The Corporate Services Manager shall be responsible for ensuring great quality service for the users and occupants within the workplace. The Manager will design and deliver a program that meets client expectations and business requirements and will act as the liaison between our team, vendor partners and the client, in managing the relationship, service delivery and quality with all stakeholders for administrative office/receptionist services. This individual is responsible for satisfactory delivery of end user business and occupant amenities, specifically for office & administrative services. The ideal candidate will have exceptional skills in customer service and the ability to support facilities management and real estate professionals in a faced-paced environment. Integral to the role is providing overall leadership and oversight of professionals in the program to manage governance and delivery of services pursuant to the requirements of the client. This individual is expected to deliver superior strategic planning and execution of occupant services, specifically reception, vendor coordination, and administrative tasks by integrating vendor and team resources to meet the vision and desired outcomes requested of our client's CRE/FM team.
The purpose of this position is to provide management/leadership for these functions within our facilities organization in New York reporting to C&W's on-site account leader, and support other locations in the client portfolio as needed outside of New York State. The position is charged with the day-to-day implementation of policies, procedures and programs that will assure a well-managed and well-maintained building occupant services (listed above), placing maximum emphasis on positive response to the concerns and needs of the occupants, guest and employee experience, health, safety and quality programs in coordination and in conjunction with the client's goals and objectives. The position manages and coordinates the activities, vendors and manpower required for current and future needs of the building and operations.
We are seeking a passionate and driven professional to act as an ambassador and liaison between our client, employees and visitors who come to the site for meetings and events. Ideally this individual cares deeply about the level of interaction and the quality of the experience the recipient enjoys and will be responsible for management of the office services team and ensuring WPS policies and procedures are followed on a daily basis.
Job Description
JOB DESCRIPTION
The Manager is responsible for delivery and related of office and business administrative services, facilities (office as a space), and workplace resources supporting business needs. Works closely with the Facilities team, events team, real estate team, security team, by providing oversight and administration of office services team (including vendor and/or on site team) direction. Establishes a strong rapport with clients, vendors and contractors.
The Office Services Manager adheres to company policies and procedures, following all safety and security protocols and ensures the onsite team and vendors do the same. Importantly, the manager is responsible for designing and refining the program of delivery to ensure customer satisfaction, ensuring operational excellence, while managing budgets and setting targets, expectations and standards with the chosen service providers. This is an operational role responsible for delivering results as an individual contributor, as a team manager, and providing strong oversight of multiple third party providers.
Essential functions and responsibilities
Work with the entire Facility Management team (C&W and our client) to build and deliver best in class office services and workplace amenities that in turn promote efficiency, productivity, and peak performance in the workplace through the building and its amenities.
Position includes understanding and support of assignments, tasks and responsibilities in all aspects of office services support.
Tracks COIs and MDNA's for external vendors when necessary
Manage vendor relationships, driving service excellence and act as quality control/assurance on vendor quality and performance
Audit vendor performance and serve as primary point of contact for the C&W team and employees for service feedback
Lead program development, enhancement, and process for a positive end-to-end experience for the services under your responsibility
Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee and guest experience.
Proactively identify needed repairs, maintenance, or updates required in the workplace.
Communicate required information to employees, executives, facilities management, landlord, and Cushman & Wakefield account management, as needed.
Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are occupant ready.
Support the team to optimize / reduce operating costs
Reviews all appropriate documents, manuals and standard operating procedures to be familiar with details of engaging with guest visitors and employees
Assist with any changes or new information promptly and reliably, following up with the customer to ensure satisfaction with course of action
Ensure C&W account team members greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required. Project an approachable and professional image in personal appearance, manner, and demeanor.
Ensure complaints, questions, concerns and suggestions are addressed and conduct follow-up, if needed.
Manage and oversees multiple service lines as described above
Provide strategic guidance and operational insights on high visibility projects
Build effective, collaborative and respectfulrelationships with all stakeholders
Identify, develop, and implement strategic plans, cost savings opportunities, and service enhancements under areas of responsibility
Ensure the day-to-day operations of the vendors and direct team are implemented and carried out in a manner consistent with C&W policies and ownership directives.
Key Competencies
Dependability and maturity strongly required with the ability to accommodate change when needed Strong organizational skills Technical Proficiency Problem Solving/Analysis Executive presence and comfort interacting with individuals at all levels Detail oriented, confident, self-starter with exceptional organizational skills Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy Conflict management skills with ability to work under pressure, while acting in a calm manner Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required Passion for building communities and connecting individuals Experience with domestic health and safety regulations. Expertise regarding layout and design Exceptional interpersonal skills, both in person and via telephone displaying a high level of professionalism Ability to develop, maintain and adhere to action items, responsibilities, goals and initiatives self- imposed or assigned. Flexibility in schedule to work overtime when needed and to accommodate occasional after hours business activities. Be able to learn quickly and follow detailed instructions Must be able to lift 25 lbs. and sit, walk, stand or bend for extended periods of time. Ability to provide consistently accurate service with acute attention to detail Exceptional written and verbal communication skills Ability to multitask and manage multiple events, meetings or projects in a fast-paced environment for a variety of client representatives. Ability to follow through and to help with tasks as a team player Experience in project management, and the ability to lead cross-functional teams Experience in process improvement, a plus
Important education
Four-year college/university degree and 3 years experience OR a minimum of 8 to 10 years of equivalent work experience if no degree
Important experience
5+ years customer service experience or hospitality experience, preferably from hotel or conference services background; or commercial high-rise, campus environment, and/or property portfolio management experience
3+ management experience ...
WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May be required to travel outside between properties in varying weather conditions.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Work requirements include:
Involves work of a general office nature; typically includes extended periods of sitting and/or operation of a computer
Regularly required to talk, hear, and use hands and fingers to write and type
Ability to read and understand information and ideas presented orally and in writing
Ability to communicate information and ideas in writing and orally so others will understand
Regularly required to utilize vision abilities, allowing reading of printed material, graphics, and computer displays
aap/eeo statement
Cushman & Wakefield provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.
other duties
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
Note: Due to our client's requirement, this particular position requires employees to provide acceptable documentation showing full vaccination as per CDC guidelines at the time of employment."
Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.
