Job Family: Work Place Managers

Transcription

1 Job Family: Work Place Managers Job Family Summary: A Business manager with significant Workplace delivery experience who, in a globally consistent manner provides the key point of contact and accountability for the delivery of WPR solutions to the internal Cisco client. Acts as the key Client to the rest of the WPR Delivery team and continues to elevate the engagement through structured methodology, leveraging the Global Client Relationship Managers / Theatre Centers of Excellence and adding value to local and regional decision makers by building on the credibility gained through delivery to more effectively support the business. WPM key differences between roles are (1) levels of engagement with the business and Cisco partners (2) people management responsibility where these exist and (3) Leadership behavioral expectations to influence, make decisions, solve complex issues and drive change Core Competencies: Effective Communication, Influencing, Relationship building, Planning & Prioritization, Negotiation & Decision-Making skills Translation of business requirements to concise business cases that can be operationalized to a tactical delivery model Conflict management and ability to diverse sources of information Strong English language capabilities, written and verbal. Essential Job Responsibilities: Build client relationships at a local - Country/ Campus level through structured and consistent engagement model (available in draft above) Single Point of Contact (SPOC) to manage the client relationship at the consumer level. Proactively connect with CRM team to ensure closed-loop with regard to client discussions and strategies. Act as the key point of accountability for WPR services and solutions from the client s perspective at all delivery stages Act as the internal Client to the WPR Delivery team, the point of escalation and representation for the Country/Regional/Campus client team Collect local/regional demand and provide to theater planners for alignment to overall global demand. Partner with CRMs to resolve alignment discrepancies, and communicate results to the local client. Drive all non-business as usual/operations Communication to the client team in a structured fashion Educate, Communicate, Set expectations with clients relative to Cisco and industry trends, policies, standards, corporate directions Bridge between Local/Regional client requirements/expectations and Theatre /Global objectives through constant dialogue with other stakeholders within and external to WPR such as: Strategy to Plan team for Road Map, GSS; I2O team for offerings (e.g. workplace solutions, services, etc.), designs and policies; Finance capital constraints/process/communication Understand M&A Integrations strategy and develop the Brief for local/regional delivery, influence consolidation opportunities, implement the acquisition integration plan, and remain on Integration team until activities are operationalized and handed over to theatre COEs and respective providers Actively interact with clients to solicit feedback and participate in Customer satisfaction evaluations Establish partnerships within wider WPR team as well as cross functional peers in HR, IT, Finance, SSBR, Risk Mgt to develop common agenda and initiatives in supporting the business through participation in local BU councils, initiatives, incident planning

2 Contribute to the definition of conceptual model, final design, and standard packing of a new and/or revised offering. Participate in the assessment of financial impacts (VROM) for the Global Site Strategy. Participate in the translation of actions into a set of projects to optimize the RE portfolio. Route local client project requests for review through the portfolio management process. Complete project initiation form for local client projects and verify priority through the alignment with the regional plan. Engage with the client to identify their requirements, interpret into a project brief, and obtain client sign-off. Work with client/client controller to confirm project costs, allocations and verify funding & obtain Execute Commit approval. Coordinate the preferred RE location option decision with the client. Facilitate the client project survey as part of project close-out. Manage the resolution of services and facilities escalations as needed. Manage occupancy permits and sign-off on the initiation of new facilities. Responsible for the ongoing management and optimization of building space for their assigned portfolio which includes: review of local demand requests and occupancy data, conducting space walkthroughs, making decisions on space solutions, approving move requests, and resolving space escalations. Act as landlord point of contact for RE administration activities. Responsible for the deployment and ongoing monitoring and assurance/ compliance of EH&S, BCM, CMT, and Sustainable Development programs for their assigned portfolio. Lead change and reinforce change management strategy/plans to drive consistency and adoption within the workplace. Operates Environmental Compliance programs that have been standardized through Idea to Offering. Supports audits and interacts with local regulators. Submits required reports and ensures appropriate inspections are completed. Ensures compliance with all program requirements. Participates in Environmental Compliance evaluations. Supervision Given/Received: Expected to work independently with guidance in only the most complex situations; may lead functional teams or projects. Generally serve within individual contributor capacities following the C-Lead behavioral model Determines methods & procedures on new assignments, & may provide guidance to other personnel Engagement is expected at Sales Country Mgr level, CDO Team leader, Directors Related Business/ Technical Knowledge, Skills and Expertise: Ability to build relationships with Clients, Partners and Peers, acting as role model for collaboration, team work and C-Lead Ability to leverage, influence and collaborate with internal/external teams to achieve measurable deliverables Excellent communication, team interaction skills, presentation and consulting skills, positive and pragmatic thinker Manage expectation of the Cisco client at senior management levels, GM/Team Lead/ Ops Directors Self-starter, Independent, pro-active, multi task, program Management mind set who is able to resolve conflicts Diplomat who can master the dynamics of Local business vs. Theatre objectives vs. Corporate goals Ability to generate through collaboration innovative ideas that bring value to the organization Possess comprehensive knowledge of current global best practice in workplace solutions as a business enabler Experience in at least 2 areas of Workplace Delivery and understanding of the interdependency of their functions

