Facilities Services Specialist

Facilities Services Specialist - WTW

Facilities Services ensures WTW has effective and efficient local support services, executed with a focus on managing costs, mitigating risk and supporting our brand. 

Our colleagues are responsible for providing the environment, processes, equipment, and resources that efficiently and effectively help our WTW colleagues meet client demands and the overall objectives of the organization. We are responsible for the ongoing administration and execution of corporate policies and programs in partnership with business and corporate function leadership.

The Role

The Facilities Services Specialist role is responsible for providing an integrated set of support programs and services to colleagues and contingent workers. The role is focused on enabling productivity, managing costs, mitigating risk, promoting our values, and supporting our brand. Programs and services include but are not limited to work environment, maintenance, reception, on-site meeting support and food service, security, post, office equipment, safety, and business continuity. 

As a Facilities Services Specialist at WTW, the candidate will be part of the office leadership team representing the Real Estate and Workplace Solutions (RE&WS). The Facilities Services Specialist has responsibility for implementing the Global Facilities Services Model within the assigned office(s). The Facilities Services Specialist is responsible for the day-to-day operations including hospitality, front of house, reception, conference room support, mail services, equipment maintenance agreements, first level equipment support, physical security, OHS and office budgets. As a Facilities Services Specialist it will be necessary to support multiple cross functional tasks with IT, HR, Security, Real Estate, Records Management, and Procurement.

Critical capabilities and skills for this role include:

• Effective change agent
• Critical thinker
• Intuitive and proactive nature
• Process oriented
• Ability to manage and prioritize multiple priorities 
• Strong leader 
• Strong technical skills and acumen

Performance Objectives:

• Manage office support resources in the local office, while limiting office operating costs and mitigating risks
• Provide management of local office support team; provide feedback on performance to third-party providers; as needed, conduct direct report’s goal setting, performance management, and professional development
• Build strong relationships with office leadership and corporate function colleagues to help 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, 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 Facilities Services function in the office
• Strive for service excellence and process improvement.  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 WTW policies and procedures; help ensure compliance by colleagues in the office through communication, education and local office protocols to promote the expected behaviors and practices.
• Implement the firm’s security and compliance standards, thereby reducing operational risks in the local office
• Advocate and role model WTW values

The Requirements

• Minimum of 3-5 years’ experience in similar role
• High school diploma or equivalent is required
• College/University degree preferred
• Proficiency in the use of technology (e.g., MS Office, MS Teams)
• Customer service orientation; strong desire to deliver value-added support to external and internal clients, including executive level leadership 
• Subject matter expertise in facilities management and office support operations within a multi-faceted professional services environment
• Highly skilled in managing interpersonal relationships with various constituents and a focus on business productivity
• Strong written and verbal communication skills used to effectively in business standard
• Demonstrated leadership skills with ability to coach, train and motivate colleagues at various levels
• Recognized as a positive change agent in response to changing business dynamics and support requirements
• Proven analytical, organizational, and project management skills
• Success in the development and implementation of office support processes, procedures and guidelines that drive efficiency and service excellence
• Effective influencing skills and ability to impact key stakeholders and satisfactory issue resolutions
• Some travel may be required for multiple office oversite, meetings, team initiatives or other project-related activities

 “This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.” 

EOE, including disability/vets