Deloitte US

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Deloitte Services LP includes internal support areas such as Marketing and Communications, Human Resources/Talent, Information Technology, and Financial Support Services.

Position Summary:

The One Team Manager is responsible for overseeing and managing all aspects of office operations needs under the One Team, a centralized service delivery model supporting the office and multiple internal clients in a service-centric environment.

The One Team Manager is a key business advisor to internal clients and stakeholders of One Team’s portfolio of services, including all Hospitality, Facilities, and Office Services. This role will provide guidance, expertise, coaching, and counseling to all One Team office professionals. It will collaborate closely with other leaders within Business Services and One Team, locally and nationally, to drive the efficiency and cross-teaming critical to delivering the highest levels of client service. The One Team Manager will possess a deep knowledge of the firm, our internal clients and their needs, and the One Team service model to consistently ensure outstanding service delivery to all supported clients. Key success factors for this role include building effective relationships, communicating effectively, and cultivating a high-performing team. The One Team Manager will work closely with their leadership to coordinate and implement all local, regional, and national One Team initiatives.

Primary Duties and Responsibilities:

Manages Daily Operations

• Proactively meet with One Team Office Experience (OE) staff to build a cohesive team by educating, sharing information, and providing updates. Ensure consistent implementation and compliance of regional and national initiatives.
• Meets regularly with individual One Team members to understand issues, assess workload and service challenges, and provide continuous, ongoing performance feedback. Defines clear business objectives and can guide the work of others using strong problem-solving skills to address complex service challenges
• Coordinates assignments considering an individual’s career goals and the needs of the business
• Collaborates with other service lines and other Managers/Supervisors within One Team and across multiple offices in support of service delivery
• Monitors various reporting tools to ensure compliance with policies and procedures (daily time reporting, overtime, etc.) and updates multiple management tools and applications regularly
• Manages all aspects of One Team operations to ensure the highest levels of efficiency and customer satisfaction
• Responsible for managing the delivery of all One Team services, including hospitality, facilities, and office services for offices of responsibility
• Maintains a thorough knowledge of all One Team support activities and best practices to consistently meet customer needs and expectations while complying with organization standards, policies, and practices
• Responsible for all workflow management activities for One Team, working collaboratively with all service lines within One Team, including National One Team groups, to ensure seamless and efficient service delivery
• Manages client and vendor relationships, including several outsourced service providers, to ensure the highest levels of consistent and quality service delivery
• Partners with leadership to develop and execute service strategies, programs, and processes for delivering a superior customer experience; ensures consistent implementation and compliance of regional and national One Team initiatives

Manage Client Experience and Relationships

• Delivers exceptional client experiences in all One Team Services while building and maintaining effective client relationships
• Drives accountability for and creates a culture of understanding the needs of our clients; actively seeks to understand client feedback to improve the client experience continuously
• Builds strong client relationships with local office leadership by understanding business needs, managing flawless service delivery, resolving issues, and bringing solutions for all One Team needs; leverages relationships as is necessary to seek conflict resolution as it relates to people or services provided
• Serves as an ambassador for One Team services, educating clients and team members on service offerings and capabilities
• Actively addresses service challenges by leveraging an understanding of client business needs and strong problem-solving skills; proactively communicates issues, challenges, and solutions upwards to ensure successful service delivery and relationship management

Financial Planning and Analysis

• Manages budget effectively through regular analysis and interpretation of key metrics, including headcount forecast and reporting by period and overtime
• Understands and prioritizes multiple competing financial interests to balance fiscal responsibility with the need to maintain the desired overall client experience and mitigate risks to our operations
• Manages all operations of One Team to key financial metrics; provides regular reporting and analysis each period as well as ad hoc reporting as requested by leadership
• Assists in the budget planning process as it relates to the One Team budgets and expense forecasting of items atypical such as capital purchases and increased maintenance spend
• Responsible for proactively managing/leveraging resources to balance overtime requests with services
• Analyzes monthly financial results and provides guidance/consultation to key clients and stakeholders
• Evaluates compensation adjustments; reviews recommendations provided by Talent and makes appropriate adjustments for leadership review

Project Management

• Acts as project manager responsible for overall planning, direction, coordination, implementation, execution, control, and completion of specific projects
• Leads the planning and implementation of projects, including timelines, risk mitigation, resource allocation
• Assembles and coordinates project staff
• Manages project budget
• Reports on progress to all stakeholders: project progress, problems, and Provides direction and support to the project team

Performance Management

• Drives performance management process including touchpoints, quarterly evaluations, and year-end review process; works collaboratively with leadership and Talent on performance management issues
• Cultivates strong performance through coaching and performance management
• Manages, leads, and mentors staff in carrying out daily operational and career development objectives and goals
• Conducts performance discussions that foster trust and elevate the performance of direct reports
• Writes effective performance reviews, demonstrating poise and professionalism in facing resistance or challenges

People Development

• Serves as a role model and primary counselor to direct Mentors, coaches, and assists in the development of direct reports
• Recruits and develops high-performing talent; interviews makes hiring recommendations, and coordinates onboarding and training of new hires and transfers
• Understands and assesses skill levels to recommend appropriate training and professional development; counsels and motivates direct reports to capitalize on their strengths and improve development
• Leads and embraces change
• Creates an environment that builds accountability for and commitment to meeting objectives; builds trust, confidence, and credibility with direct reports, which includes the ability to exercise discretion when dealing with privileged, personal, or confidential topics

Required:

• Minimum of 5 years of relevant experience supervising others in a large corporate environment preferred
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

An Ideal Candidate will possess:

• Excellent written and oral communication skills in English
• Strong problem-solver with the ability to develop creative and innovative solutions to complex problems
• Ability to analyze/interpret difficult situations and quickly make recommendations for resolution
• Ability to develop strong working relationships with people of all levels
• Ability to define and communicate clear business objectives and desired outcomes
• Strong technical skills and a solid understanding of MS Office
• Ability to work independently and manage multiple priorities
• Leadership skills: the ability to proactively manage client’s needs, address crises and manage change effectively
• Professional presence with the ability to build credibility and collaborate directly with office leadership
• Demonstrate ability in team building
• Ability to effectively manage change and act as a change agent

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