Office Services Specialist

Would you like to help support the growth of a global company that works with 91% of the Fortune Global 500? Do you have a passion for building relationships with customers and creating great work environment for them? Do you have experience running office operations? If so, we have an exciting opportunity to join our Facilities Services team in Canada with a focus on our Montreal and Ottawa markets.

WTW’s Real Estate & Workplace Solutions (RE&WS) function is responsible for providing the environment, processes, equipment and resources that efficiently and effectively help WTW colleagues meet client demands and the overall objectives of the organization.

Facilities Services (FS) is the operational arm of RE&WS and the FS lead in a defined WTW geographic entity (office location, market or hub) is responsible for providing an integrated set of effective and efficient support programs and services to local colleagues, with a focus 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 including food service, print, post and purchasing, facilities and office equipment administration, safety and security, business continuity, records management, and other corporate function support (as required).

FS is also responsible for the day-to-day administration and execution of certain corporate policies and programs in partnership with business and corporate function leadership.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

The Montreal Hub (the “Hub”) presently includes WTW offices in Montreal and Ottawa. The major accountabilities of the FS Specialist role, which is the lead FS role in this Hub, are currently as follows, but these may change in conjunction with the ongoing evolution of WTW FS operating model.

• Develop and/or review annual budget for local office operations and regularly monitor financial reports in order to control office operating costs in a prudent manner, i.e. without having an adverse impact on the business.
• Supervise, mentor, and manage local FS colleagues, possibly also including local Language Services team; conduct goal setting, performance management, and professional development of direct reports.
• Work collaboratively with office leadership and corporate function colleagues to build trusted relationships, identify local business requirements, provide operational expertise and guidance, streamline processes, mitigate risk, develop support solutions that ensure the beneficial and cost-effective use of local, regional or global resources, and ensure local compliance with company policies and standards (e.g. security, compliance, branding, record management et al).
• Actively partner with our Corporate Real Estate team and local business leadership on successful completion of real estate projects for office(s) in the jurisdiction and share related learnings with others.
• Manage relationships with select external partners and stakeholders, as deemed necessary by business and/or other appropriate corporate functions, with agreement of RE&WS leadership.
• Work with the Facilities Services Region Leader to tailor and implement service metrics consistent with global or regional standards; share standards and metrics with local business leaders as required.
• Periodically approve non-trade supplier invoices in accordance with firm’s Approval Matrix and provide troubleshooting guidance to invoice coders when necessary.
• Champion initiatives that improve the firm’s profitability and service levels, manage/support related change management activities to reduce business disruption, and ensure FS involvement contributes to the successful achievement of intended objectives.
• Be fully knowledgeable of WTW policies and procedures and help ensure compliance plus expected behaviors and practices by colleagues in the office through communication, education and local office protocols.
• Use WTW values (client focus, teamwork, integrity, respect and excellence), related behaviours and our commitment to inclusion and diversity to underpin this role and guide overall performance objectives. 
• Maintain knowledge and awareness of regulatory issues and obligations related to facility operations requirements for the assigned geographies. With respect specifically to relevant Quebec language legislation, participate in the Montreal Office’s Francization Committee to ensure that FS Montreal and FS Canada communications are compliant. 
• Participate in Canada, North America and Global projects and initiatives as necessary. 
• Role may require additional time commitment outside of normal business hours, especially when WTW’s business is in danger of being significantly disrupted.

The Requirements

General competencies and skills required are Business Acumen, Customer Service, Change Management, Results Focus, Collaboration, Relationship Management, Communication, Talent Development and Problem Solving/Resolution, but more specific details are as follows:

• Experience with hands-on operations management of business support functions within a client-focused professional services environment.
• Proven ability as a people manager with skills to coach, train and motivate colleagues at various levels, especially during unexpected situations that require immediate attention.
• Customer service orientation with a 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 processes, procedures and guidelines that drive efficiency and service excellence.
• Effective influencing skills, underpinned by strong written and verbal communication skills, are used to facilitate the understanding of a full range of views and develop support for business initiatives, and to assist key stakeholders in reaching satisfactory resolutions.
• Recognized as a positive change agent in response to changing business dynamics and support requirements.
• Proven strength in building positive working relationships with various constituents, especially local, Regional and Geography colleagues, with a focus on business productivity.
• Demonstrated analytical, organizational, project management, problem-solving and decision-making skills used to respond to the needs of diverse stakeholders.
• May occasionally require additional commitment outside of normal business hours, sometimes without much notice provided.
• In addition to the requirement for occasional travel within the role’s jurisdiction, some travel may also be required for WTW meetings related to broader geography and/or corporate project activities.
• Proficiency in the use of technology (e.g. MS Office, MS SharePoint, Oracle and MS Teams)
• College/University degree preferred, but High School diploma, certificate or official equivalent is a minimum education requirement.
• 2-5 years of experience in a similar role will be advantageous.
• Strong oral and written communication skills in French and English is required for all candidates residing in Quebec.

Equal Opportunity Employer