Summary
Overview
Work History
Education
Skills
Certification
Timeline
Sara Landy

Sara Landy

Simi Valley,CA

Summary

Strategic and results-driven professional with a comprehensive background in leadership roles spanning product management, workplace experience, vendor management, and operations. Proven ability to collaborate with clients, operational partners, and account teams to understand needs and develop solutions and programs to improve the experience. Adept at establishing workplace experience strategies, amenity programming, and service delivery to enhance employee engagement and productivity. Accomplished in operational excellence, identifying solutions to complex business challenges, and working in ambiguous situations. Seeking a leadership role that leverages a multifaceted skill set to drive organizational success and innovation.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Director, Employee / Workplace Experience

JLL
11.2018 - Current
  • • Establish collaborative relationships with account teams and clients to thoroughly comprehend their Workplace Experience goals and objectives, and then develop comprehensive workplace experience strategies, amenity programming, and service delivery initiatives that drive employee engagement, boost productivity, and attract and retain top talent.
    • Work with clients and account teams to understand pain points, challenges, and areas of opportunity to develop employee journey maps, focusing on critical touchpoints (moments that matter) in order to enhance employee experience to drive engagement and success.
    • Execute multiple projects against the agreed scope and timeline, proactively identifying risks and opportunities throughout the project lifecycle, and provide expert advice to project sponsors and stakeholders.
    • Establish and foster relationships while sharing industry expertise, best practices, and thought leadership as a resource and subject matter expert, collaborating with existing account teams to provide support for Workplace Experience programs.
    • Continuously develop and enhance experience playbooks and programs aimed at improving efficiency, effectiveness, performance, quality, safety, and risk management for our clients.
    • Establish client-oriented performance metrics to align with their goals, optimizing the overall experience and adapting service delivery accordingly.
    • Partner with solutions development, account leadership / teams and clients to understand their overall Workplace Experience goals and objectives and create comprehensive strategies that enhance employee engagement, increase productivity, and attract and retain talent.
    • Participate in client workshops, solutioning sessions & sales pitch meetings as needed, resulting in the successful win of over $4M in fee revenue.

Director, Soft Services, Bank of America

JLL
09.2015 - 11.2018
  • Managed the comprehensive roll-out of Customer Experience training to all JLL employees (1000+) on the Bank of America account, completing "Train the Trainer" courses and leading the account-specific training.
  • Took charge of delivering operational excellence in the food and hospitality programs for Bank of America, ensuring contract compliance for the global relationship with the food service vendor and timely delivery of all agreed-upon deliverables.
  • Achieved and exceeded all client KPI and SLA targets for the food and hospitality programs while leading and coaching a team of four to ensure the consistent delivery of a superior client experience.
  • Collaborated with the India food service team to successfully transition the food program and align the vendor management program to the U.S., identifying opportunities for improved operations to drive efficiencies and cost savings and providing recommendations accordingly.
  • Proactively identified risks, resolved issues, defined processes, and trained team members to ensure consistent fulfillment of client expectations, including the successful transition of food service, hospitality, and fitness programs from Bank of America to JLL.

Vice President, Vendor Manager II

Bank of America
01.2008 - 09.2015
  • Responsible for overseeing vendor management deliverables, including quality reviews, scorecards, reports, contract adherence, and gathering supporting documentation for multiple vendors spanning various lines of business.
  • Strategically managed US-based corporate cafeterias, small market solutions, corporate dining, and special projects.
  • Served as the single point of contact for all bank-wide inquiries and concerns regarding internal fitness centers.
  • Successfully achieved 100% compliance with the Vendor Management program's SOR (Statement of Requirements) and VLQP (Vendor Lifecycle Management and Quality Program) requirements by identifying and resolving 67 gaps across multiple countries.
  • Managed the successful transition of 30 fitness centers to an un-staffed model, resulting in the elimination of a $2.1 million/year subsidy.
  • Assisted with the seamless transition of food service operations (14 units) between vendors, ensuring no interruptions to customers.
  • Established and maintained effective communication channels with lines of business, key stakeholders, and leadership concerning food and fitness programs.
  • Collaborated with the sourcing team to conduct efficient negotiations of contracts, schedules, and SLAs (Service Level Agreements) for third-party vendor agreements.

Education

Bachelor of Arts - Speech Communication

California State University Northridge, Northridge, CA

Skills

  • Resourceful
  • Results Orientated
  • Effective Communication
  • Organizational Skills
  • Analytical Thinking
  • Unwavering Work Ethic

Certification

  • Six Sigma Green Belt Certification
  • Vendor Management Certification – Bank of America
  • Enterprise Vendor Management Certification – Bank of America

Timeline

Director, Employee / Workplace Experience - JLL
11.2018 - Current
Director, Soft Services, Bank of America - JLL
09.2015 - 11.2018
Vice President, Vendor Manager II - Bank of America
01.2008 - 09.2015
California State University Northridge - Bachelor of Arts, Speech Communication

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Sara Landy