Office Administrator

Job Description

Job Title: Contract Co-ordinator

Reports to: Account Director

ISS Division: Financial Services & Retail Sector

Location: UK – London based, UK & Ireland coverage

Leadership: 2

Context:

ISS provides facilities management, cleaning & hygiene services, maintenance and building services, catering, front of house, hospitality and security and a wide range of other tailor-made services for customers throughout the Key Accounts 1, Key Accounts 2 & Specialised Services.

Job Purpose:

The purpose of this role is to help ISS become the world’s greatest service organisation by providing service performance facilitating our customers’ purpose through people empowerment.

This role is dedicated to the Bank of America account, based in 2 King Edward Street and provides invaluable administrative support taking full ownership/management for prescribed administrative duties within the contract alongside commercial responsibilities. The dual aspect of the role will be to lead the commercials for ISS, inclusive of Purchase Orders, Change Control Notes, Reconciliations and billing reports on behalf of the client. The role provides both assistance and contract support for the ISS Services
Delivery Team reporting to the Account Director in parallel with supporting the client team and the general
F M function for Bank of America

Key Responsibilities:

• Support Account Director and wider management team with Administration and Business Support

Functions as required

• Co-ordinate Meetings, Visitor bookings and related activities as required
• Support with production of MI, Monthly Reporting, Presentations and general Business

Administration as required

• Assist with ISS reporting and compliance in relation to HR reporting and compliance inclusive of

Personnel Records, Right to Work, On boarding, etc. in support of management team

• Assist with creation and review of documentation, processes and procedures ensuring continuous improvement and best practice
• Maintain up to date department distribution lists and ensure that changes are communicated to relevant parties including building management.
• Organise department corporate responsibility events
• Development and maintenance of a professional and proactive business relationship with all levels of the client’s representatives. Promoting the company; development of services and carefully understanding the changing needs of the customer.
• Support the Office Services Management team with administrative tasks when required including, but not limited to, scheduling meetings, screening and directing phone enquiries, updating spread sheets, filing, arranging conference calls, collating information and preparing reports.

ISS Classification - Restricted - External

• Distributing to relevant parties within a reasonable timescale. Minutes include Weekly Dept

Meetings, and ad hoc meetings. Responsible for chasing up actions from minutes, and ensuring staff close out all actions on Minutes.

• Preparation and Execution of Specific compliance meetings:
• Expense Reporting as required inclusive of Mobile Phone and Travel Charges Via Concur in conjunction with ISS Commercial and Supplier Contracts Manager
• Manage Travel Booking as required for ISS Staff through the travel department
• Administration of Office Services policies and procedures master index spread sheet, undertaking monthly reviews with all relevant department staff to be assured that information is accurate and current. Chasing individuals up on their deadlines, and escalating non-adherence to the Dept Head .
• ISS administration on behalf of the Dept, including responsibility for uploading and maintaining site information packs with current information. Review on a quarterly basis to guarantee that information remains current and that respective individuals have updated their areas
• Headcount Validation, Record Management & Organisational Charts o Responsible for Headcount Reports o Responsible for New Joiners On-Boarding Form o Update Organisational and Structural Charts with headcount changes, new starters and leavers information o Leaver reports
• Contract/Supplier Management information and record updates in conjunction with ISS Finance and

Contracts Manager o Ensure and validate ISS preferred Supplier list is updated to validate suppliers to ISS

• Policies and Procedures o Responsible for set up and maintaining the IMS Master Index and tracking who has signed each procedure and annual/regular reviews and updates o Ensure each new joiner signs the relevant procedures in this folder and then be checked off on the P&P log
• New Joiner Actions and Management o Complete new joiner process inclusive of Welcome Folder, Document Sign Off

(policies/procedures) o Update of Who’s Who, Structure Charts, BCM plans, contact lists etc

