Workplace Experience Support Specialist Senior

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.

The workplace experience support specialist senior delivers the office location workplace experience for colleagues. This position is responsible for

supporting daily office operations such as visitor management, safety, hospitality experiences, reception (including answering multiline telephone systems

for a single location or multiple locations) and facilities coordination in accordance with workplace experience support playbooks and firm policies and guidelines.

The workplace experience support specialist senior provides best-in-class hospitality experiences for internal and external clients. Ensures the location is

safe, well-maintained, and clean. Be responsible for interaction with building management and vendors. This position oversees 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/remodels as needed. Look to streamline and improve inefficient processes. Also, 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.

The workplace experience support specialist senior supports the effort in sustaining and energizing a local culture that supports positive connection with the

larger firm through internal and client-facing activities that enhance the RSM experience. Act in the workplace experience support manager’s or supervisor’s absence when required.

Essential Duties:

• Work with building management to maintain updated information related to building security, including workplace health and safety team and/or emergency evacuation team, environmental sustainability efforts, forms and documents required from the landlord, special requests for our space 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/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 (i.e., remodel, office relocation, equipment moves).
• Research and 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.
• 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 the service invoices for accuracy and submit to accounts payable for processing.
• Purchase and maintain inventory of office supplies and equipment by monitoring supply quantity and replenishing materials before depletion.
• Determine if supplies should be purchased directly from an approved vendor or research other vendors to ensure cost efficiency to stay within budget.
• Maintain vendor relationships, process payments, and track total spending.
• Ensure that all supplies are ordered in compliance of national programs.
• Review charges on 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 necessary projects that would be cost beneficial to the firm.
• Review employee logs regularly to prepare for new hires, transfers, or departures.
• Lead new hire/intern onboarding process following the guidelines outlined in the ESS orientation toolkit. Provide new hires/interns/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/collect access badges and any other items belonging to the firm when there is an employee departure. Collect and return any departing employee items as needed.
• Monitor ServiceNow regularly to check for incoming workplace experience support requests and acknowledge/fulfill those requests in a timely manner. Provide routine support and guidance, as necessary, in one or more of the following areas:
• Handle mail services, including distribution of mail, UPS, FedEx, and other packages. Coordinate courier services, research, and resolve any issues with packages that are improperly addressed or packaged, and assist employees with mailing needs.
• Be responsible for print, bind, scan and copy jobs for the business.
• Locate and check out client files, maintain client records and documents, order files from the off-site storage facility per the workplace experience support playbook and firm record retention procedures.
• Ensure that all visitor management and reception activities are supported, demonstrating quality customer service. Keep track of all visitors and visitor access badges in the national visitor log.
• Lead meeting and event coordination, including catering request orders, setup/cleanup, conference room reservations and audio-visual equipment support.
• Serve as a subject matter professional and resource for staff who have questions regarding office policies and procedures.
• Perform other duties as assigned.        

Qualifications:

EDUCATION

• Bachelor's degree
• Prior experience in professional services is a plus

TECHNICAL/SOFT SKILLS (REQUIRED)

• Ability to communicate, effectively with a diverse audience
• Intermediate to Advanced Microsoft Office skills, ability to learn programs/software utilized by the firm and train others as needed
• Demonstrates a working knowledge of tools, resources and technology required with assigned responsibilities
• Excellent people skills
• Strong grammar and proofreading skills and experience
• Effective organization, prioritization and time management skills, and strong attention to detail
• Ability to prepare presentations including charts, graphics and tables, speaker notes and handouts, etc.
• Ability to balance multiple tasks and projects
• Advanced knowledge of facilities management

SPECIAL REQUIREMENTS SPECIFC TO JOB

• 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

EXPERIENCE

• 3-4 years of experience in a related field or area
• Ability to handle multiple tasks effectively and efficiently

LEADERSHIP SKILLS (REQUIRED)

• Has the ability to respond positively to changing circumstances, seeks and implements change to drive business improvement and serves as a model of the change
• Works collaboratively with workplace experience support supervisor/manager to ensure coverage across the enterprise particularly during peak times
• Works collaboratively with workplace experience support leadership to provide input and support during the business planning process

PREFERRED REQUIREMENTS

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

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].