Office Manager

The SPS Team has a great opportunity for an experienced Office Manager to join our team in New York City!

The ideal candidate profile:

• On site Work: This is a M-F onsite role working during regular business hours. 2x a month the candidate will swap a week day for a weekend day Saturday or Sunday. The candidate hired will be willing and able to work on site 100%.
• Must have 3 years of relevant experience working as an Office Manager or similar in any environment
• General knowledge in hiring, onboarding, and managing people

Job Description

The Office Manager (OM) position is an on-site role with day-to-day client interactions, people and process leadership responsibilities. The OM has daily service deliverables, employee management, overall customer satisfaction goals, and strict adherence to all SPS policies. The OM will act as the primary SPS client liaison while ensuring all site staffing and leadership needs are met.

This position continuously offers the highest level of service to all clients and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Duties and Responsibilities:

• Proactively institutes the SPS Governance Model to ensure client satisfaction.
• Manages all resources within the operation, including people, hardware/software and facilities leadership functions.
• People Management: Ensures adherence of SPS and client site policies and procedures, provides coaching/training/mentoring to all staff and partners with various department leaders to ensure SPS meets its deliverables to the client.
• Recruiting: The OM will partner with the Talent Acquisition team to ensure all staffing needs are met. This will include participation in any hiring events and activities.
• Training: The OM will be part of all new hire onboarding tasks from new hire induction training, orientation to partnering with SPS HQ to ensure all new hires or newly promoted staff compete all required training plans.
• Payroll & AP/AR:  Will process payroll weekly and partner with lead and corporate payroll to ensure all staff timecards are processed accurately. Will facilitate reports (ie. Overtime, anniversary, staff, training).
• Scheduling: The OM will be responsible for scheduling and helping to ensure SPS has the proper staffing level for all shifts and service areas.
• Troubleshoots and resolve all client, site management and site staff issues.
• Coordinates, implements, and oversees any special projects.
• Serves as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints. Will partner with HR on most of these matters.
• Maintains consistent communication with client and SPS at all levels.
• Managers the receipt, delegation, and successful completion of all client requests. Handle escalations as needed and partner with corporate HR or operations leader on solutions.
• Meets all client and SPS deadlines.

• Maintains a safe working environment for the SPS staff.
• Tracks all client requests using the approved tracking mechanism for activity and performance.
• Maintains metrics for monthly reporting of KPIs/SLAs.
• Oversees all equipment, supply and messenger vendors to comply with SPS contract.
• Performs daily walkthroughs to observe team performance firsthand for site inspections.
• Documents any incidents and inform client and SPS immediately.
• Maintains Client Satisfaction Index (“CSI”) at or above previous score.
• Participates in Monthly and Quarterly Client Business Reviews.
• Maintains Employee Satisfaction Index (“ESI”) at or above previous score.
• Participates in SPS sponsored events.
• Establishes and maintains accountability to next higher leadership authority.
• Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations
• Develops, appraises and counsels staff to reduce turnover, improve employee satisfaction and increase promotional opportunities for staff members.
• Maintains consistent documentation monitoring the status of each employee.
• Provides annual employee performance evaluations and reviews as directed by SPS.
• Has strict adherence to all SPS policies & procedures.
• Serves as a knowledge resource regarding SPS policies and procedures.

• Exceeds all contractual and client KPIs/SLAs.
• Immediately reports any personnel, security or data breach incidents to SPS leadership team.

Qualifications and Education Requirements:

• College degree preferred.  High School Diploma (or equivalent) required.
• Minimum of 3-5+ years of experience in an Office Management role managing the employee life cycle from staffing, payroll, training and coaching/development. Any background managing facilities and the administration of policies/procedures will be essential to have.
• Any previous retail operations or office management experience handling multiple responsibilities is highly desirable.
• Ability to solve problems, build business relationships and interact with various levels of employees, staff and clients.
• Facilities, Outsourcing or retail operations industry experience a plus.
• Exceptional computer skills.
• Driven by client satisfaction, with proven track record of diplomacy and ownership.
• Strong integrity, solid business ethics.
• Strong team approach to account management.
• Creative strategic thinking and performance.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.