• Facilities/Office Services Visitor Management o Inform relevant parties of visitors sitting within the ISS work area are by following relevant procedure/process
• Maintain and Manage Department Holiday and Absence Planner on Shared Drive
• General ad hoc admin cover including telephone cover during absence, correspondence, cover letters, filing, photocopying and assisting with expenses and other tasks during busy periods.
• Support in reporting, MI, reconciliations and related activities generally required to support ISS management staff
• Support the Management Team with Invoicing, PO Raising, Cost Reconciliation and MI Reporting on expenditure and budgets as required

Support for Account Director:

• Act in a business support capacity for all aspects of the contract

Qualifications:

• Good level of general education
• Working towards financial/accounting qualification desirable

Experiences, Skills and Attributes:

• Professional, committed, conscientious, pro-active and innovative.
• Numerate, accurate and confident and can work on own initiative.

ISS Classification - Restricted - External

• Strong communicator able to communicate with clients, operations, suppliers, and team with prior client facing experience.
• Positive attitude to change and ability to be flexible to the changing priorities of the role.
• Ability to prioritise workloads appropriately.
• A clear understanding of the need for confidentiality and discretion
• High level of computer literacy including Excel; PowerPoint; Word; Financial Systems; Web and

Mobile Applications

• High level of focus on achievement of targeted results working proactively with various stakeholders
• High level of awareness of the market within which the ISS and our clients operate.
• Ability to work on own initiative and operationally as part of a team
• Experience of working in a fast paced environment
• Experience within an FM Management arena
• An understanding of the financial services sector
• Relevant PA and Administrative experience
• Ability to manage multiple high-level, time-sensitive projects simultaneously with superb attention to detail

Business Management:

• Take responsibility for your work and actions to show you care
• Demonstrate honesty to show respect to your colleagues, the client and your work
• Ensure you show entrepreneurship by taking corrective action where necessary
• Deliver a quality service through your day to day actions

HSEQ:

• Encourage a safer culture for everyone in the organisation in everything you do every time you do it
• Share stories of good safety behaviour with your team and Line Manager
• Direct and control all HSEQ related matters, ensuring the IMS is embedded throughout the contract whilst maintaining and progressing this with the team

Client Rapport:

• Pro-actively look for ways to delight the client
• Be aware of how you can impact the customers work journey by understanding the key touchpoints in a building
• Read the customers signals; know the customer and understand when to engage
• Communicate with the customer; project a positive image, listen and check their satisfaction
• Support the customer; anticipate their needs and make it easy for them
• Make a difference; do the unexpected and make it personal
• Make it right; take ownership and find a solution
• To develop and maintain a professional and proactive business relationship with client representatives
• Develop and work towards an account development plan for the contract, setting strategic goals and achieving or exceeding them
• Build and maintain excellent client and service partner relationships
• Investigate and resolve client complaints
• Promote a positive and proactive image of the Facilities function of Office Services at all times

Conditions of Employment

ISS Classification - Restricted - External

Full time permanent position, 40 hours per week, with core hours generally between 0830 and 1730 with some flexibility required.

ISS Classification - Restricted - External

ISS LEADERSHIP PRINCIPLES

Principle Behavioural Competencies

Leadership Principle 1 – Customer Focus Level 2
We put the customer first Interprets accurately contractual requirements

• Manages customer expectations

We take pride in servicing our chosen customer *Takes responsibility for developing solutions to customer problems / complaintsWe are responsive to customer needs and proactively search for

• Identifies areas for improvement and acts upon them a better understanding of their challenges

*

We build relationships with our customers

Leadership Principle 2 – Results Focus Level 2
In ISS we have passion for performance *Focuses own and team’s efforts on challenging objectives and targets
We take pride in delivering excellent performance and results * Offers practical assistance to other team members in order to help the team
We appreciate and celebrate excellent performance and success Collects and analyses data on all elements of performance

• Develop action plans to improve performance and achieve sustainable results

Leadership Principle 3 – Innovation Level 2
In ISS we encourage innovation Able to identify new and innovative ways of working

• Willing to take responsibility when change is necessary

We are always open to new ways Lead and encourage change initiatives

• Actively involves those affected by change in the planning

We look for opportunities to make improvements to our systems process and concepts

