Head of Workplace Services

Knowledge, essential skills and attributes:

• Building and site management degree or equivalent vocational experience within
• Building technical expertise including Capital and Cost management expertise
• Constantly develop specialised skills and in the team that enable them to produce work efficiently and at an effective cost
• Keep abreast of all relevant legislation and ensure compliance
• Keep abreast of best practice and industry trends
• Proven record of delivery of planned benefits against a business plan
• Risk aware

• Problem solver
• Tact, discretion and diplomacy
• Ability to analyse problems and recommend / implement solutions
• Strong analysis and decision making skills, with keen attention to detail
• Excellent interpersonal skills - Ability to report to senior management at Group level, local level and across jurisdictions
• Management experience and ability to coordinate the activities of a number of teams or specialists covering a range of fields in Financial and non-Financial Services Operations
• Experience of working with outsource service providers and external advisors
• Developing of new ideas that will result in significant changes to the existing services, methods, policies and/or approaches of Schroders. Such role will involve research, analysis and reasoned arguments
• Responsible for the detailed planning of major initiatives and /or objectives and activities of a business function for the year ahead
• Requirement to advise on key decisions that will have a significant financial and/or operational impact on Schroders. Previous solutions may not always be available. Situations will be complex, involving a considerable grey area
• High level of attention to detail – Driven to provide quality & consistency
• Team worker and player.  Works as a self-starter and able to be proactive and work under their own initiative

Leadership:

• Takes enthusiastic part in defining the team’s vision and goals and shares responsibility with the team leader for their achievement
• Has a very good insight into and is respectful of colleagues’ personalities, approaches and aspirations; encourages and supports colleagues’ ideas and initiatives
• Sets an example by high quality of own work, consistency, enthusiasm and an open and professional attitude to work, clients and colleagues
• Generates enthusiasm and a ‘can do’ atmosphere; creates an affiliative, innovative and fun workplace; celebrates success

Management:

• Plans, organises and prioritises own and others’ time very well; works to given timeframes; responds promptly to all administrative tasks
• Makes a positive contribution to team meetings, setting achievable actions points within achievable deadlines
• Identifies issues, risks and conflicts at an early stage; keeps team leader/supervisor well informed of work levels, completions, anticipated delays and seeking input and involvement as necessary
• Reviews and balances own and colleagues’ workloads regularly; delegates and supervises very effectively and fairly, giving clear instructions and setting clear goals and timeframes.
• Gives regular feedback and conducts regular appraisals in a consistent, fair and motivating manner; provides feedback and support to team leader and peers

Coaching and Mentoring:

• Strongly supportive of all colleagues within team and around the firm, particularly those under pressure; generous with time and advice
• Willingly coaches and mentors juniors and seeks to develop coaching skills further

Firm Focus:

• Wide knowledge of the firm’s services, markets and activities, extending into competitors’ activity and extensive knowledge of clients’ businesses
• Enthusiastic about realising the firms’ strategic goals for new business and high levels of client and supervisory satisfaction
• Networks very well within the firm, contributing regularly to industry clients as firm clients and identifying wider business development opportunities accordingly

Commercial Approach:

• Contributes to the commercial positioning of the firm and to the resolution of pricing/profitability issues; shares responsibility for meeting financial targets for the team and Group
• Well aware of and responsive to risk management issues (conflicts, client checks, money laundering, establishing terms and conditions)
• Responsive to the need to source expertise from around the firm to ensure best and most cost effective service to clients

Client Care:

• Habitually meets and often exceeds clients’ expectations; an excellent listener who strives to understand the client’s needs and to be flexible and responsive at all times
• Combines technical/legal advice with extensive commercial awareness and pragmatism (“thinks client”)
• Maintains clear, regular and appropriate levels of communications with the client
• Seeks and monitors feedback and client satisfaction and relays promptly to the team; responds to client feedback promptly and corrects service issues swiftly and not defensively
• Sources expertise from around the firm to deliver excellent service

Professional Impact:

• Communicates clearly, concisely, accurately and persuasively; avoids unnecessary jargon and adopts client friendly language
• Presents a professional, unstuffy and friendly image; considerate, tactful and diplomatic at all times
• Expresses confidence in own judgement and is able to be assertive and robust as required
• Performs confidently before small and large audiences, delivering effective formal and informal presentations and being attuned to audience signals and responses
• Acts as an ambassador of the firm at all times