with new ways of working within a new building and office environment
• Oversee the procurement, onboarding and operational readiness of new workplace services, supported by the 2AS programme team
• Lead the development and execution of the 10 Upper Bank Street dilapidations strategy

Practice Support Services

• Provide leadership, direction and support to the Head of Practice Support and Practice Support Managers
• Enable and empower the Head of Practice Support to identify and deliver operating model improvements, in line with firm strategy

Business continuity and crisis management

• In collaboration with the RCOO, Europe and central specialist teams, lead business continuity and crisis management planning and execution to ensure overall safety and the office’s operation remains intact and runs as smoothly as possible

• Provide guidance, support and coaching to the Newcastle Office Manager with respect to crisis management activities

People management

• Responsible for all aspects of line management of managers across the teams, including leading discussions from objective setting through to appraisal reviews and cascading the approach through teams to drive adoption to the wider strategic priorities.
• Motivate and inspire the management team, including outsourced providers, to excel. Provide coaching and mentorship, fostering a culture of continuous learning and professional development.

Qualifications

Your Experience

Skills and Experience

• Considerable experience within a senior role in workplace operations, ideally within Professional or Financial Services.
• Demonstrable experience creating innovative, world-class, workplace environments focused on client service and colleague experience.
• Extensive experience in delivering and managing complex outsourced facilities management contracts.
• Experience managing all aspects of a significant budget with an understanding of the financial impact of key decisions, (more than an annual £10M spend)
• Demonstrable lease experience in lease negotiation and management and property/space management and facilities contracts.
• Experience of managing crisesand executing business continuity plans
• A thorough understanding of smart building technology to maximise building efficiencies and experience of operating buildings in a sustainable way, in-line with best practice and requirements of building certifications.
• Understanding of relevant Health and Safety legislation and approved Code of Practices.

Communication and relationship building skills:

• Strong communication skills, with the ability to communicate facilities and logistical concepts to senior stakeholders
• Must possess excellent diplomacy and experience in navigating complex organisations by influencing. Ability to apply discretion and adapt style across a vast range of issues and situations
• Strong ability to develop a trusted network amongst your global peer group and senior stakeholders.

Leadership skills

• Ability to oversee and provide leadership across multiple projects at a time with different internal and external stakeholders, making pragmatic and practical decisions about how initiatives should be implemented.
• Ability to articulate and implement strategy by delegating responsibility to senior managers to achieve deliverables.
• Ability to demonstrate how to gain trust across a broad range of stakeholders and assure the highest level of service.

Key competencies

Analytical thought and problem solving:

• Makes data driven decisions which balance global strategic aims against local realities. 
• Demonstrates an innovative approach and perspective to current problems and situations.
• Anticipates risks and take action to minimise any disruption to the business. 

Communicating and Influencing:

• Ability to use a range of different influencing techniques. 
• Communicates effectively with the team and delivers feedback through structured meetings and reviews. 

Commitment and self-motivation:

• Takes on challenging new tasks in order to develop. 
• Effectively balances competing demands.
• Seeks feedback from others about own performance and strives for learning and improvement. 

Leading and developing others:

• Invites and encourages ideas about how the team can share knowledge and develop effectively. 
• Provides public praise and recognition to those who have made successful contributions. 
• Produces a long-term plan which articulates the future direction and priorities of the department.

Organising and managing resources:

• Manages multiple work streams/projects/roles and team members simultaneously. 
• Ensures own and others' time is spent on activities that add the most value. 
• Reviews plans regularly, adapting to current or future setbacks and obstacles. 
• Takes a long-term view of the workflow of individuals within the team and takes steps to alleviate potential pressure points. 

Working relationships:

• Lobbies and sounds out key decision makers in order to build support. 
• Promotes the services of the department to other areas of the firm. 
• Resolves conflicts within the immediate team or across multiple teams within the business.

Organisation and strategic thinking:

• Ability to Influence decisions concerning the firm's business plans, budgets, and priorities.
• Able to identify and evaluate commercial opportunities which result in different ways of addressing business problems. 
• Consults with other departments/stakeholders about their projects and priorities.

Additional Information

Equal Opportunities

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm. 

Find out more about our inclusive culture here

Hybrid Working

This role follows our 'balanced' hybrid working approach and as long as business needs allow, you will be supported to work in a hybrid way with the expectation of working from the office for a minimum of 50% of your time.