We value adaptability and willingness to change

Leadership Principle 4 – Respect Level 2
In ISS we treat people with respect *Provides active leadership that implements behavioral change to reduce the risk of serious accidents and lower the
We consider Health & Safety a top priority number of common accidents*

• Delivers difficult messages in a sensitive and tactful way to

We listen & communicate openly and honestly both individuals and groups * Demonstrates empathy towards people and acts

We treat people as individuals and are aware that their appropriately preferences may differ from our own

• Uses appropriate process and procedures

We respect the laws of the localities where we operate

We value differences and diversity

Leadership Principle 5 – Leadership Level 2
In ISS we lead by example *Selects appropriate methods of communication demonstrating clarity and conciseness of communication
We are role models and ambassadors and act accordingly * Inspires and excites others to achieve business objectives

• Deals confidently with confrontation and settles issues

We make ourselves visible successfully

• Confident about their proposals and persuades other to

We are open and honest about the problems we need to manage follow

• Adapts personal leadership style to suit the needs of the recipient or situation

ISS Classification - Restricted - External

Leadership Principle 6 – Empowerment Level 2
In ISS we lead by empowerment Delegates appropriate tasks effectively and correctly

• Provide support to team when trying something new or

We give a license and obligation to act different or when faced with difficulties * Uses questioning techniques to encourage team members to

We are committed to learning from mistakes resolve own problems and make decisions

• Supports team in analysing why and how a mistake has

We encourage decisions to be made and executed as far down happened to prevent reoccurrence and to maximize learning the organisation as possible

Leadership Principle 7 – Developing People Level 2
In ISS we develop ourselves and others Seeks to develop own coaching ability

• Agrees and implements a personal development plan to

We develop by being open and honest about our strengths and improve competency levels of individuals weaknesses Gives constructive feedback on strengths and weaknesses

• Adopts different development approaches to suit the

We create space for personal development and for people to needs of the individual achieve their potential * Prepares and implements training and development plansWe identify stretch and coach talent for operating unit

• Prepares a succession plan and actively works towards it

We take pride in developing our own successors

Leadership Principle 8 – Teamwork Level 2
In ISS teamwork is at the heart of our performance *Effectively recruits people with the appropriate skills, abilities and attitudes to fulfil the job roles
We build great teams by selecting people with the right abilities * Uses the group as a resource, recognising team member and attitudes capabilities to make best use of them

• Prioritises tasks to maximize team performance and

We share ideas, knowledge and experience utilisation of resources

• Plans and organises self and others to deliver an excellent

We take pride in our teams achievements but always put the service company’s interest first * Readily shares information while encouraging integrity in handling commercially sensitive materialLeadership Principle 9 – Strategic Thinking Level 2
ISS is one company with shared values one brand and one

*Interprets business needs and champions decisive action to
strategy achieve the vision*

• Able to use creative and innovative techniques for use across

We break down silos the business * Is sensitive to organisational politics, alliances and rivalries

We collaborate across borders and businessesWe implement strategies and operate the business in line with the group vision and corporate values

Leadership Principle 10 – Functional Skills Level 2
Demonstrates strong technical/functional knowledge skills and *Undertakes training on functional skills to others inside and
abilities outside of the function*

• Working towards/studying for mid-level qualification in functional skill where relevant

ISS Classification - Restricted - External

Job Description Changes

This job description will be subject to review and the post holder will be consulted about any proposed changes. It is expected that the company’s Personal Development Plan will provide such an opportunity to discuss any amendments or indeed adaptations to your job description.

Acknowledgement

Post Holder Signature:

Print Name:

Date:

.
Signed on behalf of ISS:

Print Name:

Date:

ISS Classification - Restricted - External

Job Types: Full-time, Permanent

Salary: £28,000.00-£30,000.00 per year

Benefits:

• Company pension
• Language training provided

Flexible Language Requirement:

• English not required

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Application deadline: 17/02/2023
Reference ID: Bofa admin
Expected start date: 06/03/2023