3 Comprehensive knowledge of finance and budgeting as well as analytical tools to complex issues and make substantiated recommendations Active member of professional networking organization Having wide-ranging experience, uses professional concepts & company objectives to resolve complex issues in creative & effective ways. Interprets internal or external business issues & recommends best practices. Education and Experience: Would require a BSc degree in relevant functional expertise, with a strong preference for advanced degree and/or ongoing coursework. Extensive industry experience spanning more than 8 years will be considered to be equivalent. Comprehensive understanding of the corporate real estate life cycle and an in depth knowledge of at least one discipline would be required. Type and Size of Projects: WPMs will be held accountable for all operational and capital investment activity within their designated geographical region, with the clear objective of achieving high customer satisfaction, meeting business requirements balanced with corporate guidelines, operational excellence, and cost reduction where appropriate and implementation of best practices. Reporting Relationship: WPM reports to a Lead WPM or in cases of high investment countries directly to Theater Lead/Director of Global Delivery Maintains indirect relationships with global CRMs as appropriate to geography and client base Problem Solving: Focus on problems requiring analysis, scenarios planning, research and judgment in the selection of proposals to present to our clients. Problems will require extensive collaboration across geographies, functions and cultural boundaries, neither unencumbered by legacy processes nor perceived organizational silos. Problem resolution will require pro-activity, prompt decision-making under conditions of uncertainty, balancing local requirements with company objectives.

4 Additional notable competencies and role expectations: Interface/ Communication: Internal: Direct interface with other WPMs, Theater-based functional COEs, RPMs and partner account managers for their respective region, Financial controllers, HR Mgrs, IT, SSBR, Ops Directors. External: Direct interface with comparable roles within peer companies and recognized industry organizations. Influence/Impact: Directly and significantly impacts internal client relationships, cross functional relationships and overall WPR credibility from the core business perspective. With certain activities such as Cisco on Cisco showcasing. Accountability: the successful execution of the end to end Services/Projects/Solutions/Programs delivery within their geography connecting the dots within WPR wide org and cross functional peers when developing plans/brief to support the business being the key point of contact to the client and representative of WPR Opex variance performance and Capex absorption rates as long as they are stakeholders in decision making process Utilizing portfolio dashboard metrics when presenting WPR recommendations to the business Exercises judgment within defined procedures & policies to determine appropriate action. Develops departmental plans, including business, production and/or organizational priorities. Focus is primarily on implementation & control, rather than policy & strategy development Success Factors: Annual Customer Survey by Theater Lead via TP/Phone/Video interview similar to IBSG approach to external Customer Partnership Internal WPR teams feedback on whether WPM adequately represented the client, collaborated and communicated Written recognition by senior leaders of successful delivery of solutions, Coverage in Company Meetings, CEC websites Invitation to local/ Site/Country Cross Functional initiatives Being trusted to engage external customers in sharing the Cisco on Cisco story Earned a seat at the table and is considered a member of the extended staff of Country GMs/Site Councils or similar Engaged during local/ regional exploration stages of changes in the business as it relates to respective geographies/sites e.g. China 3. Ability to Localize and Operationalize a global business plan and program. The role may also include the following: Pro-actively partner with Global CRMs to: bring global intelligence/strategies/direction from key policy makers and functions (e.g. CA, Sales, CDO) to local/regional client base define relevant key measures that should be followed within theatres identify who should be the local client or BU decision makers in complex sites

5 share new local, regional, theatre industry and Cisco trends, client intelligence Facilitate escalations to corporate policy makers for resolution of challenges as well as approvals Understand how changes in the business may impact WPR solutions within theatre Understand local and regional business priorities and effectively translate these to WPR solutions, plans, capital pipeline and services Partner with Theater COEs (Real Estate, Capital Project Management, Facilities Management), Risk Management and Safety & Security Business Resiliency: Attendance of Client staff meetings, Leading QBRs, All Hands meetings, Cross Functional councils Participation and influence in COE s Service Providers Performance reviews as well as KPI/SLA setting Structured dialogue with Theater COEs to exchange client s and providers feedback Acting as key stakeholder in any discussions or activities that may impact approved Operational budgets and Capital pipelines Champion the following through (where appropriate) setting agendas, leading discussions, facilitation and participation in: Mobility, CIO Relevance, Green initiatives, ISO 14k program, Business Resiliency Planning and Incident Management, Change management to embrace mobility within the workplace Cisco on Cisco customer engagement, opportunities to support sales acceleration, workplace as an enabler for growth and Improved employees/customer experience, POR (Plan of Record) reviews with clients. Expert knowledge will remain with corporate functions as well as Regional Program Manager teams Act as local WPR representative for Government and Community affairs for larger campus locations as appropriate Be an expert user of the WPR Dashboard and effectively use the information to lead client discussions, focusing on cost structures and benchmarking to provide transparency of total cost of occupancy as well as capital projects Participate in the Capital investment 3-5 years model development and input to align with client requirements at a Regional/Local basis Cisco Systems Hong Kong Ltd. 28/F Great Eagle Centre, 23 Harbour Road, Wanchai Tony Wong DIRECTOR, WPR APJC DELIVERY tsfwong@cisco.com Phone: Mobile: