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Account Management

Colleague Services Manager

Colleague Services Manager



Key Purpose


This Colleague Services Manager oversee soft services in a campus environment including, but not limited to reception services, meeting room services, pop up events, hospitality, transportation, and logistics. He/She/They will ensure the team is delivering consistent, and elevated, service levels.



Success Criteria


  • Develop own skill base in line with agreed appraisal, taking responsibility for increased performance, and ensuring continued self-improvement
  • Ability to guide colleagues in embracing process improvement measures
  • Clear linkage between OneISS vision and customer needs
  • Participate and embrace the development opportunities within group



Key Areas of Collaboration and Influence


  • Communicate effectively with colleagues within the Business Unit and across the company so that information is disseminated effectively and participate in project groups and meetings as required
  • Account Organization
  • Risk Management and Compliance
  • Customer Organization
  • Local Excellence Functions
  • External Partners and Suppliers
  • Account dedicated People & Culture, HSE, and Finance



Ideal Candidate Experience


  • Results-driven leader with at least 10+ years of progressive experience in Front of House Services or related hospitality fields; Experience in a Corporate Services and Hotel Management a plus
  • Bachelor’s degree in Hospitality Management, Communication, Business, or similar is ideal
  • Ideally has experience in transforming and building a team, reengineering processes, identify and managing vendors / outsourced engagements, etc.
  • Strong pc skills, comfortable using technology to support approach and execution of responsibilities
  • Comfortable with learning, operating, and training team on new technology
  • Excellent time management and experience with team / event scheduling a plus
  • Must be a team player and committed to working in a quality environment
  • Proven track record of customer service satisfaction and outstanding customer services skills
  • Must possess excellent verbal and written skills required
  • Must be able to perform sensitive and confidential tasks



Key Accountabilities


  • Support the Campus Director and build relationships with key stakeholders
  • Effectively manage shuttle and parking services across and assist in planning, administration and continuous improvement of the shuttle program as well as onsite parking needs
  • Responsible for ongoing auditing of service and operations
  • Responsible for the hiring and development of the Front of House staff
  • Conduct regular team meetings to discuss operational requirements and develop new ideas for service improvement
  • Proactively communicate with the wider team and other service providers to ensure a ‘one-team’ ethos
  • Be responsible for helping to implement new processes and procedures across the campus
  • Understand and execute logistics and needs related to all pop ups, events and conferences hosted on site
  • Interface with corporate clients to ensure satisfactory services are being provided
  • Be responsible for coordination of required training including industry specific, safety, etc.



Physical Demands & Work Environment


  • Long working hours
  • Sitting at a computer for 50% of the time
  • Walking/Inspecting the site 50% of the time
  • Must be able to lift a minimum of 10 pounds
  • Must be able to work under pressure and time deadlines during peak periods




ISS, a leading workplace experience and facility management company, provides placemaking solutions that contribute to better business performance and makes life easier, more productive and enjoyable – delivered to high standards by people who care. ISS believes that people make places and places make people. From strategy through to operations, ISS partners with over 60,000 customers in 30+ countries to deliver places that work, think and give and is served by 471,056 employees who connect people and places every single day. In 2019, ISS earned DKK 78 billion in revenue. It is headquartered in Copenhagen, Denmark.

Date posted:  Nov 24, 2021
Region:  Americas


Job Category:  Account Management
Full time/Part time:  Full Time
Requisition ID:  2787