City Lead

Facilities Operations

• Manage & oversee facilities services (Soft & Hard) as part of the scope delivered
• Implement a Preventive and Planned Maintenance programme to minimise maintenance, repair, and replacement costs together with minimising the risk of equipment failure.
• Ensure all technology platform are working as per its intent purpose and analytics are carried on a timely manner to ensure proactive response.
• Review operational SOPs & propose / make changes as part of continuous improvement
• Manage minor projects / Churn in the office
• Able to liaise with any local / government agencies as part of operations
• Able to liaise with Landlord on lease management and contractual services delivered

Human Experience

• Deliver the accounts Human Experience Roadmap across the campus and ensure the delivery of all operational requirements to uplift workplace experience, community engagement and sense of wellness and well-being across the campus
• Deliver programs that drive employee engagement, sense of belonging, excitement and fun at work that contribute to employee productivity and pride
• Ensure the accounts HX program initiatives are measurable and tangible to the workplace
• Support all regional initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops, food & beverage, wellness, community engagement, digitalisation of the workplace, sustainability and D&I

Client Engagement

• Create a fun and impactful client engagement strategy
• Engage with all guests, employees, and key stakeholders
• Imbed in the FM team a culture of empowerment, engagement, and fulfilment
• Work with relevant parties on space management through data analytics
• Develop client support/feedback initiatives e.g. FAQ
• Build a community of ambassadors to delivery soft services that are authentic, caring, and able to provide timely services
• Ensure effective communications and reporting to clients on operation matters and Workplace Experience
• Evaluate service response time and analyse occupants service request trends and suggestions
• Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user

Communication

• Lead the development and implementation of all internal communication strategies in collaboration with clients leadership with a focus on improving culture and employee engagement.
• Liaise with JLL team and client on soft service delivery
• Adopt innovative communication strategies
• Champion monthly meetings with stakeholders to enhance relationships

Team Management

• Team player, motivational leader, work across business unit to establish a collaborative environment.
• Identify area of development for his /her staff
• Drive the site teams to meet all key performance indicators as set out in the Account plan & SLA.
• Actively encourage an environment that drive teamwork, co-operation & performance excellence
• Act as manager and a coach for the team ensuring high staff morale, trust, and work ethics
• Ensure the team is well trained on all facilities policies, procedures, and systems

Reporting

• Ensure the monthly performance report is generated to meet SLA standards.
• Review monthly financial reports including the preparation of accruals and variance analysis