Workplace Experience Lead

About the Role:

The Workplace Experience Lead owns the day-to-day experience of employees and visitors in the office.

The role leads front desk and reception, visitor management, switchboard, meeting room, and food and beverage (F&B) and events services, creating a welcoming, professional and well-run workplace. It also oversees the supporting mailroom, courier and archiving operations, and manages key vendors.

The Lead is the main point of contact for stakeholders, making sure services are efficient, compliant and cost-controlled.

What You'll Do:

Front desk and reception management

• Lead front desk and reception services to deliver a professional, welcoming first impression for visitors and employees.
• Oversee visitor registration, access and security procedures.
• Manage switchboard services, including the Mainline and Private Bank Hotline, making sure calls are answered promptly and routed correctly.
• Set service standards for front-of-house presentation, etiquette and response times.
• Act as the escalation point for visitor and employee queries or complaints.

Meeting room management

• Manage the meeting room booking process using the Resource Scheduler.
• Act as Country Admin for the scheduling system, handling configuration, access and user support.
• Make sure rooms are set up, maintained and ready for use, and review utilisation to improve booking practices.
• Support hosting of client meetings and senior stakeholder visits.

F&B and events

• Oversee F&B services and event support, working with catering vendors to maintain quality and service standards.
• Coordinate catering and logistics for meetings and corporate events.

Team leadership

• Lead and develop the Reception, Mailroom, and F&B and events teams, including recruitment, engagement and development.
• Manage rotas, performance, training and day-to-day workload to ensure full service cover.
• Set achievable goals linked to organizational objectives, and resolve conflicting priorities within the team.
• Build a service-focused team culture with clear accountability.

Stakeholder and vendor management

• Build strong relationships with internal stakeholders, including business units (BUs), Facilities, Security, IT and senior management.
• Negotiate service contracts, and manage vendors against contracts, service level agreements (SLAs) and key performance indicators (KPIs), with regular performance reviews.
• Meet the client management team and other departments to review service reports and resolve discrepancies.
• Act as the escalation point for service issues and complaints.

Service delivery and administration

• Make sure service delivery is consistent and high quality across all areas of responsibility.
• Review and improve processes continuously across all Experience Services.
• Manage general administrative duties and processes for the workplace function.
• Monitor service performance and report on trends, issues and improvement opportunities.
• Identify content for workplace orientation materials, and manage their creation and delivery.

Finance and budget management

• Manage the operating budget for workplace services, tracking spend and forecasting. Recommend annual budgets and cost reductions, and meet savings goals within approved budgets.
• Review vendor invoices and charges, make sure all billings for business services are invoiced as required, and identify cost-saving opportunities.

Mailroom and courier operations

• Oversee inbound and outbound mail and parcel handling, with accurate logging, tracking and secure distribution.
• Manage international and local courier services, including provider relationships, service levels and cost control.
• Make sure customs, security and company policy requirements are met.

Archiving and document management

• Manage on-site and off-site archive storage, retrieval and retention in line with policy and regulatory requirements.
• Run disposal processes, including the review and resolution of orphan cartons.
• Be the main contact for Iron Mountain queries with the BUs.
• Complete regular account reconciliation of Iron Mountain charges, resolving discrepancies with the vendor and BUs.

Safety and business continuity

• Make sure everyone delivering workplace services meets safety standards, whether CBRE employees or third-party providers.
• Deliver the Service Business Continuity plan every six months, and run tests as required.
• Perform other duties as assigned.

What You'll Need:




Education and qualifications

• Manager or lead level: 4 to 8 years in workplace, facilities, hospitality or corporate services, with at least 2 to 3 years of leading a team.
• Bachelor's degree or other relevant vocational training preferred.
• No certificates or licenses required.

Essential

• Proven experience in workplace experience, front-of-house, facilities or office operations.
• Experience leading teams and managing third-party vendors.
• Strong stakeholder management and communication skills.
• Familiarity with room scheduling and visitor management systems.
• Working knowledge of budget management and invoice or account reconciliation.
• Experience with document management, archiving and retention processes.
• Background in financial services or another regulated environment.
• Technical and analytical skills
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook).
• Comfortable adopting new digital tools, including apps, databases, work order and financial management systems, cloud technologies and mobile applications.
• Strong analytical and quantitative skills, with comfort calculating percentages, discounts and commissions.

Key competencies

• Service-minded, proactive and professional.
• Polished and confident with senior stakeholders and visitors.
• Strong organisation and attention to detail.
• Confident team leader with good judgement.
• Calm under pressure, with a solutions-focused approach and a strong sense of urgency.
• Clear written and verbal communicator, able to present to internal and external audiences.
• Adaptable and flexible, able to work independently and on flexible schedules based on office needs.
• Discreet and trustworthy when handling confidential materials and information.

Key performance indicators

• Visitor, employee and stakeholder satisfaction.
• Service level and SLA performance across reception, switchboard, meeting rooms, mailroom and courier.
• Budget adherence.
• Compliance and audit results.
• Additional KPIs defined by mutual agreement during annual goals and objectives setting for the Singapore site.
• New initiatives and service improvements the Lead proposes and runs at the site, working with the global, regional and platform teams on new innovation.
• Contribution to site and regional workplace programmes and priorities.

Health, safety and environment (HSE)

• Take responsibility for your own safety and the safety of anyone affected by your work. Complete all required HSE training, follow all HSE policies and procedures, take part in HSE programmes and activities (including incident investigations and audits), and report any condition that could cause an accident or injury. Stop work if required.

As a manager, you also:

• Give your team enough distraction-free time to complete HSE training.
• Investigate and resolve reported unsafe conditions or acts, and report back to affected stakeholders.
• Support stop work authority when it is used in good faith.
• Communicate workplace hazards and procedures.

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service and excellence - and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process