EC Operations Lead

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

Key Responsibilities:

• Coordinate across functions and business units to streamline bookings, activities and events taking place at the Experience Centre
• Collaborate and coordinate with cross PwC Lines of Service and Business Units to organize client and internal activities (events, workshops, meetings) that they’d like to conduct or products that they’d like to showcase in the Experience Centre - and suggest the best way to utilize the Experience Centre from a space and Tech perspective
• Gather all of the objectives, content details, setup and AV/Tech setup from the PwC Business Unit sponsoring the event; and liaise directly with the office support assistants and AV Lead to ensure the events are successfully and meticulously planned and delivered
• Ensure the Experience Centre is utilized to its fullest extent across departments in support of all business and interdepartmental objectives
• Align business goals with customer-focused culture
• Control the events’ booking system (on Google calendar and physically in the space), ensuring that bookings are fairly placed with no double bookings and manage difficult conversations with people when there are dubious bookings to ensure best customer satisfaction
• Greet clients and ensures a great customer experience is delivered to each customer
• Lead the tour of the Experience Centre to internal stakeholders and explain the various capabilities of the space from an operational and tech perspective
• Grant access to the various Experience Centre rooms when needed
• Take charge of gathering and managing the catering orders for strategic client meetings, projects, workshops and ensure successful delivery, quality control and service during the events
• Is always present to host clients for exceptional meetings scheduled after 6PM or during weekends on rare occasions
• Keep track of clients visits and their visual experiences on each visit
• Deliver an exceptional customer experience at all touch points
• Help develop our team, including onboarding, training, and coaching team members to deliver best-in-class customer service from an operational perspective
• Ensure the Experience Centre team members are properly supported and informed of needed information to best conduct day-to-day tasks as well as special projects
• Coach, train and supervise office support assistants, receptionists and AV technicians in their day-to-day tasks and in correctly setting up the rooms
• Assist the floor support in setting up “The Difference” space for events and workshops
• Ensure team members are responding to Experience Centre visitors from customers and employees concerns in a clear, timely and efficient manner
• Ensure policies, procedures, and practices are communicated, monitored, and enforced uniformly amongst all people in the team
• Identify development areas and drive all strategic and operational activities through to successful completion
• Design process improvements that help standardize and drive best practices across the Experience Centre
• Conduct daily quality checks in the space to ensure the space is well-equipped with different requirements for customers and employees to have the most efficient meetings and events - whilst maintaining the high quality standards of the Experience Centre space
• Identify change initiatives to support successful productivity levels and quality customer service
• Identify opportunities to reduce costs and/or increase productivity; oversee the implementation of resulting policies, procedures and practices across the Experience Centre operations (across maintenance, cleaning, catering)
• Liaise directly and coordinate PwC office management team and external vendors to improve the operational deficiencies in the Experience Centre and ensure they are fixed
• Gather data and analyze KPI’s to identify operational deficiencies and opportunity areas in maintenance of the Experience Centre specifically
• Address external and internal issues and ensure all escalations are resolved in a manner that restores customer faith without burdening the business and Experience Centre leader
• Participate in the recruitment activities to ensure PwC hires the best talent available
• Ensure that short term and long term resourcing needs are met
• Create contingency plans to minimize any negative impact to the day-to-day productivity and effectiveness of the Experience Centre
• Get stuff done: know how to develop and implement a process, problem-solve, and iterate to continually improve. And don’t be afraid to roll up your sleeves and dig in.

Education (if blank, degree and/or field of study not specified)

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date