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.

This position is responsible for managing an Enterprise Support Services team for the location(s) assigned. This individual is responsible for directing and coordinating Location Services (i.e. facilities and office operations) 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 to include upkeep of equipment, supplies, and delivery of the associated support services.

This individual will work closely with a Location Services Director or Manager Lead, Administrative Services, and other ESS and firm leadership on identifying process improvement opportunities and efficiencies for Location Services 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.
 

1. 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.

• This includes working 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 support and service is provided in a timely and efficient manner
• Responsible for managing 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 managers to manage volume and resources on a day-to-day basis.
• Monitor schedules to ensure resources are utilized effectively; reviewing available resources and facilitating necessary adjustments are aligned 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).
   

2. Manage or participate in projects, tasks, and maintain stakeholder relationships to assure business needs are met.

• Ensures projects are delivered on time, and various risk / issues are recognized, ensuring quality and consistent service and support
• Supports operational leadership with projects including best practices, process definition, and collaboration with stakeholders to assure business needs are met and projects are delivered on time
• Works closely with various Internal Client Service teams to manage project risks/issues and ensure the teams are compliant with the various documentation and signoffs
• Recognizes and determines the appropriate corrective action to ensure projects are delivered on time and within budget and scope. Escalate to Location Services Manager Lead or Director, as appropriate
• Maintains project documentation to identify, evaluate, plan, monitor, and follow-up on active projects
   

3. Builds strong relationships with leadership within the location(s), ICS and ESS to ensure constant alignment between the needs of the business and the needs of ESS, and our clients, both internal and external.

• Provides input on resource forecasting to Location Services Manager Lead or Director; may assist with interviewing, selecting, orientation and onboarding, and training of team members at certain levels
• Communicates priorities as defined by firm, location, and Enterprise Support Services leadership.
• Contributes 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
• Cultivates a culture of growth and fosters an inclusive environment to ensure employee engagement and retention.
• Provides input on the development of training as appropriate.
   

4. Provides effective leadership, serving as a career advisor to the Location Services Supervisors and other ESS team members

• Provides supervision, guidance, development, and training
• Communicates performance expectations including annual performance descriptor & provides ongoing feedback on performance, recognition, employee counseling reports and/or discipline including termination, creating career growth opportunities and employee development plans.
   

5. Other duties as assigned

 

EDUCATION

• Associates degree or equivalent experience.

TECHNICAL/SOFT SKILLS (Required)
• Ability to communicate both verbally and in writing with diverse audiences
• Intermediate to Advanced Microsoft Office skills
• Strong grammar and proofreading knowledge and experience
• Ability to prepare charts, graphics and tables, etc.
• Ability to manage multiple tasks
• Demonstrated ability to apply technical/procedures requirements of the position based on knowledge and experience within specialization.
• Strong organization, time management skills, and attention to detail
• 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

EXPERIENCE
• 10-14 years relevant experience in a related field or area
• 7+ years management and / or other experience in similar capacity
• Demonstrated experience managing multiple projects.

LEADERSHIP SKILLS (Required)
• Ability to respond positively to changing circumstances, serves as a model of the change
• 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

PREFERRED REQUIREMENTS
• Bachelor’s Degree
• Advanced Microsoft Office 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].