Overall Role
The Workplace Ambassador (Back-of-House) plays a critical operational role in ensuring seamless day-to-day facilities support and workplace services for BCG Singapore. This role replaces the previous Facilities Coordinator position and focuses on behind-the-scenes operational excellence, vendor coordination, quality assurance, and supporting workplace functionality. The Workplace Ambassador (BOH) ensures the workplace environment operates smoothly, efficiently, and to the highest standards, working collaboratively with the broader facilities and experience team.
Duties & Responsibilities
Back-of-House Operations:
- Oversee daily BOH operations for assigned level(s)
- Conduct thorough physical checks of back-of-house spaces, storage areas, pantries, and service zones to ensure cleanliness, organization, and operational readiness
- Monitor and maintain digital systems and SharePoint trackers for BOH activities
- Coordinate with cleaning and maintenance teams to ensure compliance with quality standards
- Manage locker systems including assignments, maintenance, and user support
- Perform quality inspections for workplace office
- Ensure BOH areas are well-stocked, organized, and compliant with safety protocols
Vendor Management:
- Coordinate with 3 manpower vendors for daily operations
- Manage 2 additional vendor relationships for specialized services
- Oversee 4 Managing Agent scope vendors for BOH-related activities
- Process purchase orders (PO) for manpower and vendor services
- Manage billing and invoice reconciliation for assigned vendors
- Monitor vendor performance and escalate issues as needed
- Escort and supervise vendor activities in BOH areas
Office Supplies Management:
- Manage end-to-end office supplies inventory and procurement
- Monitor stock levels and anticipate replenishment needs
- Process requisitions and coordinate timely delivery
- Maintain organized storage systems for office supplies
- Track usage patterns and recommend cost optimization measures
- Ensure compliance with procurement policies and budget guidelines
Events Support:
- Provide back-of-house support for event setup and execution
- Coordinate vendor logistics for events including delivery and setup
- Manage event-related purchase orders and billing
- Ensure BOH spaces are prepared and restored post-event
- Support catering logistics and F&B coordination for events
- Collaborate with Workplace Executive on seamless event delivery
Building Management Office (BMO) Coordination:
- Act as liaison between clientoperations and Building Management Office
- Coordinate facility-related requests, permits, and approvals
- Track and follow up on BMO service requests
- Ensure compliance with building regulations and protocols
- Manage access control coordination with BMO for vendors and contractors
Supporting Scope of Work
Facilities Management Support:
- Assist with reactive work order coordination and follow-up
- Support preventive maintenance (PPM) scheduling and tracking
- Provide backup support for meeting room preparation as needed
- Assist with courier and mail service coordination
- Support visitor management during peak periods or staff absences
Pantry and Café Operations:
- Monitor pantry supplies and coordinate restocking
- Ensure café areas are clean, organized, and well-maintained
- Coordinate with F&B vendors on service delivery
- Address user feedback and service issues promptly
- Support special catering requirements for meetings and events
Quality Assurance:
- Conduct regular quality inspections of Back-Of-House (BOH) areas and services
- Document findings and follow up on corrective actions
- Support continuous improvement initiatives
- Ensure service standards align with client expectations
- Participate in quality audits and assessments
Reporting Requirements
Regular Reports:
- SharePoint tracker updates for BOH operations
- Vendor performance and billing reports
- Office supplies inventory and usage reports
- Quality inspection findings and corrective action logs
- Event support activity summaries
- Locker management status updates
- User request tracking and resolution metrics
Key Accountabilities
Operational Excellence:
- Maintain highest standards of service delivery in all BOH functions
- Ensure timely resolution of operational issues and user requests
- Proactively identify and address potential service gaps
- Support efficient resource utilization and cost management
- Maintain comprehensive documentation of all BOH activities
Client Relationship Management:
- Maintain direct reporting relationship with Client's POC
- Participate in day-to-day operations reporting and performance reviews led by Client
- Respond promptly to client requests and feedback
- Support Client-led continuous improvement initiatives
- Ensure alignment with modified governance structure and KPI/SLA requirements
Collaboration:
- Work closely with Senior Facilities Coordinator on integrated FM operations
- Coordinate with Workplace Executive and Workplace Ambassador (FOH) on cross-functional activities
- Interface with Client's POC as required
- Collaborate with multiple JLL points of contact per revised contract structure
- Support Mobile Technician coordination for technical matters
Customer Service:
- Provide responsive and professional support to all internal users
- Address inquiries and resolve issues efficiently
- Foster a culture of service excellence and user satisfaction
- Anticipate user needs and provide proactive solutions
- Create positive workplace experiences through authentic, caring service
Candidate Specification
Experience:
- Minimum 2-3 years experience in facilities operations, workplace services, or hospitality sector
- Experience in corporate office environment preferred
- Background in vendor coordination and supply chain management advantageous
- Prior experience with office services, inventory management, or event support beneficial
- Experience working in fast-paced, client-facing environments
Technical Skills:
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
- Experience with SharePoint or similar collaboration platforms
- Familiarity with work order management systems
- Basic understanding of building systems and facilities operations
- Inventory management and procurement knowledge
- Budget tracking and invoice reconciliation skills
Personal Attributes:
- Strong organizational skills with exceptional attention to detail
- Proactive mindset with ability to work independently
- Service-oriented approach with genuine care for user experience
- Flexible and adaptable to changing priorities
- Problem-solving abilities with practical, solution-focused thinking
- High level of integrity and reliability
- Professional demeanor and appearance
Communication Skills:
- Good command of verbal and written English
- Strong interpersonal and stakeholder management skills
- Ability to communicate effectively with vendors, users, and management
- Diplomatic approach to resolving conflicts and addressing concerns
- Collaborative team player with positive attitude
Work Attributes:
- Ability to meet tight schedules and deliver high quality work
- Comfortable managing multiple tasks simultaneously
- Willingness to provide hands-on support when needed
- Ability to maintain composure under pressure
- Commitment to continuous learning and improvement
