Workplace Experience Support Manager 1

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The workplace experience support manager demonstrates experience in a matrix organization and is responsible for managing an ESS operations and facilities team for the location(s) assigned. This position is responsible for directing and coordinating workplace experience support (i.e., facilities, hospitality, and office operations) for more complex office location(s) or multiple locations within a specific market. This position works with other ESS solution set team members to ensure adequate office coverage and operational success in the assigned location(s). This includes the overall building environment, appearance and safety of employees and building(s) occupied within the assigned geography to ensure that it remains in good working condition, the general operations of the workspace to include upkeep of equipment, supplies, and delivery of the associated support services, and overseeing logistics and planning of events and meetings, which may include internal and external attendees.

The workplace experience support manager oversees the management and delivery of the office workplace experience for colleagues. This position is responsible for ensuring the workplace experience support teams deliver daily office operations, including visitor management, safety, hospitality experiences, reception, and facilities management and in accordance with workplace experience support playbooks and firm policies and guidelines. The workplace experience support manager has proven and effective experience of working closely with a workplace experience support director or manager lead, and other ESS and firm leadership on identifying process improvement opportunities and efficiencies for workplace experience support and will provide quality and consistent support throughout the firm in accordance with RSM policies. This position may also function as an internal subject matter professional on process creation and improvements. The workplace experience support manager is an advisor and idea generator in the creation and evolution of processes, value-add ESS support items, and internal and external client service support items in multiple formats as ESS continues to evolve. Additionally, this position will function as a trusted advisor to office leadership, to relay operations best practice changes that will impact local processes, along with aiding to identify potential cost savings to the office budget.
Essential Duties

• Manage ongoing day-to-day ESS projects and tasks within a specific location(s) ensuring quality of work product and efficient and consistent support and service, to include the ability to familiarize, understand and leverage RSM workplace experience support playbooks and actively deliver service according to them, providing input on content as needed
• Manage or participate in projects, tasks and maintain stakeholder relationships to ensure that business needs are met.
• Ensure that projects are delivered on time, and various risk/issues are recognized, ensuring quality and consistent service and support.
• Support operational leadership with projects, including best practices, process definition and collaboration with stakeholders to ensure that business needs are met, and projects are delivered on time.
• Recognize and determine the appropriate corrective action to ensure services are delivered on time, and within budget and scope. Escalate to workplace experience support manager lead or director, as appropriate.
• Maintain project documentation to identify, evaluate, plan, monitor and follow-up on active projects, including use and reconciliation of office purchase card.
• Build strong relationships with leadership within the location(s), firm client service and ESS to ensure constant alignment between the needs of the business and the needs of ESS and our clients, both internal and external.
• Provide input on resource forecasting to the workplace experience support manager lead or director and will assist with interviewing, selecting, orientation and onboarding, and training of team members at certain levels. Provide reporting and sensitive information to location leadership with discretion and composure.
• Communicate and manage priorities as defined by the firm, location, and ESS leadership down to the team(s).
• Contribute to automation and process improvement through technology, reporting and data analysis.
• Manage best practices and process improvements to ensure effective and consistent services that contribute to the success of the firm.
• Cultivate a culture of growth and foster an inclusive environment to ensure employee engagement and retention.
• Provide input on the development of training as appropriate.
• Provide effective leadership, serving as a performance advisor to the workplace experience support supervisors and other workplace experience support team members.
• Provide supervision, guidance, development, and training.
• Perform other duties as assigned.

EDUCATION

Bachelor’s degree
 

EXPERIENCE

• 10+ years relevant experience in related field or area.
• 4+ years of management and/or other experience in similar capacity
• Ability to interact with multiple levels of leadership
• Demonstrated experience managing multiple projects of moderate risk
   

TECHNICAL/SOFT SKILLS (REQUIRED)

• Ability to communicate effectively with diverse audiences
• Advanced Microsoft Office skills
• Strong grammar and proofreading knowledge and experience
• Ability to prepare charts, graphics, and tables, etc.
• Ability to problem solve in a fast-paced deadline driven environment
• Adept at managing multiple tasks and projects
• Demonstrated ability to apply technical/procedures requirements of the position based on knowledge and experience within specialization
• Effective organization, prioritization and time management skills, and strong attention to detail
• Demonstrated ability to impact and influence a diverse population
• Ability to manage workflow and expectations with team members, and provide guidance/training as needed
• Demonstrates professional judgement and emotional intelligence, with the ability to coach others to do the same
• Demonstrates an advanced working knowledge of tools, resources and technology required with assigned responsibilities
• Excellent people skills
• Experience with project management tool(s)

SPECIAL REQUIREMENTS SPECIFC TO JOB

• Must be punctual and able to adapt to changing schedules
• Ability to convey instructions clearly and concisely and be responsive when required
• Maintains professionalism in demeanor, conversation, and dress.
   

LEADERSHIP SKILLS (REQUIRED)

• Ability to respond positively to changing circumstances, serve as a model of the change, while having quality-conscious client service, decision-making, conflict resolution and critical thinking skills
• Demonstrated ability to attract, lead, motivate and retain a team, including providing guidance and feedback
• Work collaboratively with peer group to provide support across the enterprise particularly during peak times
• Demonstrated ability and mange discussions with office leaders, engagement leaders and line of business leadership
• Ability to lead by understanding team dynamics
• Ability to manage at a macro level and identify when a refined approach is necessary
• Ability to assess and leverage skill sets among team members
• Ability to communicate effectively across multiple stakeholders and internal teams
• Ability to oversee and lead a team, market or industry-based team
• Demonstrated ability to manage, direct and analyze the results of programs, projects or assignments
• Helps build a diverse and inclusive culture in the workplace by cultivating a safe environment to ask questions, share innovative ideas and make suggestions and provides coaching on an informal basis
• Promotes individual and team achievements, drives greater employee engagement to help employees understand how their work aligns to strategy
• Effective written and verbal communication and interpersonal skills
• Works collaboratively with subfunction leadership to provide input and support during the business planning process

PREFERRED REQUIREMENTS

• Data analysis skills

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.  

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [email protected].