Workplace Experience Specialist

**Governance & General Management**
- Ensures compliance with SOPs for all Customer Experience contracted services, identifies, and includes all variations applicable per site.
- Ensures compliance with MS standardized processes, policies and procedures by all parties executing services on behalf of MS.
- Support annual development of Site Operations Plan and execute Customer Experience projects & programs assigned.
- Provides visibility of opportunities in processes and programs for improvements.
- Participate and be engaged with IFM meeting cadence (operational, strategic, and best practice forums).

**Reporting**
- Provide operational service reporting on a monthly, quarterly, and annual basis.
- Ensure information reported is accurate with MS systems information. Advise any data issues to address data accuracy.

**Sourcing & Procurement**
- Supports sourcing, selection, contracting and management of Tier Two providers.
- Onboard and train Tier Two Providers as may be required.

**Supplier Performance**
- Validates, all provider invoices related to soft services submitted for payment are appropriate and consistent with MS expenditure authorization limits and compliance guidelines.
- In coordination with FM, measure, and track vendor performance against pre-defined set of success criteria and contract obligations utilizing metrics and KPIs where applicable.
- Manages T2 vendor relationship to ensure adequate delivery service.

**Financial Management**
- Ensure contractually correct and timely payment of Tier One and Tier Two Provider invoices/invoice processing (per agreed term) submitted to MS Accounts Payable.
- Ensure invoices are correctly prepared by vendors.

**Change Management**
- Supports execution for IFM Change Management activities.

**Client Relationship Management**
- Acts in alignment with local CRM Strategy.

**Environmental Sustainability**
- Works in coordination with Ops Supervisor and CX&C team to plan and execute activities related to environmental sustainability.

**Customer & Employee Experience**
- Reception
- Manages receptionist services for MS locations. Services shall utilize global best practices to ensure that interactions result in the highest possible level of professionalism, responsiveness, and satisfaction. Adapts, as may be needed, for local/regional customs/practices.
- Implements MS Programs related to service.
- Office Supplies
- Manages the purchase, receipt, storage, and issue/return office supplies in compliance with applicable programs and procedures.
- Shipping & Receiving
- Manage shipping and receiving services at assigned properties.
- Mail Collection & Distribution
- Ensures mail collection and distribution services are provided within and between designated MS properties in a safe, efficient, and cost-effective manner.
- Courier Services
- Manages mail Courier and Express Courier services within and between designated properties and to/from local post office including delivery of MS business mail, parcels, documents, interoffice mail and any other items to be delivered to MS sites.
- Beverage Services
- Manages and provides Free Beverages Program to MS employees and manages the budget for this service.
- Catering & Hospitality & Non-Full-Service Café
- Ensures compliance with all health, safety, and environmental requirements.
- Catering (Where applies)
- Manages Tier Two catering and hospitality providers to perform services in the MS facility on a limited basis for meetings/events (non-recurring/non-daily).

**Site Occupants New Hires / Exists**
- Execute MS New Hires facilities set-up process for site occupants, providing the best workplace experience, a comprehensive on-boarding, workspace and supplies to perform their activities since day one.
- Coordinates exit activities related to IFM (MS belongings).

Others
- Manages and provides Free Snacks Program to MS employees, where such services are required, and manages the budget for this service.
- Maintains a list of local catering companies that can be recommended to event organizers as an alternative to onsite catering option and MS expectations.
- Ensures timely cleaning & set-up of conference rooms.

**Facilities Management**
- Work Order Management
- Executes routine walkthroughs and assessments, proactive work order entry, execution timeliness and follow up.
- Guarantees services requested by occupants and visitors related to Customer Experience are provided, complying with the response times defined on the Response Priority Matrix. Identify insights from data on FSC requests to enhance customer experience.
- General Cleaning & Day Porter Services: Windows Cleaning
- Ensure safe, efficient, and cost-effective Class A building general cleaning and janitorial services within the agreed upon service levels for customer-facing and non-customer facing areas at MS sites.
- General Cleaning & Day Porter Services: Interior Plant Maintenance
- Coordinate maintenance of all existing, new, and replacement in