Asst. Manager- Business Services Operations

MAJOR ACCOUNTABILITIES include the following.  Other duties may be assigned. 

Business Center Operations 

• Manage Business Center operations and business service activities in support of exhibitors, event organizers, and guests. 

• Ensure business services are delivered in accordance with franchise requirements, operational standards, and customer expectations. 

• Coordinate operational resources and workflows to support efficient and uninterrupted Business Center operations. 

• Monitor operational performance and identify issues that may impact service quality, operational effectiveness, or customer satisfaction. 

• Support implementation of approved operational improvements and service enhancements.  

Business Center Administration 

• Manage inventory and supply administration to ensure materials required for Business Center services are available and properly maintained. 

• Oversee shipping and package handling activities in accordance with franchise requirements and established procedures. 

• Maintain franchise records, operational documentation, and required reporting associated with Business Center activities. 

• Support compliance with franchise standards, documentation requirements, and operating guidelines. 

• Coordinate equipment maintenance and service support to minimize disruptions and maintain service availability. 

Guest Experience & Service Support 

• Ensure consistent execution of customer service standards and Business Center service expectations. 

• Resolve customer concerns requiring supervisory involvement and support service recovery efforts. 

• Support Business Center services that meet customer and event-related requirements. 

• Monitor customer feedback and recommend improvements to services, products, and operational processes. 

• Provide cross-coverage support for Retail Operations as needed. 

Financial Transactions & Reporting 

• Administer transaction processing activities in accordance with established financial controls and operating procedures. 

• Review sales activity, transaction documentation, and operational records for accuracy and completeness. 

• Support reconciliation, reporting, and revenue documentation activities associated with Business Center operations. 

• Maintain operational and financial records in accordance with established requirements. 

ACCOUNTABILITIES FOR SUPERVISION   

• Participate in decisions related to the selection, promotion, transfer, pay and discipline of assigned personnel. 
• Orient employees to MCCNO policies and procedures, clearly communicate job duties and responsibilities so individuals may proceed with certainty in the performance of their positions. 
• Personally conduct or oversee training for new employees to ensure established procedures are clearly understood and followed. 
• Monitor the work performance of assigned personnel on a continual basis, conduct effective performance appraisals, and take corrective action whenever necessary. 
• Create a working climate in which assigned personnel are motivated to develop their skills and abilities and demonstrate by personal example the desired standards of conduct and work performance. 
• Administer MCCNO policies in a fair and equitable manner with regard to discipline, tardiness, absenteeism or insubordination and fully document all incidents and actions taken.

Other Qualifications  

• Ability to obtain and maintain UPS franchise certification within 30 days of hire required. 
• Experience in a high-volume hospitality or venue environment preferred. 
• Experience utilizing point-of-sale and electronic payment processing systems preferred. 

Other Skills and Abilities   

• Strong customer service, communication, and problem-resolution skills. 
• Working knowledge of inventory management, transaction processing, and operational reporting. 
• Strong organizational skills with the ability to prioritize multiple assignments in a fast-paced environment. 
• Ability to work flexible schedules, including evenings, weekends, and holidays, based on event and operational requirements.