Workplace Operations and Performance Lead

Tokio Marine Kiln (TMK) is seeking an experienced Workplace Operations & Performance Lead to join our Facilities Management & Workplace Services team in London. This is a key role supporting operational excellence across the workplace function through performance insight, coordination and continuous improvement.

Reporting to the Head of Workplace Operations and Procurement, you’ll act as a central point for data, planning, process control and coordination, enabling effective, data-led decision-making and consistent operational delivery. The role combines strong analytical capability with stakeholder engagement and operational oversight.

What you’ll be doing

• Own and manage Facilities Management (FM) scorecards and reporting cycles, delivering accurate and insightful MI to support leadership decision-making.

• Produce high-quality reports and presentations, consolidating data from multiple sources including ServiceNow, utilisation tools and supplier inputs.

• Identify trends, risks and opportunities for performance improvement, ensuring data integrity and consistency across FM services.

• Coordinate workplace moves, churn activity and space planning, ensuring delivery is structured, controlled and aligned to business needs.

• Support the delivery of workplace projects and changes, working closely with stakeholders to implement solutions effectively.

• Work with IT and stakeholders to optimise systems (including ServiceNow), coordinating enhancement requests and improving data quality and efficiency.

• Develop and manage communications relating to workplace changes, ensuring timely and clear stakeholder engagement.

• Maintain governance processes including incident logs, risk portal updates and business continuity activities, ensuring actions are tracked through to completion.

• Coordinate the review and maintenance of policies and procedures, ensuring documentation is accurate, current and aligned with operational practices.

• Support audit readiness and compliance activities, identifying gaps, risks and opportunities for standardisation.

• Provide coordination and executive support to the Head of Workplace, including meetings, reporting packs and team planning activities.

What we’re looking for:

You’ll bring strong analytical capability and operational awareness, alongside a proactive, organised and collaborative approach.

Technical experience

• Strong proficiency in Microsoft Excel, including data analysis, reporting and dashboard creation.

• Experience working with CAFM systems (e.g. ServiceNow or equivalent).

• Proven ability to consolidate and analyse data from multiple sources and produce meaningful performance insights.

• Experience producing MI, scorecards or performance reporting in an operational environment.

• Understanding of Facilities Management operations (hard and soft services).

• Experience supporting workplace moves, planning or churn activity.

• Knowledge of process documentation, improvement techniques and operational controls.

• Awareness of health & safety, compliance and risk management processes.

Desirable:

• Experience using Power BI or similar visualisation tools.

• Knowledge of workplace systems such as desk booking or utilisation platforms.

• Experience supporting system or process improvements and enhancement requests.

Skills & behaviours

• Strong analytical and problem-solving skills, with the ability to translate data into clear, actionable insights.

• Excellent organisational and coordination skills, with the ability to manage multiple priorities and deadlines.

• High attention to detail and commitment to data accuracy and quality.

• Strong communication and stakeholder engagement skills, with the ability to influence and collaborate effectively.

• Proactive and solution-focused mindset, with a continuous improvement approach.

Why join TMK?

At TMK, you’ll work in a collaborative and high-performing environment where operational excellence and continuous improvement are key priorities. You’ll play an important role in shaping how our workplace services are delivered, using data and insight to drive better outcomes across the business.

We value integrity, innovation and teamwork, and offer the opportunity to work on a broad range of workplace initiatives, contributing to the ongoing evolution of our workplace strategy within a global organisation.

The successful candidate will be welcomed into the TMK family to help us further our purpose of enabling our clients to fulfil their ambitions whilst benefiting society and our people. We are committed to ensuring a safe, open, inclusive and empowering environment in which all of our people can thrive. All employees have the opportunity to join one or a number of inclusion network groups or take part in CSR and charitable activities. TMK is signed up to the Disability Confident Employer Scheme and we also accommodate flexible working, subject to the TMK flexible working policy.

As an underwriting firm with over 140 years’ experience of protecting clients from changing risks we put our confidence in the ability and talent of our people. We aim to be a ‘Good Company’ and this means being a great and inclusive company to do business with and being a great place to work. Our culture is founded on our core values of empowerment, inclusion, excellence, integrity, teamwork and innovation. We seek to recruit the best talent by endeavouring to reach diverse talent pools, offering dynamic working arrangements and investing in development.

To make your experience as comfortable as possible, please let us know if you require any reasonable adjustments or additional assistance during your application process. At Tokio Marine Kiln we are here to support you, please be reassured that we will do all that we can to ensure that your specific needs are met. Please reach out to [email protected] in confidence, to discuss any specific assistance or requirements that you have.

If you encounter difficulties submitting your application, please email [email protected].

If you are interested in this vacancy and would like to apply or find out more, please follow the links to apply. You can also share this vacancy with your network using a number of social media platforms.