EY Wavespace Operations Manager, Singapore in Singapore, Singapore
Wavespace Operations Manager, Singapore
Requisition # SIN003XU
Post Date Jun 08, 2018
EY delivers unparalleled service in digital transformation, big data, data science, and digital analytics built on a blend of custom-developed methods related to customer analytics, data visualization, and optimization. We leverage best practices and a high degree of business acumen that has been compiled over years of experience to ensure the highest level of execution and satisfaction for our clients. At EY, our methods are not tied to any specific platforms but rather arrived at by analyzing business needs and making sure that the solutions delivered meet all client goals.
We help our clients transform. Together we are changing the way they interact with their customers, employees and partners alike. We are modernizing their applications, creating new ones and driving business efficiency across their ever-changing platform and channel infrastructures. Everything we do centers around this simple story.
Your key responsibilities
As a Wavespace Operations Manager, you will support the Wavespace Director to deliver day-to-day operations and maintain facilities to the highest standards to ensure Wavespace Singapore is fully operational, and enabling an exceptional user experience to position wavespace as a powerful and clearly differentiated facility, capability and brand within the Singapore and ASEAN market.
More specifically, the successful candidate should deliver the following responsibilities across three key domain areas:
Welcome and security check-in visitors, and conduct wavespace tours and safety briefings;
Identify, triage and resolve user-related issues to ensure a cohesive environment and manage user expectations throughcommunication and coordination of support teams, vendors and suppliers to ensure highest levels of user satisfaction are achieved and maintained;
Proactively seek opportunities to engage and gather data on current and potential users, their business objectives and other needs, as well as liaise with peers from across the EY wavespace network to identify new or improved EY wavespace services that could better help users achieve their objectives and elevate EY wavespace brand perception; and
Resolve user complaints through neutral, fact-based investigations, feedback of findings into the optimization of wavespace policies, processes and systems, and report summary findings and recommendations to the Wavespace Director, as required
Day-to-day oversight and management of core wavespace Singapore operations including the organisation of a daily stand up for the wavespace Singapore team;
Provide guidance and support to account and product teams and, take on the duties of an additional Wavespace Experience Designer, as and when required to meet user demand;
Hold internal parties, such as Wavespace Experience Designers and EY Account/Sector teams, accountable by providing and following up on project due dates;
Generate weekly and monthly reports for the Wavespace Director across the Community, Operations and Maintenance domains;
Document, maintain and continuously improve standard procedures and process flows across all aspects of wavespace operations. Oversee and keep the Singapore wavespace team up to date with any process changes and liaise with cross functional teams to ensure effective roll out of operational initiatives;
Review all base building documents to ensure the data is updated and accurate, and ensure compliance with relevant EY and building management policies, including but not limited to the R77 Tenant Handbook (2018);
Know and be able to implement user safety plans, i.e. fire and emergency evacuation plans; and
Liaise with Wavespace Experience Designers and event service providers such as caterers to ensure smooth delivery of events.
Negotiate and maintain facilities service contracts, conduct research on potential new vendors, develop proposals for comparison and support the roll out of any new vendor relationships;
Manage and maintain positive working relationships with all landlord representatives, suppliers, vendors and contractors, as well as the Technician and other wavespace Singapore colleagues;
Develop and oversee all preventative and periodic maintenance programs;
Identify, assess, triage, manage and record tickets (and make recommendations, if required) for any and all repairs, maintenance works or upgrades to the wavespace facility, i.e. insufficient cleaning staff, repeating IT-related failures, malfunctioning equipment, etc.;
Prioritize daily facility issues and effectively delegate responsibilities to service contractors to schedule works as needed while achieving an optimal labour time/cost ratio;
Daily oversight of facilities budgets and spending with expense tracking and management within delegated authority limits;
Daily oversight of default or agreed setup of furniture and other equipment with all zones; and
Facilitate the order and purchase of café, office and other consumables and supplies to maintain acceptable inventory levels for smooth day-to-day operations.
Skills and attributes for success
Bachelor degree, or higher qualification;
5+ years of professional experience any related industry;
Project management and business operations experience;
Strong verbal and written communication skills andhighly proficient in Microsoft Word and Excel;
Energetic and willing to work hard to understand all facets of EY wavespace;
Extremely detail oriented, highly organized and exceptional multi-tasking skills;
Demonstrated integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy;
Passion and understanding for entrepreneurial communities;
Strong problem solving and communication skills, both oral and written;
Ability to work well under pressure, both independently and as part of a team; and
Must be prepared to work long hours when required by project/event time constraints and deadlines. To qualify for the role you must have demonstrable experience in:
Customer service and sales experience;
Understanding and experience managing a team of more than two people;
Design and generation of accurate, timely reporting for management;
Operational process design and continuous improvement;
Working knowledge commercial MEP systems, specifically HVAC, plumbing, fire and life safety systems and electrical distribution networks used in commercial offices, or the ability to quickly learn these; and
Experience in a services environment such as consulting, digital agency or related fields is highly regarded.
What we look for
Aside from the world-class messaging we deliver to leading companies, what makes us unique is our fun, transparent, highly entrepreneurial and collaborative culture. We work hard, play hard and love what we do together. Day in and day out, we know we can count on one another. If you think everything we’ve said so far sounds great, then we look forward to hearing from you!
What working at EY Wavespace offers
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, CPF, and a range of programs and benefits designed to support your physical, financial and social well-being:
Support, coaching and feedback from some of the most engaging colleagues around
Opportunities to develop new skills and progress your career
The freedom and flexibility to handle your role in a way that’s right for you
As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Join us in building a better working world.