Job Responsibilities
- Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account
- Establishes challenging, realistic, and obtainable goals to guide operation and performance
- Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL
- Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating the underlying services
- Strives to improve service performance
- Achieves and exceeds goals including performance goals, budget goals, team goals
Leading Experience Team
- Develops and implements customer experience training plan that enables exceptional service delivery across the account globally
- Utilizes interpersonal and communication skills to lead, influence, and encourage others
- Advocates sound financial/business decision making; demonstrates honesty/integrity
- Leads by example
- Encourages and builds mutual trust, respect, and cooperation among team members
- Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days
- Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance
- Ensures that expectations and objectives are clearly communicated
- Establishes and maintains open, collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team
Ensuring Exceptional Customer Service
- Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities
- Monitors and manages 3rd party vendor performance related to soft services delivery
- Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPIs)
- Shares plans to take corrective action based on KPI and survey results with client leadership
- Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies
- Perform additional job duties, as requested
Qualifications
- Bachelors degree
- 10+ years prior experience in Soft Services, Facility Management or Operations and/or knowledge of commercial real estate or hospitality industry, preferred
- Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment
- Track record of initiative, integrity, and good judgement
- Strong analytical/financial aptitude
- Ability to gather data, assess situations and quickly develop solutions
- Highly collaborative with strong interpersonal skills
- Excellent verbal and written communication skills with the ability to communicate professionally
- Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
Must have qualities:
- Quick decision making
- Self-starter, highly motivated
- Drive to finish activities as and when required.
- Strong willed and confident individual
