AGM Workplace Experience

Context:

Working within the global banking and finance sector, the candidate will help ISS deliver an exceptional workplace experience through high-quality services and effective communication, fostering employee engagement, satisfaction, and a positive workplace culture.

The successful candidate will be expected to establish a strong PAN India workplace experience framework, develop capable and accountable location teams, and deliver a consistently high standard of premium hospitality-led service across all five locations. The role requires a leader who combines strategic oversight with operational understanding, demonstrates ownership of service outcomes, and can create a measurable impact on colleague experience, client satisfaction and overall service excellence.

KPI

• 1. PAN India Operations: Ensure consistent workplace experience standards and service delivery.
• 2. Curated Experience & Engagement: Drive PAN India engagement calendars, cultural events and personalized colleague experiences within approved budgets.
• 3. Team Capability Development: Strengthen team effectiveness through structured onboarding, training, cross-skilling and competency development.

4. People Leadership & Performance: Drive location lead performance, team productivity, talent development, succession planning and accountability against agreed KPIs.

5. Client & Stakeholder Management: Build strong client relationships, align service delivery with business expectations and resolve escalations within agreed timelines.

6. SOP Standardization & Governance: Implement standardized SOPs, service protocols, quality benchmarks and compliance requirements across all locations.

7. Operational Reviews & Reporting: Monitor service performance, engagement metrics, audit outcomes and improvement actions through periodic reviews and dashboards.

8. Budget & Resource Optimization: Ensure effective manpower deployment, cost control and utilization of approved budgets for workplace experience initiatives.

9. Continuous Improvement & Innovation: Leverage colleague feedback, data insights and digital solutions to enhance service quality, operational

Key Competencies:

Educational Qualifications & Experience

• Bachelors degree in hospitality/Hotel Management/ Aviation or equivalent.
• 8–10 years of premium hospitality experience (mandatory).
• Experience in team leadership, service excellence and stakeholder management.

Key Skills & Competencies

• Leadership & People Management
• Communication & Stakeholder Engagement
• Premium Hospitality & Customer Service
• Strategic Planning & Operational Execution
• Problem-Solving & Escalation Management
• Creativity & Attention to Detail
• KPI Monitoring & Budget Management
• Adaptability, Professionalism & Digital Proficiency

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the discretion to add to or change the duties of the position at any time.