Workplace Experience Support Supervisor

RSM US LLP•Boston, MA

2d•Onsite

About The Position

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, 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 supervisor is responsible for supervising an ESS operations and facilities team for the specific location assigned. This position is responsible for providing direction on and coordinating workplace experience support (i.e., facilities, hospitality, and office operations), and working in concert with other ESS solution set team members to ensure adequate office coverage in the assigned location. 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 include upkeep of equipment, supplies, and delivery of the associated support services. This position will also be involved in the coordination and planning of events and meetings. The workplace experience support supervisor 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, as well as firm policies and guidelines. The workplace experience support supervisor demonstrates more advanced experience by working closely with a workplace experience support manager or manager lead, and other ESS and firm leadership on helping 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 be 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 functions as a trusted advisor to office leadership, to relay operations best practice changes that will impact local processes. Supervise ongoing day-to-day ESS projects and tasks within a specific location 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. Collaborate with ESS leaders, operational leaders, and key stakeholders to define and manage goals, schedules, resources, equipment, supplies, and other deliverables that support the business and taking appropriate steps to ensure that support and service is provided in a timely and efficient manner. Be responsible for supervising a location(s) ESS team, including providing supervision, guidance, development, and training, as well as monitoring volume and distribution of workflow for efficiency and quality of work. Coordinate with other workplace experience support personnel, supervisors, or managers to manage volume and resources on a day-to-day basis. Monitor schedules to ensure that resources are utilized effectively. Review available resources and facilitate necessary adjustments to align with experience, expertise, specializations, and business priority. Serve as escalation point of contact for service requests related to support, supplies, equipment or other business needs, and communications with internal clients for assigned location(s). • Participate in projects, tasks and maintain stakeholder relationships to ensure that business needs are met. Recommend to workplace experience support leadership a selection of service providers by analyzing options provided by internal resources, building maintenance and outside vendors and contractors based on cost and scope of work to be performed. 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 that services are delivered on time and within budget and scope. Escalate to the workplace experience support manager lead or manager as appropriate. • Maintain project documentation to identify, evaluate, plan, monitor and follow-up on active projects, including use and reconciliation of office purchase card Begin to 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 or manager lead. 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. Execute priorities as defined by firm, location, and ESS leadership. Contribute to automation and process improvement through technology, reporting and data analysis. Execute on best practices outlined in workplace experience support playbooks 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 workplace experience support team members. This includes communication of performance expectations including an annual performance descriptor, ongoing performance feedback, employee development plans and growth opportunities. Responsible for training other team members as needed. Actively participate in knowledge sharing. Help to cultivate and foster an inclusive environment. Perform other duties as assigned.

Requirements

Associate degree or 2+ years of experience in related field required
Ability to communicate effectively with diverse audiences
Advanced Microsoft Office skills, ability to learn programs/software utilized by the firm
Strong grammar and proofreading knowledge and experience
Ability to prepare presentations, including charts, graphics and tables, speaker notes and handouts, etc.
Ability to problem solve in a fast-paced deadline driven environment
Adept at managing multiple tasks and projects
Demonstrated ability to apply technical/procedural requirements of the position based on knowledge and experience within specialization
Effective organization, prioritization and time management skills, and strong attention to detail
Excellent people skills
Demonstrated ability to impact and influence a diverse population
Ability to manage workflow and expectations with team members, as well as provide guidance/training as needed
Demonstrates professional judgement and emotional intelligence
Ability to lift up to 40 lbs. and stand on your feet for an extended period of time
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
4+ years of relevant experience in a related field or area required
2+ years of increasing responsibility
1 to 3 years of demonstrated experience managing multiple projects of low to moderate risk
Ability to interact with multiple levels of leadership- 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
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
Works collaboratively with sub-function leadership to provide input and support during the business planning process
Ability to facilitate discussions with leaders
Ability to lead by understanding team dynamics
Ability to manage at a macro level and identify when a refined approach is necessary
Ability to supervise, 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; provides coaching on an informal basis
Demonstrates ability to build trust and provide leadership within team
Provides on–the-job training and directs others to relevant development opportunities

Nice To Haves

Bachelor’s degree
Experience with project management tool(s)
Prior supervisory experience preferred
6+ years relevant experience in a related field or area preferred

Responsibilities

Supervise ongoing day-to-day ESS projects and tasks within a specific location 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.
Collaborate with ESS leaders, operational leaders, and key stakeholders to define and manage goals, schedules, resources, equipment, supplies, and other deliverables that support the business and taking appropriate steps to ensure that support and service is provided in a timely and efficient manner.
Be responsible for supervising a location(s) ESS team, including providing supervision, guidance, development, and training, as well as monitoring volume and distribution of workflow for efficiency and quality of work.
Coordinate with other workplace experience support personnel, supervisors, or managers to manage volume and resources on a day-to-day basis.
Monitor schedules to ensure that resources are utilized effectively.
Review available resources and facilitate necessary adjustments to align with experience, expertise, specializations, and business priority.
Serve as escalation point of contact for service requests related to support, supplies, equipment or other business needs, and communications with internal clients for assigned location(s).
Participate in projects, tasks and maintain stakeholder relationships to ensure that business needs are met.
Recommend to workplace experience support leadership a selection of service providers by analyzing options provided by internal resources, building maintenance and outside vendors and contractors based on cost and scope of work to be performed.
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 that services are delivered on time and within budget and scope.
Maintain project documentation to identify, evaluate, plan, monitor and follow-up on active projects, including use and reconciliation of office purchase card
Begin to 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 or manager lead.
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.
Execute priorities as defined by firm, location, and ESS leadership.
Contribute to automation and process improvement through technology, reporting and data analysis.
Execute on best practices outlined in workplace experience support playbooks 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 workplace experience support team members.
This includes communication of performance expectations including an annual performance descriptor, ongoing performance feedback, employee development plans and growth opportunities.
Responsible for training other team members as needed.
Actively participate in knowledge sharing.
Help to cultivate and foster an inclusive environment.
Perform other duties as assigned.