Workplace Operations and Performance Lead

Tokio Marine Kiln (TMK) are looking for a highly organised, data-driven Workplace Operations & Performance Lead to play a central role in how our workplace services operate, perform, and evolve. This role sits at the heart of Facilities Management, coordinating performance reporting, workplace planning, systems improvement, and governance activity. Reporting to the Head of Workplace Operations and Procurement, you’ll bring together data, insights, and operational coordination to support effective decision-making and ensure our workplace services are delivered consistently, efficiently, and with impact. If you enjoy turning complex data into meaningful insight, enjoy structured coordination, and being at the heart of operations and keeping everything running seamlessly, this could be a great fit.

Key responsibilities include:

Performance & Management Information (MI)

• Own and manage Facilities scorecards, reporting cycles, and leadership MI
• Consolidate data from multiple sources (e.g. ServiceNow, supplier reports, utilisation tools)
• Identify trends, risks, and opportunities for performance improvement
• Ensure accuracy, consistency, and integrity of data across FM services

Workplace planning, moves & projects

• Coordinate workplace moves, churn, and space changes
• Support delivery of workplace projects and expansions
• Work with stakeholders to plan and deliver structured, well-controlled changes

Systems & process improvement

• Act as a key liaison between FM and IT for ServiceNow and related workplace systems
• Coordinate system enhancements and process improvements
• Identify opportunities to improve efficiency, automation, and data quality

Communication, governance & coordination

• Coordinate communications relating to workplace changes and service updates
• Support governance forums, incident reporting, risk updates, and BCP activities
• Maintain Facilities content on the intranet and ensure consistent stakeholder communications

Policies, procedures & control

• Coordinate reviews and updates of Facilities policies and procedures
• Maintain document control, versioning, and audit readiness
• Monitor adherence to key processes and highlight risks or gaps

Executive & team support

• Provide structured coordination support to the Head of Workplace
• Assist with presentations, governance packs, diaries, and team scheduling

What we’re looking for:

Essential experience & knowledge

• Strong Excel skills, including data analysis, reporting, and dashboards
• Experience producing MI, scorecards, or performance reporting
• Familiarity with CAFM systems (e.g. ServiceNow or equivalent)
• Understanding of Facilities Management operations (Hard and/or Soft FM)
• Experience consolidating data from multiple sources
• Strong organisational, coordination, and stakeholder management skills

Why join us?

You’ll be joining a collaborative workplace team where your work directly influences how our offices operate and how decisions are made. This is a role with genuine visibility and impact, offering variety, responsibility, and the chance to shape how workplace operations are delivered.

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.