OFFICE SERVICES MANAGER
Salary: £46-48K per annum, plus company benefits
Location: London - EC2M
Contract: Full Time, Permanent
Shifts: 37.5 hours per week, Monday – Friday, 9am - 5pm or 8am – 4pm, with 30 mins unpaid lunch break
Work model: Fully onsite with some flexibility for remote working when task appropriate
Williams Lea seeks an Office Services Manager to join our team!
Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.
Purpose of role
The Office Services Manager is responsible for the Reprographic and Document Service departments. This person is responsible for the elements of the financial management, people management, building a professional working relationship with all client contacts and ultimately ensuring that a first-class service is delivered.
Key requirements are the ability to manage a very busy team in a high-pressure environment, the ability to understand, plan and then change processes and teams to get the best out of them, and superb client facing skills with the ability to deliver against tight deadlines and to build robust, long-term relationships across the client organisation.
Key responsibilities
People Management and Development
- Performance management of direct reports including all discipline issues, ensuring all/any disciplinary procedures are conducted in accordance with Williams Lea best practice guidelines.
- Very strong and robust focus on sickness absence management.
- Ensure team communication is consistent and regular (including regular 1-2-1s, ‘back to work’ interviews and team meetings & briefings)
- Ownership, collation and production of monthly MI requirements inline with contract deliverables
- Proactively seeks out new solutions or process improvements to enhance client service offerings
- Contract awareness and ability to manage services with this in mind
- Delivery of KPI’s on a monthly/quarterly/annual basis
- Able to create and execute remediation plans where appropriate
- Proactive integration with client supplier teams
- Extensive knowledge of Williams Lea supplier base
- Ensure focus on leadership and motivation is sustained and consistent.
- Coach and develop direct reports and ensure that all staff are following and achieving appropriate personal development plans.
- Succession planning for key operational roles
- Recruitment needs analysis and ongoing review of organisation structure. Including management of labour turnover.
- Ensure all shift patterns are staffed in the most cost efficient and operationally effective manner.
- Ensure that key principles of customer services management are always adhered to by self and team.
- Ensure that all client and Williams Lea mandatory training, and ad-hoc surveys, are completed ahead of set deadlines by all members of team.
- Ensure all company, and client, policies are always adhered to.
- Finance and business management
- Support the preparation of budgets and business plans.
- Ensure all spend is managed against budget, with corrective action implemented for any deviance.
- Ensure that all month end finance administration is completed in an accurate and timely fashion.
- Ensure clients own internal recharging is accurately completed every month.
- Continually review cost base against operational requirements
- Provide management information reporting on financial and operational analysis on a regular basis for both client and Williams Lea head office.
- Monitor, control and report on monthly overtime and temporary staff spend.
- Production and analysis of MI, SLA’s and KPI's for Williams Lea and client
- Production of fluent written financial and MI reports
Client focus
- Develop sustainable, robust, and long-term relationship with key clients.
- Ensure that any client complaints/issues are managed in a timely and appropriate manner.
- Meet formally and regularly (at least monthly) with key clients across the bank to understand their business needs.
- Continually monitor structure and focus of service lines to ensure offering best meets business requirements.
- Ensure that self and team always provide a consistently high level of customer service, using all reasonable endeavours to meet client expectations and maintain a positive perception of the services provided.
- Ensure effective communication with key client contacts and user base.
- Constantly measure customer satisfaction and act where appropriate.
- Meet and improve all service levels outlined within contract.
Business development
- Identify opportunities for business development and highlight to Senior Account Manager / Director
- Support Senior Account Manager / Director in the implementation of new contracts and services.
Operation management
- Manage the day-to-day operational activity of the onsite teams.
- Operational problem resolution.
- Manage third party suppliers and engineers robustly and take full responsibility for ensuring they deliver against required standards.
- Ensure adherence by all Williams Lea staff to operation procedures and codes of conduct including health and safety procedures.
- Effectively manage equipment and put forward proposals for change as appropriate.
- Ensure that all output from self and team is to the highest possible standard, fully meeting/exceeding any client brief or requirement.
- Effectively and accurately manage department stock requirements.
- Achieve maximum flexibility and productivity by ensuring that all team members are fully trained and technically competent in the use of all equipment and procedures.
- Maintain a safe working environment through adherence to health and safety practices.
- Set and continually review, maintain, and document site operating procedures and manuals.
Personal attributes
- Demonstrate detailed technical reprographics knowledge from hands on personal experience in a high-tech digital repro environment.
- Strong MS Excel, Word, and IT skills.
- Flexible and proactive approach to work with a can-do attitude.
- Undertake additional duties as required.
- Excellent customer service skills.
- Team focused.
- Solves problems and delivers solutions.
- Calm under pressure.
- Effective communicator.
- Displays drive and enthusiasm.
- Strong planning and organizational skills.
Rewards and Benefits
We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:
- 25 days holiday, plus bank holidays (pro-rata for part time or fixed term roles)
- Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
- Life Assurance
- Private Medical Insurance
- Dental Insurance
- Health Assessments
- Cycle-to-work scheme
- Discounted gym memberships
- Referral Scheme
You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!
Equality and Diversity
The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.
If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).
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