ROLE AND RESPONSIBILITIES

OVERALL ROLE

This position is responsible for the end-to-end Occupant and Guest Experience within the assigned portfolio, with the focus on providing outstanding Experience in the Workplace. With Experience at the core of the gearing of the service delivery, workplace activities need as human-centric and engagement focused as possible, with team management, site operations, service contracts, sourcing, procurement and financial decisions made with this ultimate target of Delight in mind, while maintaining safe working practices throughout all we do.

The role acts as point of contact for the client Global Real Estate (GRE) client team regarding Workplace activities of all buildings at City Level and supports account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement, interfacing not only with GRE, but also other service partners such as Security and Amenity Services, with Landlords as relevant, along with the lines of business and occupants as the ultimate service recipients.

MAJOR RESPONSIBILITIES

Transforming to the Workplace Team of the future

Develop existing and bring in new talent and capabilities into the Workplace Experience Team
Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
Develop an active and visible Workplace Experience Team
Ensure there is a highly proactive, responsive, dynamic and agile team

Client/Stakeholder Management (in support of the Country lead)

Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
Deliver an exceptional quality of service to the Client, as reflected by Client feedback

Leadership / Staff Management:

Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and onsite Vendors

Operations Management:

Ensure the delivery of all operational requirements as per the client scope of works across site
Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
Ensure operations are aligned to financial processes and controls are adhered to at all times to achieve good financial management
Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures
Ensure data integrity of all systems across the Region and perform audits from time to time
Ensure meeting or exceeding SLA/KPI scores
Hire, attract and retain a team of top talented employees and to ensure company standards are met
Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
Resolve user's complaints and concerns with solutions and follow up
Manage Vendor Contract database to ensure they are up to date at all times
Manage vendor procurement processes and ensure timely contract execution, negotiation, including preparation of tender documentation and preparation of contracts in accordance with agreed guidelines
Generate reports and conduct presentations as per the service delivery requirements and overall account management
Coordinate churn work and minor project works requested by users
Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
Resolve user's complaints and concerns with solutions and follow up

Sound like you To apply you need to have:

CANDIDATE SPECIFICATION KEY SELECTION CRITERIA

Ideal Experience

Excellent verbal and written communication skills as well as presentation skills
Any Bachelors Degree
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
Strong analytical, organization and administration skills
A minimum of 10+ years in the facility management industry/hospitality industry managing large facility operations
An added benefit would be a Bachelors degree in facilities management, building, business or other related field; however, this is not a must.
Fluent in English

Critical Competencies for Success (with corresponding I am JLL behaviors)

Client Focus & Relationship Management I Value my Customers

Demonstrates proactive & professional approach to customer service and stakeholder engagement
Has a natural hospitality-orientated communications acumen
Ability to interact with a wide range of client staff, including senior levels
Ability to manage conflict and balance between client and firm requirements
Has a customer service oriented attitude

People Management and Team Leadership I am a Team Player

Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Program Management & Organizational Skills I am Proactive

Excellent planning & organizational skills to prioritize work and meet tight deadlines
Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking I am Innovative

Capacity to deal with ambiguity and solve complex problems effectively
Analytical, proven ability to solve problems using a quantitative approach
Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

Natural communicator who enjoys engaging at all levels
Self-motivated and confident
Exhibits honesty & trustworthiness
Open to new ideas & willing to challenge status quo
Works well with diverse teams from various countries/cultures

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