Job Position : Workplace and travel Supervisor Function : Employee Services - Workplace, Enterprise Technology Solutions WL : 1 D Reports to : Work Place & Travel Service Assistant Manager Gulf Scope : Location : Oman Context : Unilever Enterprise & Technology Solutions Support (ETS) is the global business unit that will manage the company’s shared business services and Technology services, solutions, and innovations.
Its mission is to provide excellent services globally which enable Unilever to win in the market by :
putting the business’ goals at the heart of what we do
leveraging cost-effective, best practice, global solutions across Unilever to meet users’ needs
making continuous improvement in both cost and service an integral part of our way of working
building a professional services organisation that enables our people to give their best
developing win-win relationships with selected providers to meet our current and future requirements
The key benefits from ETS are expected to be : -
Accelerate savings and benefits provide financial value back to the business to reinvest in areas of business growth, such as by reducing P / L spend and providing profitable cash through property disposals.
Step change in service improve user experiences in our services, processes, and our tools
Build the foundation for a 80B Euro business create the right foundation across Workplace to support a growing business.
This role requires a self starter that can drive the formation of a new org, manage old and new employees and integrate them into an effective team.
Particular focus on relationship building skills, ability to drive performance leading to success of 3rd party suppliers, and drive change in the workplace environment effectively while balancing sensitivities and local nuances. Accountabilities
The scope of the Workplace Services Lead covers the site of Oman site. The role will be responsible for leading the Workplace Services transformation and be accountable for the day to day delivery of Workplace Services in line with established service levels and service line strategy.
The services scope of this role includes primarily Facilities Management (both soft and technical services. The services scope will also include some activities across the other Workplace Services areas (Travel and Agile Working).
The role reports to the Workplace & Travel Services Assistant Manager Gulf and will be part of Gulf Workplace Services delivery organisation.
This role has the following key responsibilities :
Be accountable for day-to-day service delivery in line with established service levels, whether provided by a third party or in house by Unilever
Lead Workplace Services organisational and service delivery transformation across the geography
Manage day to day operations of in-house teams and service provider (s) across the geography
Resolve performance and quality issues, escalating to Regional lead where required, ensuring timely resolution
Deliver harmonisation and continuous improvement projects aimed at improving cost and service
Identify trends and actions to address where appropriate
Identify opportunities to improve understanding of the business requirements and adoption of the services and work with key stakeholders and clients to develop and implement plans to address these opportunities
Ensure timely and accurate performance reporting
Suggest changes and improvements to metrics SLA’s, KPI’s, etc
Facilitate regular performance reviews with service providers and / or insourced operations teams with geography leadership teams, holding both the supplier(s) and the client accountable for their part in successful delivery
Be the geography Workplace Services Business Relationship Lead including : Review of service performance with client Review of actual cost & consumption and cost & consumption forecasts with client Medium to long-
term joint business planning Escalate un-resolved issues to Regional and Global Service Operations Provide ETS projects updates to clients Run client service perception survey
Run operations and teams
Build and maintain positive working relationship with service providers and other key stakeholders
Manage accommodation facility, such as but not limited to ensure daily cleaning is being followed as per agreed schedule and receiving and reporting accommodation condition to stakeholder.
Purchase of new furniture as and when required. Replace items when broken, assign desk for new joiners.
The ideal candidate will have a background in Service Operations (+5 years experience), preferably in an Integrated Facilities Management capacity.
This person will have experience or knowledge about best practices, contracting methods, SLAs, KPIs, etc.
Experience in Corp Real Estate and / or relevant experiences in supporting HRS, Workplaces, Finance, IT and other critical service delivery operations
Experience in management of third party service providers
Experience in managing insourced operations teams
Experience in engaging key senior level stakeholders along with proven ability to influence and manage relationships with those stakeholders. Skills :
Demonstrated Project management and change management skills
Leadership capability to create and lead a complex transformation
Service delivery mindset
Service excellence mindset
Team leadership and commitment
Remote management skills
Proficient in English and Arabic languages, both written and verbal
Previous experience in Dubai Key Interfaces
Workplace Services Manager and Assistant Manager
Other service operations in ETS and cross-functional teams
Key clients within each Geography (Directors / Managers : MD / HR / Finance, Functional Leaders Supply Chain / R&D)
Key 3rd party providers