Overall Role:

Responsible for creating a customer-centric experience for occupants and guests within the workspace.
Act as the main point of contact for daily workspace needs and provide guidance on workspace-related issues.
Interface with the JPMC Global Real Estate (GRE) team regarding workspace activities at the site level.
Drive consistent implementation and delivery of workspace services through nudge behaviors.
Provide expert advice on space needs and options in alignment with workspace standards.

Major Responsibilities:

Transforming the Workspace Team:

Create occupant delight through hospitality-oriented communication.
Serve as a trusted point of contact for workspace-related inquiries.
Possess in-depth knowledge of the workspace and surrounding areas.
Respond to issues and adjust the space as needed for optimal functionality.
Act as a basic counsel regarding space needs and changes.
Foster proactive, dynamic, and agile team engagement.
Build and maintain relationships with client business units and the neighborhood community.
Escalate issues to management and continuously improve service delivery based on feedback.

Client/Stakeholder Management:

Assist workspace experience manager in developing and managing client relationships.
Ensure that service levels meet or exceed expectations and Key Performance Indicators (KPIs).
Collect and act on feedback from end-users to improve service quality.
Regularly report any concerns or recurring patterns in feedback to the workspace experience manager.

Leadership/Staff Management:

Encourage teamwork, performance excellence, and personal success.
Proactively manage and develop the team through performance assessments, training, and workload management.
Develop a succession plan for key team members and on-site vendors.

Operations Management:

Establish and maintain proactive relationships with clients to ensure high-quality service delivery.
Ensure all service requests are handled within SLAs and KPIs.
Periodically review reports and feedback to identify trends and make improvements.
Plan and execute employee engagement events aligned with client expectations.
Address facilities issues promptly and escalate when necessary.
Conduct floor inspections to ensure cleanliness and maintenance standards are met.
Liaise with all departments to ensure timely delivery of services.
Ensure operational processes are simplified and accurate for consistent service delivery.
Align operations with financial processes and ensure proper financial management.
Ensure compliance with health, safety, environment, and risk management policies.

Continuous Improvement:

Implement client-specific initiatives such as technology rollouts and benchmarking.
Conduct data analysis reports when necessary.
Oversee office premises and hospitality services.
Participate in ad-hoc projects and other duties as assigned.

Candidate Specification:

Ideal Experience:

8+ years of experience in hospitality, hotel, aviation industry, or coworking spaces.
Proven track record of initiating and implementing improvement initiatives to create efficiencies.
Able to adapt in a fast-paced, changing environment and meet client needs.
Strong analytical, organizational, and administration skills.
Proficient in MS Office Suite.
A Bachelor's degree or equivalent in Hotel Management, Business, or a related field is an added benefit.
Excellent verbal and written communication skills.
Experience in leading and managing a young millennial team.

Critical Competencies for Success:

Client Focus & Relationship Management:

Demonstrates a proactive and professional approach to customer service.
Ability to interact with clients at all levels, including senior management.
Excellent conflict management skills.

People Management and Team Leadership:

Ability to lead and train a team effectively, promoting collaboration and open communication.

Program Management & Organizational Skills:

Excellent planning and organizational skills to prioritize tasks and meet deadlines.
Proven ability to manage multiple operational matters on a daily basis.

Problem Solving & Strategic Thinking:

Ability to handle ambiguity and solve complex problems.
Analytical and quantitative approach to problem-solving.
Ability to develop long-term solutions for recurring issues.

Other Personal Characteristics:

A natural communicator who enjoys engaging with diverse teams and stakeholders.
Creative, self-motivated, and confident with a strong sense of honesty and trustworthiness.
Open-minded, willing to challenge the status quo, and embrace new ideas.
Able to work effectively with teams from diverse countries and cultures.

If you meet these qualifications and are looking for a dynamic, customer-oriented role with opportunities for professional growth, we encourage you to apply!

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