Office Experience - Office lead - Manager
Key job responsibilities include the following
- Lead Office Experience teams in US India offices across India.
- Manage Facility Managers and team members to ensure they adhere to company’s policy and standards in achieving its goals.
- Lead and provide Supervision over the team on professional’s experience in janitorial services, F&B experience, mail room services, healing rooms, recreational facilities and allied services.
- Delegates work with clear work instructions and provide performance feedback to team members.
- Provide recommendations to effectively influence key decision makers at the senior manager level on occasion, based on available data.
- Plan budget requirements for the site and ensure invoices related to Office Experience are raised and submitted within the stipulated timeframe.
- Organize departmental meetings to regularly update colleagues and resolve issues as a preventive measure to possible problems and conflicts.
- Forecast Office Experience requirements in advance and effectively work in transition of new projects from Real Estate Services to go-live set up.
- Development of persuasive management presentations and other support materials (such as project plans, tracking documents, meeting notes and status reports) to drive implementation of projects.
- Ensure open communication, quick and accurate response to leadership requests and queries.
- Coordinate M&E requirements with Real Estate Services and ensure minimum disruption of utility services.
- Liaise with other functions to resolve any operational issues relating to Office Experience.
- Ensures that the team develops operational strategies, policies and procedures in line with the operational requirements.
- Manages firm assets and ensures that Environmental Health and Safety (EHS) and Quality programs are in conjunction with department's objectives.
- Anticipates issues, prioritizes and plans the team with an action plan and ensures that they are completed within deadlines set.
- Provide necessary guidance to the Global Contact Centre team dedicated for Office Operations, on a regular basis, helping continual improvement in their response to clients.
- Supervise and support employee transportation and fleet management teams.
- Manage space requirements (seats, conference/ meetings rooms, Hoteling etc.) for the business teams.
- Ensuring compliance with statutory legal/regulatory/contractual requirements.
Understand Risk and flag critical risks to supervisor in a timely manner
- Business excellence & governance.
- Provide support for office events organized within and outside office premises.
- Define Service Level Agreements (SLA) and implementation on ground to oversee vendor performance in accordance with established compliance and operational standards.
- Representing Office Experience teams during leadership/Client visits.
Team Management
- Provides support to other team members and help them with producing different ad-hoc analysis for complex issues.
- Delegate tasks to the team members and co-ordinate activities within the team
- Leading efforts to improve Customer satisfaction, quality initiatives etc.
- SLA monitoring and adherence on ongoing basis.
- Ensure that regular check-ins are conducted with team members
- Timely feedback is shared based on observations.
- Ensure necessary training recommendations are shared with team members for overall development.
- Coordinate with Learning & Development design team to customize and create learning plan for team members for overall development.
- Timely Recognition of team members through the Rewards & Recognition programs.
Key skills required
• Assertive and Pro-active communication.
• An unwavering commitment to superior customer service.
• Ability to develop and maintain excellent relationships with staff at all levels of the organization and other stakeholders.
• Ability to utilize personal skills to achieve goals and a high standard of performance.
• Positively leading, motivating and effectively working with colleagues, staff and customers in a cordial and team environment.
• The ability to contribute to long-term financial planning and results, including controlling costs and managing budgets for own cost centers.
• Ability to use the technology required in day-to-day work including experience in the use of word processing, spreadsheet and database software such as Microsoft Office tools.
• Ability to proactively recognize and respond to the differing needs of individuals and groups.
• Ability to suggest and contribute new ideas and initiatives.
• Understands Office Experience standards, Business environment current with industry trends and sound acumen on budgets, financial and operational metrics/KPIs (Key Performance Indicators) used by professional services firms.
• Clear and concise in verbal and written communication. Must be able to effectively communicate with Firm leadership, internal clients and all levels of management of the Firm.
Personal skills required
• Strong communication skills
• Negotiation skills
• Proactive problem solving
• Leadership skills
• Conflict Resolution
• Mentoring skills
• Collaborative skills
• Networking skills
• Ability to be supportive and motivate others
Characteristics
• The candidate must possess a flexible work style and be able to work beyond the normal schedule, when required, to meet deadlines.
• Able to develop network within the firm to aid in the team’s understanding of key deliverables as well as challenges.
• Should be able to work effectively, with minimal day-to-day supervision, and within a team environment to significantly contribute to the success of the team.
• Must possess a client-service mindset and a desire to take on tough and challenging projects.
• Will proactively investigate and mitigate risks, coordinating with team members and others to resolve issues and escalate issues as necessary.
• Outstanding research, analytical, and quantitative aptitude, as well as advanced attention to detail are required for success in this role. Positive attitude while dealing with operational issues and problems.
- Work Location: Kolkata
- Shift Timings: 8 AM - 11 PM