Workplace Experience Support Specialist Senior

Overview

The Workplace Experience Support Specialist Senior delivers the office location workplace experience for colleagues, supporting daily office operations such as visitor management, safety, hospitality, reception and facilities coordination.

What you'll do

• Support daily office operations such as visitor management, safety, hospitality experiences, reception (including answering multiline telephone systems for a single or multiple locations) and facilities coordination in accordance with workplace experience support playbooks and firm policies.
• Provide best-in-class hospitality experiences for internal and external clients.
• Ensure the location is safe, well-maintained and clean.
• Be responsible for interaction with building management and vendors.
• Oversee maintenance of office equipment and supplies, including furniture, phones (excluding cellphones), security cards, and the ordering and replenishing of office supplies.
• Facilitate and/or lead any office moves or remodels as needed.
• Look to streamline and improve inefficient processes.
• Provide assistance to other areas of ESS, performing and working on intermediate to advanced projects or requests.
• Act as a liaison to the office/market leader for anything related to workplace experience support as needed.
• Support the effort in sustaining and energizing a local culture that supports positive connection with the larger firm through internal and client-facing activities.
• Act in the workplace experience support manager's or supervisor's absence when required.
• Work with building management to maintain updated information related to building security, workplace health and safety and/or emergency evacuation teams, environmental sustainability efforts, landlord forms and documents, special requests and maintenance issues.
• Reconcile monthly billing of parking and extra services provided by the landlord.
• Perform daily walk-throughs of the location to manage and resolve facility requests and issues.
• Leverage and deliver on services and procedures outlined in the workplace experience support playbook and suggest playbook enhancements or updates as needed.
• Follow up with affected employees and escalate urgent or high importance matters to the workplace experience support supervisor or manager.
• Participate as a key team member in office operations and facilities projects, including real estate projects (remodel, office relocation, equipment moves).
• Research and recommend to workplace experience support leadership a selection of service providers, analyzing options by cost and scope of work.
• Coordinate and oversee maintenance of the office space, including carpet maintenance, security system, air-conditioning, plant service, furniture repairs, appliances, office equipment and AED devices.
• Audit service invoices for accuracy and submit to accounts payable for processing.
• Purchase and maintain inventory of office supplies and equipment by monitoring quantities and replenishing before depletion.
• Determine whether supplies should be purchased from an approved vendor or from other vendors to ensure cost efficiency within budget.
• Maintain vendor relationships, process payments, and track total spending.
• Ensure all supplies are ordered in compliance with national programs.
• Review charges on the firm-issued purchasing card for accuracy and reconcile in a timely manner.
• Report trends from frequent requests to the workplace experience support supervisor or manager and inform them of cost-beneficial projects for the firm.
• Review employee logs regularly to prepare for new hires, transfers, or departures.
• Lead new hire and intern onboarding following the guidelines in the ESS orientation toolkit, and provide new hires, interns and transfers with all necessary office needs.
• Train new employees on building procedures, local office policies and use of equipment and systems.
• Partner with HR to deactivate or collect access badges and other firm items when an employee departs, and collect and return departing employee items as needed.
• Monitor ServiceNow regularly for incoming workplace experience support requests and acknowledge and fulfil them in a timely manner.
• Provide routine support and guidance in mail services (distribution of mail, UPS, FedEx and other packages), courier services (including resolving improperly addressed or packaged items), and print, bind, scan and copy jobs.
• Locate and check out client files, maintain client records and documents, and order files from off-site storage per the playbook and firm record retention procedures.
• Ensure visitor management and reception activities are supported with quality customer service, and keep track of all visitors and visitor access badges in the national visitor log.
• Lead meeting and event coordination, including catering orders, setup and cleanup, conference room reservations and audio-visual equipment support.
• Serve as a subject matter resource for staff on office policies and procedures.
• Perform other duties as assigned.

What you'll need

• Bachelor's degree.
• 3-4 years of experience in a related field or area.
• Ability to communicate effectively with a diverse audience.
• Intermediate to advanced Microsoft Office skills, and ability to learn firm programs and software and train others as needed.
• Working knowledge of tools, resources and technology required for assigned responsibilities.
• Excellent people skills.
• Strong grammar, proofreading skills and experience.
• Effective organization, prioritization and time management skills, with strong attention to detail.
• Ability to prepare presentations including charts, graphics, tables, speaker notes and handouts.
• Ability to balance multiple tasks and projects.
• Advanced knowledge of facilities management.
• 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.
• Ability to handle multiple tasks effectively and efficiently.
• Ability to respond positively to changing circumstances, and seek and implement change to drive business improvement and model change.
• Works collaboratively with the workplace experience support supervisor or manager to ensure coverage across the enterprise, particularly during peak times.
• Works collaboratively with workplace experience support leadership to provide input and support during business planning.

Nice to have

• Prior experience in professional services.
• Prior experience in a professional office environment.
• Certification in any facilities-related trade.

Details

• Location: Hyderabad.