Head of Operational Excellence

The Opportunity

Primary Objectives:

• With a focus on implementing industry best practice, service and operational excellence, lead the implementation of Office Operations functional roadmap, including change and transformation programmes.
• Work with the Operations Directors to set and update the Office Operations global strategy, including ensuring alignment between global and regional operational, financial and people priorities for the function.
• Directly support the firm’s Digital and Generative AI focus, including within Office Operations.

Primary Responsibilities:

• Responsible for the successful delivery of all global Office Operations project delivery, ensuring an established project management and change management framework is utilised to support the firm in realising its strategic objectives.
• Work with the Operations Directors to strategically review and apply external best practice, to continuously improve all Office Operations Service Lines and Centres of Excellence.
• This includes Client Services, Facilities Management and Legal Support Management, and AV/VC, Corporate Real Estate, Corporate Security, Document Production, Physical H&S, Travel Management, Records, and Sustainability.
• Develop and implement best industry practice measurement tools and KPIs to gauge success of improved processes and identify future improvement opportunities.
• Ownership of Office Operations’ global functional plan comprised of agreed prioritised initiatives.
• Work closely with IT as the Office Operations global Business Product Owner (BPO), ensuring alignment to strategy, updating the capability model, and setting the direction and priority for all technical work within Office Operations.
• Support the Operations Directors and Executive Partners to personally manage discrete projects.
• Comply with workplace health and safety obligations and responsibilities in accordance with the requirements for this role as set out on the intranet.
• Comply with Risk management obligations and responsibilities in accordance with the requirements for this role as set out on the intranet.

Key Performance Indicators:

• Implementation of Office Operations projects and initiatives in a consistent way across offices and regions on time and within budget.
• Projects delivered are aligned with the firm vision and strategy.
• Effective relationships with Business Services teams and leaders, including the ability to successfully manage complex relationships and influence key stakeholders within the firm to achieve objectives.
• Effective change management with minimal disruption to client-facing teams.
• High level of internal stakeholder satisfaction achieved and supported by peer feedback.
• Qualifications, Skills & Experience
• Proven experience delivering large-scale, highly visible, projects across the firm and/or business services, and multiple stakeholders that have significantly improved process efficiency and operational functionality.
• Strong vision aligned with external best practice to deliver business goals and objectives.
• High level of experience with Digital and Generative AI, ideally leading such change.
• Demonstrated ability to engage with, lead and influence key stakeholders at all levels.
• Able to identify and prioritise complex problems and issues.
• Strong organisational, planning, prioritising and execution skills.
• Proven ability to handle multiple competing priorities.
• Substantial proven experience in project and change management.
• Excellent written and verbal skills, along with polished presentation skills.

Competencies

Personal Leadership

• Energises those around them, simplifies complexity and makes quality decisions.
• Brings perspective and a constructive approach to high pressure situations and directs attention to solutions.
• Makes sound commercial decisions based on a clear understanding of the business.
• Acts decisively even on the basis of incomplete information.

Collaborates With Others

• Develops innovative solutions by valuing diversity of thought, expertise and experience.
• Brings a positive energy to the way they work and inspires this in others.
• Draws on internal networks to bring people with the right skills and expertise together to develop solutions.

Builds High Performing Teams

• Builds highly engaged teams that are diverse and inclusive and can excel in a range of situations.
• Creates an environment that encourages personal accountability and builds the confidence of others by highlighting their strengths and achievements.

Focuses On Clients

• Always acts with the firm’s clients in mind.
• Prioritises initiatives that will positively impact the client experience and their business.
• Develops solutions that balance client needs and the sustainable profitability of the firm.
• Takes active steps to cultivate and maintain an excellent reputation in the market.

Innovates

• Leads and influences change.
• Seeks out market trends and introduces relevant ideas for competitive advantage.
• Envisions ways for the firm to differentiate itself and is driven to achieve this.

Achieves Results

• Makes things happen in a complex environment.
• Remains focused on long term objectives and broad firm issues.

Team

Office Operations

Working Pattern

Full time

Location

London

Contract Type

Permanent Contract

Diversity & Inclusion

We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.