Work In Tech

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About the team

Reporting to the Senior Manager of Workplace Services, the Workplace Services Supervisor is responsible for managing a high performing team of Workplace Services Professionals within facilities management, managed occupant services and local and regional operations.

The Supervisor will be accountable for leading the team to deliver quality in the most timely and efficient manner and is responsible for the identification and adoption of best practices.  

This individual will thrive in a fast-paced team environment, exercise discretion and diplomacy in all interactions and will be versatile to build strong relationships with internal enabling areas.  

This individual will be a key contributor to the achievement of tactical goals.  They will supervise employees to deliver exceptional service, and will ensure business needs are attained, representing the firm in a professional and customer-oriented manner.

Responsibilities include supervision of operations professionals to ensure activities run smoothly in the areas of facilities, asset management, project management, operational readiness, vendor relations, hospitality and guest experience, emergency response and business continuity.
 

What will your typical day look like?

•    Responsible for Operations & Maintenance (O&M), ensuring all mechanical elements of leased infrastructure are functioning as intended, compliant with laws and regulations, and serviced for efficiency, reliability and safety
•    Oversight of interior elements such as furniture, fixtures and equipment
•    Supervision of various occupant services, such as mail services, reproduction print services, reception, food & beverage, conference services, and hospitality and guest experience
•    Involved with change management, such as build-outs, renovations, operational readiness, and occupancy preparation
•    Supervise and coordinate various local vendors and contractors
•    Responsible for business readiness for multiple global ISO obligations and compliance, in preparation for yearly onsite/virtual audits
•    Alignment with environmental sustainability initiatives and compliance, to ensure the enhancement of energy consumption performance, biodegradable waste management, and greening programs from a real estate perspective
•    Involved with emergency response, business continuity and with the management of our health and safety programs
•    Anchor all actions in a deep understanding of expectations, needs and challenges along with a solid knowledge of Workplace Services processes and practices
•    Implement best practices and identify opportunities for standardization and process improvement leveraging technology
•    Develop effective working relationships with other Workplace Services team members
•    Foster continuous improvement, knowledge sharing and team building to build a high-performing team through periodic meetings, events and networks, and other initiatives
•    Ensure team member competence through formal training, on-the-job coaching, and routine and effective communication
•    Supervise and inspire your team to find efficiencies and cost savings opportunities, and to work to their highest capabilities in order to provide exceptional customer service
•    Act as a role model for our Reinvented Performance Management experience by actively playing the role of a team leader and coach
•    Develop detailed resourcing and work plans, direct project teams, deliver status, meet deadlines, manage to budget, meet or exceed quality standards
•    Leverage operational reports, service level agreements, and process KPIs to ensure we meet our commitments
•    Connect the dots between strategy and execution across Workplace Services 
•    Proactively seeks out internal and external opportunities to build networks
•    Creates an inclusive culture that encourages and recognizes individual and team achievements to promote engagement and retention of top talent
 

Enough about us, let’s talk about you

•    Minimum 2-4 years of supervisory and operational experience, preferably within a complex professional service work environment
•    IFMA Facilities Management Professional (FMP) designation an asset
•    Project Management designation an asset
•    Previous management experience with physical office moves and building out new office environment
•    Experience that demonstrates excellent customer service skills, strong communication and organizational skills, and the ability to work in a new and growing team environment
•    Strong interpersonal and collaboration skills with a demonstrated ability to provide leadership through influence to delivery teams
•    Proven ability to create a standard of excellent through process improvement and leveraging technology to achieve organizational goals
•    Experience at building relationships with colleagues at all levels
•    Demonstrated experience in coaching and provide relevant learning to a team
•    Effective skillsets in the areas of organization, priority and time management and problem solving
•    Able to take initiative.  Assertive, confident and willing to take appropriate and proactive action to accomplish tasks with a positive ‘can-do’ attitude and professional demeanor
•    Exercises critical thinking and good judgement / decision making.  A critical innovative thinker who is able to navigate gray areas, anticipate problems, formulate solutions and act accordingly.
•    Strong level of knowledge of common industry software, such as Microsoft Office (Word, Excel, Outlook, PowerPoint, Visio) and Adobe Acrobat
•    Demonstrated enthusiasm for continuous learning relevant to the role
•    Ability to travel as required 
*Due to the nature of the role having interactions with National & Global clients, bilingualism in French and English is required for this position.