Citibank | Facility Services

Cushman & Wakefield has provided Facility Services to Citibank for over 25 years. In 2014, we were awarded a contract to provide Integrated Facilities Management (IFM) and Infrastructure Project Management services to all of the office/administrative, critical and retail locations across North America. In 2018, through a global RFP, Citibank chose to extend its relationship with Cushman & Wakefield.

Cushman & Wakefield account leadership turned its focus from task-based to output-based, as well as elevating the relationship with Citibank to that of a true alliance partner. We focused on alignment of the new goals and objectives at the forefront of Citibank's mind, including innovation, sustainability and the user experience, allowing us to evolve from a service provider to a thought leader. Several steps were taken to instill these new goals across the organization:

Training Programs: Training programs focused on creating a positive user experience for Citibank. Our staff is now seen throughout the organization, checks in frequently, and connects with users.

Aligning Goals: We created organization-wide objectives that not only aligned with Citibank’s vision, but could be achieved by everyone in the organization, regardless of their level or position.

Employee Recognition Program: Cushman & Wakefield leadership turned to the account team to determine what members wanted to see in terms of motivation, engagement, and how they wanted to be recognized. Team feedback, tied to the aligned goals, enabled us to create more meaningful initiatives for everyone involved with the account.

Organizational Changes: In order to drive performance in key areas, such as Health & Safety, Innovation, Sustainability and Project Management, we created new opportunities for both existing talent and to bring in outstanding external experts.

Developing the Leadership Team: An outstanding team needs outstanding leadership. We implemented regular meetings with expert coaches to help our leadership team grow even further, and stay focused on communication and driving desired outcomes.

Once our goals had been set in motion, we kept Citibank’s team involved every step of the way through candor and clear communication, including frequent discussions with leadership. Ultimately, encouraging an alliance partnership was – and continues to be – a joint effort between both Citibank and Cushman & Wakefield.