Job Description
The Role
The purpose of the Client Operations Manager is to ensure that the client and visitor facing services of the Firm such as Reception and catering provide an excellent service in line with world class hospitality organisations. It is also to ensure that the employee facing wellness services maintain a high standard and provide excellent value.
Key Responsibilities
- Responsible for the overall, efficient management of internal and external client-facing services and operations, including the Health Club, catering, switchboard, reception, booking desk, and meeting rooms, in line with agreed standards. These are outsourced services, and the responsibility includes ensuring suppliers meet their contractual requirements and amending these requirements as necessary to meet the Firm's needs.
- Clearly communicate expected standards across the London office and maintain those standards to the highest level, improving and amending them as necessary.
- Engage with all client-facing staff and contractors within the department to provide a seamless service throughout the client areas within the building, particularly working with reception, catering, security, and cleaning staff.
- Demonstrate a genuine passion for client service and the guest experience, inspiring others to do the same.
- Ensure outsourced suppliers implement best practices from across the service industries and actively seek innovative ways to deliver a world-class service.
- Exceed both internal and external client expectations by promoting a client-centric environment through supplier contract development and coaching where necessary.
- Maintain headcount levels at a cost-effective level without compromising service quality.
- Manage the budget to ensure service costs are within the limits of the departmental and London office overall budget levels.
- Work with outsourced service providers to enhance the visibility and reputation of client-facing staff.
- Explore how technology can improve service levels and bring more efficiency to the service experience, ensuring integration with other tech developments within the firm.
- Define performance metrics to demonstrate the value of individual service streams to the firm, such as measuring the effectiveness of BD or on-site events in terms of current or future legal revenues.
- Identify and share best practices with London service providers and across the wider network, importing successful practices from other offices.
- Ensure reception areas, meeting rooms, and event spaces are maintained and presented to the highest standard in line with expectations and budgets.
- Identify opportunities to streamline the service experience for users from all over the network, supporting global integration.
- Support other service improvement initiatives as identified by the business.
- Act as the Subject Matter Expert on the 2 Aldermanbury Square programme for Property Operations responsibilities.
- Manage the biophilia and plant contracts throughout the building.
- Liaise with 10 Upper Bank Street tenants, coordinating their needs and issues with relevant service lines within the department.
- Serve as the main point of contact for the Music and Arts committees and activities within the firm.
- Manage the ATM located on the 5th floor.
Qualifications
Your experience
Experience:
You will have experience in a similar role with the following skills:
- Managing significant budgets and day-to-day finance approvals.
- Client and front-of-house service management in complex corporate environments.
- Managing change and service development initiatives.
- Working with a full range of strategic suppliers.
- Managing and working with contract catering suppliers and consultants.
- Leadership and performance management of people and services.
- Excellent written and verbal communication skills with the ability to liaise confidently at all levels within the firm, adapting communication style and using influencing and negotiation techniques for maximum effectiveness.
- Strong analytical and problem-solving skills.
- Ability to develop strong working relationships and influence senior stakeholders, handle and interpret data, and articulate ideas clearly to senior stakeholders.
- Strong understanding of contract management, particularly outsourcing contracts such as catering, Health and Wellbeing, Reception, etc., and knowledge of financial models used within these areas.
- Exceptional customer focus with proven experience of delivering a service through a team to stakeholders.
Knowledge:
- Business unit planning, including headcount, costs, training, and processes.
- Thorough awareness of continuous improvement techniques and ability to identify opportunities and optimise services.
- Good working knowledge of statutory requirements.
- Budgets and financial management/reporting.
- Creating management information.
- FM outsourcing contracts and models.
- Proficiency in Microsoft Office packages.
Qualifications:
- Qualifications in finance and business administration are desirable.
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.
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.
Additional Information
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.
Equal opportunities statement
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.
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