Office Services Manager

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Our associates in Office Services are responsible for providing the environment, processes, equipment and resources that efficiently and effectively help our Willis Towers Watson colleagues meet client demands and the overall objectives of the organisation.

The Role

Management Responsibilities

• As the manager of Office Services, ensure that appropriate staff, processes and tools are in place to support the efficient and effective delivery of the following services in the local office:
  
  • Reception
  
  
  • Conference/meeting room logistics
  
  
  • Print, post and purchasing
  
  
  • Facilities management
  
  
  • Records management
  
  
  • Business continuity
  
  
  • Other shared services as required
  
  


• Manage office support resources in the local office, while limiting office operating costs and mitigating risks


• Ensure services and standards are consistently maintained to support the effective utlisation of both allocated and unallocated working space in offices which adopt alternative working arrangments


• Ensure the associate experience is consistently positive when utilsing space and resources in a office which has adopted flexible working arrangements


• Proactively monitor the desk and room booking tool reports to ensure peaks in the utilisation of services and resources are identified and managed to ensure demand is met


• Provide management of local office support team; conduct team’s goal setting, performance management, and professional development


• Build strong relationships with office leadership and corporate function colleagues to identify local business requirements, provide operational expertise and guidance, and develop support solutions that ensure the beneficial and cost effective use of local, regional or global resources


• Work collaboratively with local leadership and corporate function colleagues to meet support requirements, streamline processes, and ensure compliance with company policies and standards (e.g. branding, record management, etc) in the local office


• Leverage financial and analytical skills, including the ability to contribute to the development of budgets, and review financial reports to effectively manage the Office Services function in the office


• Strive for service excellence and process improvement. Work with the Office Services Regional Director to tailor and implement service metrics consistent with global or regional standards. Share standards and metrics with local business leaders as required.


• Champion initiatives that improve the firm’s profitability and service levels, ensuring the effective and appropriate implementation in the local office.


• Be fully knowledgeable of Willis Towers Watson policies and procedures; help ensure compliance by associates in the office through communication, education and local office protocols to promote the expected behaviors and practices.


• Advocate and role model Towers Watson values


• Technical Responsibilities


• Leverage extensive knowledge and experience with Business Continuity, Records Management, Facilities Management, Vendor Management, Reception, and Print/Post/Purchasing functions


• Implement the firm’s security and compliance standards, thereby reducing operational risks in the local office

The Requirements

• Management Experience
  
  • Significant experience of hands-on operations management of business support functions within a client-focused professional services environment
  
  
  • Proven ability as a hands-on manager with skills to coach, train and motivate associates at various levels
  
  
  • Customer service orientation; strong desire to deliver value-added support to external and internal clients
  
  
  • Ability to create an environment of sound decision-making, ownership and accountability at all levels by communicating a clear stance on key issues
  
  
  • Success in the development and implementation of Office Services processes, procedures and guidelines that drive efficiency and service excellence
  
  
  • Strong written and verbal communication skills used to effectively facilitate the understanding of a full range of views and develop support for business initiatives
  
  
  • Recognized as a positive change agent in response to changing business dynamics and support requirements
  
  
  • Proven strength in building positive working relationships with local/ divisional/regional colleagues
  
  
  • Effective influencing skills and ability to assist key stakeholders in reaching satisfactory resolutions.
  
  


• Other Requirements
  
  • Proven analytical, organizational, and project management skills
  
  
  • Demonstrated problem solving and decision making skills used to respond to the needs of diverse stakeholders
  
  
  • Some travel may be required for meetings, team initiatives or other project-related activities
  
  
  • Proficiency in the use of technology (e.g., MS Office, HRIS)
  
  
  • College/University degree preferred
  
  

The Company
The Towers Watson and Willis group of companies (the “Company” or “Willis Towers Watson”) is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 39,000 employees in more than 120 territories. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance.
Unlock your potential at Willis Towers Watson.

Willis Towers Watson is an equal opportunities employer and does not discriminate on any basis. We support flexible working and this role will be considered on a flexible basis.