General Manager

Boston Consulting Group; Birmingham; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading consulting firm in Birmingham is seeking a Senior Operations and General Manager. This full-time role involves overseeing facilities operations at the prestigious London headquarters, guaranteeing a 5-star experience for clients and employees. The position demands a professional with 5–7 years of experience in facilities management, preferably within the hotel industry, leading dedicated teams to enhance workplace experience and brand representation. A strong focus on communication and interpersonal skills is essential.

Qualifications

• Minimum 5-7 years of experience in facilities management in corporate environments.
• Expertise in managing operations including HVAC, security, and maintenance.
• Strong budget management and P&L accountability.

Responsibilities

• Own end-to-end facilities operations at client’s London HQ.
• Coordinate building systems to ensure seamless operations.
• Establish service standards that create memorable experiences.

Skills

Facilities management

Customer service excellence

Communication skills

Interpersonal skills

Commercial acumen

Strong communication

Education

Professional certifications in facilities management or hospitality management

Tools

Facilities management software

Microsoft Office Suite

Job description

We are seeking an exceptional Senior Operations and General Manager to serve as the dedicated single point of contact for our client's prestigious London headquarters. This full‑time, office‑based role (5 days per week) requires a passionate professional who will live and breathe the client brand, treating our flagship building as their own home while delivering an uncompromising 5‑star experience for employees, clients, and visitors.

Responsibilities

• Own end‑to‑end facilities operations for the client’s London HQ, ensuring seamless daily operations across all building systems and services.
• Serve as the primary facilities liaison for the client’s leadership, providing proactive communication and swift issue resolution.
• Coordinate with building engineering teams, maintenance contractors, and service providers to maintain optimal building performance.
• Oversee space utilization, workplace optimisation, and facility upgrades that enhance the client’s employee experience.
• Ensure full compliance with safety regulations, building codes, and corporate standards while maintaining a premium aesthetic.
• Establish and maintain luxury service standards that create memorable experiences for employees, clients, and VIP visitors.
• Design and implement comprehensive hospitality protocols spanning reception services, concierge operations, guest relations, and executive support.
• Develop innovative workplace programs that enhance employee engagement and reinforce the client’s culture and values.
• Personally manage high‑profile visitor experiences and executive‑level hospitality requirements, embodying the client’s brand values.
• Build and maintain strong relationships with the client’s stakeholders at all levels, from front‑line employees to senior executives.
• Serve as the trusted facilities adviser to client leadership, anticipating needs and delivering solutions.
• Handle all facilities‑related escalations with professionalism, ensuring the client’s reputation is protected and enhanced.
• Lead and inspire facilities and hospitality teams to deliver consistent 5‑star service that exceeds the client’s expectations.
• Foster a service culture that prioritises proactive care, problem‑solving, and continuous improvement.
• Ensure adequate staffing and seamless service delivery across all operational hours.
• Conduct regular training to ensure all team members understand and embody the client’s standards.
• This role is based full‑time (5 days per week) at the London headquarters, requiring a dedicated on‑site presence to ensure continuous service excellence and immediate responsiveness to our teams and clients.

Qualifications

• Minimum 5–7 years progressive facilities management experience in premium corporate environments, luxury hotels, or high‑end mixed‑use properties.
• Hotel industry experience strongly preferred, with demonstrated ability to translate hospitality excellence to corporate workplace settings.
• Proven track record managing comprehensive facilities operations, including HVAC, security, technology infrastructure, and maintenance coordination.
• Experience serving as single point of contact for senior executives and managing high‑stakes client relationships.
• Working knowledge of building systems, preventive maintenance programmes, and facilities management software platforms.
• Experience with space planning, workplace design, and facility optimisation in corporate banking or financial services environments preferred.
• Proficiency in facilities management systems, work order platforms, and Microsoft Office Suite.
• Exceptional interpersonal skills with ability to build trust and credibility with client leadership and teams.
• Strong commercial acumen with budget management experience and P&L accountability.
• Outstanding communication skills for presenting to executives and coordinating with diverse stakeholder groups.
• Demonstrated passion for service excellence and brand stewardship.
• Ability to work independently while maintaining close collaboration with client stakeholder teams.
• Flexibility and resilience to handle multiple priorities in a dynamic banking environment.
• Professional presentation and demeanour suitable for interaction with senior executives and external clients.
• Professional certifications in facilities management (CFM, FMP) or hospitality management (CHA, CHE) preferred.
• Experience in financial services or banking environments.
• Background coordinating events and executive meetings in corporate settings.
• International experience or cultural awareness aligned with the client’s global presence.