The Working Capitol
Country : Singapore
  • Full-time

Operations Manager

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About The Working Capitol

The Working Capitol is Singapore’s most vibrant and diverse coworking space. It offers a range of workspace solutions, community programmes, and professional and lifestyle events aimed at inspiring growth and well-being for the networks it creates and helps sustain. The Working Capitol currently operates its first site out of a refurbished 1920’s biscuit factory in the heart of Singapore’s Chinatown, with a community of members comprising of solo-preneurs as well as some of the hottest tech unicorns.

Named one of the top coworking spaces in Asia by Forbes, The Working Capitol is deeply ingrained in the neighbourhoods in which it operates. An expansion of its Keong Saik campus will be opening towards the end of 2018, offering a greater array of services to its community.

 

We are looking for an Operations Manager to join us:

To drive and create a memorable experience for our members through every touchpoint of the membership journey - across all digital, physical and human interactions.

As Operations Manager, you will report to the General Manager, leading the charge on operational excellence and the community experience across our site. Adopting a human-centric lense to our Member Journey you will critique and iterate each and every touchpoint to ensure a seamless and exciting experience for our members.

Main job responsibilities will include:

OPERATIONS, PROCESS MANAGEMENT & BUDGETS

  • Map out the Member Journey, highlighting every touch point, the stakeholders involved and supporting systems
  • Audit key business processes on an ongoing basis to identify and advise on opportunities to optimize, improve operating processes and reduce inefficiencies
  • Recommend opportunities to reduce operational expenses and increase revenue
  • Develop and implement new and improved processes centered on enhancing our offering and brand experience
  • Collaborate closely with other functions, including IT, Marketing, Facilities and Events to align on site management and operational processes
  • Ensure consistency in processes and offerings across sites
  • Support in the launch and roll-out of new site openings, ensure quality assurance across all operations
  • Improve management reporting, information flow and management, business process and organizational planning within the customer service team
  • Define and manage your operational budget and support with monthly business reporting and performance analytics; work closely with the GM to maintain a healthy P&L across sites
  • Work closely with the GM to track and optimise expenses

HOSPITALITY & COMMUNITY EXPERIENCE

  • Create an unequalled user experience definitive of the TWC brand, with a highly people-centered approach
  • Build and support a cohesive and collaborative community of members, being aware of their needs to facilitate new connections and business opportunities
  • Identify opportunities to delight our members; focus on member retention, meeting customer satisfaction goals and maintain existing member relationships
  • Develop a Community Experience system to track and support community events and programmes across sites; ensure consistency in delivery from the Community teams
  • Build a calendar of events; capture key dates and identify site specific opportunities
  • Contribute to internal and external community events for members to drive participation and community spirit
  • Work closely with the Relationships team to identify specific communities to target that will add to our ecosystem of members
  • Identify partnership opportunities for Marketing & Events 
  • Identify opportunities for programmes that will enhance our members’ experience and drive additional revenue (ie. health & wellness)

TRAINING & MENTORSHIP

  • Lead the Operations training programme to support Community team members to excel in all processes and develop on their skills & knowledge around our products and services
  • Develop training material that will assist in the smooth roll-out of new sites and onboarding of new team members
  • Lead by example to create a strong culture, sense of community and excellent customer service throughout the team
  • Make sound judgements in the interest of the business, train the Community teams to think as business owners
  • Build an enjoyable and productive workplace for the TWC team and members

Requirements

The ideal candidate for this role:

We are looking for someone with a minimum of 5 years experience in hospitality, property management or closely related industries with a strong operational focus. In addition, you:

•      Have a proven track record in achieving operational excellence, with an eye for detail

•      Have customer service / community management experience

•      Have an entrepreneurial spirit and are passionate about connecting people, with excellent interpersonal skill

•      Have experience in opening new business units, such as commercial properties, hotels, restaurants etc.

•      Are social and passionate, with a hands-on personality and approachable

•      Are performance driven to achieve sales, retention and growth goals

•      Have an understanding of P&L management in order to optimize budgets

•      Think two steps ahead, are resourceful and solutions-driven

•      Have experience working with a range of clients from Startups to SME’s and MNC’s

•      Enjoy being a team leader and mentor that inspires others to be their best

•      Have an excellent standard of written and spoken English

•      Have a general knowledge and interest in new IT systems and infrastructure


Total applicants :34 Job posted 3 months ago Total Views : 250 Unique Views : 250


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