The primary function of the Manager, Regional Office Management and Reception is to manage the delivery of Workplace Services and Reception service to all the business teams in the Newton, the New Downtown Boston location, the New York City site and other premises added to the East region. These services include providing oversite of reception, office equipment maintenance, facilities maintenance, landlord/property management liaison, space planning, and event coordination. This role is intended for a location where office services are delivered by two or more workplace services staff and will include regular visitations to manage and drive initiatives.
Role Functions: It is vital that the Manager, Regional Office Management and Reception be able to step in, train/coach and provide direct support to their staff in the following function areas as well as manage the same to the highest standards of excellence for SVBers'. In many cases, the Manager, Regional Office Management and Reception will perform these functions for extended periods of time to cover employee time off, stays on top of temp training to support the front desk coverage.
Operational knowledge in this area is vital and Reference Material Playbooks, Handbooks, Processes and Procedures, BCM, WPS SharePoint documentation and event submittal formatting should be kept current, Office Operational Budgets and Expenses maintained as well as Metrics reporting and capturing of Building Inspections as liaison for Facilities repairs and Customer Feedback forms where improvements may be needed to resolve issues or provide resolution to the customer experience (programs include - Cisco Console, Envoy, Pangeam, SharePoint programs).
Receptionist: In some cases, the Manager, Regional Office Management and Reception will provide relief to the reception desk or manage and train additional temp services for optimal coverage of the front desk services to include:
Answering incoming and internal telephone calls thru the main phone line of the bank.
Proactive response to FDR emails with timely replies to customers.
Scheduling conference rooms and ensuring they are prepared for use.
Greeting SVB employees and Client guests.
The greeting process may include the preparation of security badges and arranging escort for all visitors.
Seating visitors and providing beverage services.
Providing a high level of proactive client care to visitors and SVB staff alike necessary to effectively represent SVB.
Facilities Management: At the core of our workplace services offering is the maintenance and care of the facility. The Manager, Regional Office Management and Reception is typically responsible for the functions listed below and may delegate some aspects of the operation to their Office Coordinator as well for day to day execution. Both report to the Regional Manager daily and provide a report on opening and closing procedures and relate any issues or repairs for resolution via check-ins and team meetings.
Act as central liaison for all Facilities communications, usually via email, to all SVB staff in that location.
Coordinating contractor and vendor access and activities.
Administer all building communications/relations with Property management to include:
Liaison with Building Engineering for base building services,
Coordinate Parking passes and validations,
Provide activity reports to SVB Real Estate.
Coordinate any construction/remodeling efforts at the local level in conjunction with SVB Project Management.
Manage security systems and activities as assigned and perform LSM (Local Security manager) duties.
Provide local BCM support from a Facilities perspective and liaison with SVB Real Estate on the same.
Perform Location Warden duties for all Life Safety Functions and lead the local team.
Maintain all office equipment and furniture in good working order.
Manage maintenance vendors,
Make repair calls and track downtime,
Order and stock consumables (toner, paper, etc.),
Maintain all Critical Systems:
Plumbing & Electrical
Additional projects and duties as assigned.
Incoming and outgoing mail distribution to designated drop points.
Acceptance and delivery of courier and messenger packages to end users.
Manage all Conference Rooms and Hotel Office & Stations in the site to include:
Meeting/Occupancy Validation ("Bed Check"),
Pre/Post Room Cleaning,
Coordinate Catering and Consumables,
Provide Usage and User variance Reports,
Provide technical support and troubleshooting for all conference room and touchdown A/V equipment.
Provide Event Coordination Support (ex: Holiday Parties, Gift Exchange, Charity Mixology Competition, Steering Committee, etc.) for events help on premises.
Office Supplies Management & Pantry Services:
Inventory and Order Supplies,
Stock Pantry, Kitchen and Office Supply Points,
The Regional Office Manager may oversee the activities of an outsourced Day Porter or other services provider that will be tasked with some or all of these functions.
The candidate must be a sharp professional with strong front desk and customer service skill set, and supervisory and office management experience. Excellent verbal and written communication coupled with a positive attitude and demeanor, flexible mind set is a must as they are the first impression to employees and clients of SVB Financial Group. The person in this position must be punctual and have the ability to multi-task and work in a fast-paced environment, handling phone call volume and office services tasks that at times may be heavy in volume or activity.
Proficiency with MS Word/Excel/Outlook (PowerPoint a plus).
Detail oriented with the flexibility to multi-task while maintaining focus.
Ability to work independently with excellent proven follow through.
Work Experience would ideally include the following:
Five plus years corporate reception / hospitality experience,
Five plus years in an office services role
Three years of Supervisory and/or Management experience
Education: Bachelor's Degree or two years of college or relevant technical school and two additional years of relevant experience. Additional equivalent years of experience may substitute for education.
SVB Financial Group