National Director, Transformation

Position: National Director, Transformation and Experience
SUMMARY  The National Director, Transformation and Experience is responsible for leading and managing on-demand transformation, change management and workplace experience services across all BGIS client accounts nationwide. This role ensures operational excellence, strategic alignment, and compliance with governance and quality standards while driving innovation and client satisfaction.

KEY DUTIES & RESPONSIBILITIES
Service Delivery – Transformation & Experience, Furniture Installation, Furniture Decommissioning
Oversee the planning and execution of change management and employee experience projects across all client accounts.
Ensure adherence to BGIS processes, tools, and client satisfaction goals (e.g., CSAT and L2R).
Drive continuous improvement initiatives to enhance service efficiency and client experience.
Provides direction to the team, engages senior level clients and acts as point of escalation after the program manager.

Quality Management
Ensures processes and work instructions are in place to support consistent, high quality delivery of services.
Monitors compliance with documented processes, work instructions, and policies for change management.
Conducts internal audits and reviews to ensure consistency, quality of deliverables and documentation and repeatability of service delivery.
Champion best practices and maintain alignment with BGIS Quality Management System (QMS).
Develops and reports on service line success measures to track effectiveness, satisfaction & quality.

Resource Planning and Management
Develop resource plans to meet client delivery requirements for on-demand projects. Support the development of organizational models for new contracts with dedicated resources.
Collaborate with Program Directors and Planning Analysts to track labor utilization and resolve resourcing challenges.
Lead recruitment, onboarding, and retention strategies for change management.

Continuous Improvement
Explore and propose process improvement to increase quality, client experience and efficiency.
Explore and develop business cases for new technology, software including AI to further efficiency and workflows.

Relationship Management
Build and maintain strong relationships with clients, contractors, and internal stakeholders.
Act as a trusted advisor to clients, ensuring alignment with their objectives and BGIS’s integrated delivery model.
Promote collaboration across service lines to deliver seamless, end-to-end solutions.

Reporting & communication
Lead the preparation of project status reports, monthly financial summaries, and performance dashboards.
Communicate project impacts, risks, and opportunities to senior leadership and clients.
Facilitate national forums and knowledge-sharing sessions to drive best practices.
Supports the completion of project status reporting and monthly financial reporting activities for all projects that include change management, transformation and employee experience.

Financial Management and reporting
Develop and manage budgets for relocation and decommissioning programs and projects.
Monitor financial performance, ensuring projects are delivered within scope, schedule and cost parameters.
Support forecasting, variance analysis, and cost optimization initiatives.
Ensure effective financial administration, including accounts payable (A/P), accounts receivable (A/R) & collections, labour absorption, financial reporting.

People Management
Provide leadership, coaching, and development for direct reports and project teams including Optimizer process.
Foster a culture of accountability, innovation, and continuous improvement.
Ensure team engagement and alignment with BGIS values and strategic objectives.
Strives for 100% employee engagement and satisfaction through effective leadership, communication, administration and provision support including mentoring and team member development activities for direct reports.

KNOWLEDGE & SKILLS
University or College Degree.
Education in change management, human resources, workplace strategy or project management an asset.
7+ years in managerial capacity including recruiting, onboarding, mentorship and coaching.
End-to-end change management planning and execution for large-scale, multi-site projects.
Understanding of workplace change management and client communication strategies.
10 +years’ experience in change management, project management with specific experience related to workplace and employee experience.
Expertise in developing and executing sustainable decommissioning strategies, including reuse, resale, donation, and recycling of assets.
Understanding of emerging trends in workplace solutions and change management.
Excellent communication skills.
English/French bilingual is an asset.
Experience in customer service and client facing activities.
Ability to lead national teams, mentor staff, and foster engagement.
Strong decision-making and conflict resolution skills.
Experience working on complex corporate projects including multi-disciplinary projects with complex stakeholder…