Building Manager — Building Experience

Job Description
Your role & work environment
As Building Manager at Building Experience & Excellence (BEE Be), your challenge is to be the BEE Face —On-site BEE owner for Main buildings and Branches — Face, Eyes & Ears for ING — with hospitality embedded at corporate reception. Applies understanding of operational systems and knowledge of assets and services when handling on-site operational tasks of varying complexity, to ensure quality of service to the client and the effectiveness of first-line controls.
You will join BEE (Building Experience & Excellence) at ING Belgium — the department responsible for all real estate and facility services — as part of a team driving strategic performance through expertise in finance, risk, compliance, data, tooling and portfolio management.
Your key responsibilities
On-site delivery, ticketing & service desk
Be visible: on-site SPOC; ≥70% on-site presence ; stakeholder meetings, supplier meetings
Be owner: ticketing, Safety / Security incidents, maintenance follow-up
Zone-based on-site presence across Branches
Single point of contact for events at Main buildings (catering, Audio/video, VIP)
Service desk operations — first-line ticketing and dispatching (AI-assisted)
Service Line & policy ownership
Own space-attribution rules and occupancy monitoring (in cooperation with Supplier Leader)
Own Workplace Experience Service Line (employee journey, on-site experience) (in cooperation with Supplier Leader)
Operational execution of Service Line once defined (informed of scope changes) (in cooperation with Supplier Analyst)
Concept leaders consulted on operational issues escalated from site (in cooperation with Supplier Leader)
Onsite asset management
On-site coordination & Hand Over during project execution — Main buildings & Branches
Operational input to program decisions on Building Manager rework (in cooperation with Supplier Leader)
Have a view on all recurrent proactive maintenance services per building (Hard, Soft, ..)
We look for
A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.
A Proactive ambassador, not a reactive fire-fighter: actively walks the building, greets occupants and tours the premises; the interface that lets ING's hospitality and strategy breathe on site. Carries the ADN ING common block — hospitality mind-set, knowledge of the BEE strategy, and regular team immersion — and tracks both CSAT (clients/visitors) and ESAT (ING staff
As an Ambassador, you will also need following competencies:
Customer Focus
Decision Quality
Instills Trust
Customer Service Delivery (Technical)
Builds Customer Loyalty (Technical)
Hospitality as a professional standard
Data literacy — Power BI and structured ticket follow-up
Writing skills and a tech-savvy, hands-on approach
Data, assets, process and planned minded
MS Office and other tools
Dutch, French, English