- Commitment to deliver the best level of service every time through obsessive level of attention to detail
- Ensures resets back to agreed format, including owning Clients Clear Deck policy / Lost property process as per enactment and associated reporting
- Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workspace
Client/Stakeholder Management (in support of the Site lead)
- 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
Operations Management:
- To Assist Reporting Manager for the smooth running of operations.
- Routine checks of all systems including Critical Systems, reporting, tracking for closure
- Ensure carrying out all CMMS on the tool on time
- Developing and implementing building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems.
- To facilitate / handhold the Customers during all Client visits.
- Ensure coordination for booking of conference/Meeting Rooms, food & beverage service, availability of AV equipments, projectors and other requirements
- Inventory Management of all soft services and Maintenance inventory accurately
- Routinely inspect all contracted services to ensure performance measures are being maintained.
- Ensure zero down time
- Achieve Client satisfaction as per Client expectations.
- Plan, organize and arrange internal events for any processes or business including town hall meeting
- Develop contact and coordinate with Security team, GIT/IT, Admin team, Business team.
- Timely inputs to Admin lead for any concerns
- Provide assistance in general administrative activities as and when required.
- Contribute to the Monthly Management Report to Client.
- Compile and follow-up Landlord issues through Landlord tracker.
- Follow-up with the vendor for timely submission of invoices.
- Provide comprehensive workplace management for the office premises
- Resolve user's complaints and concerns with solutions and follow up
- Implementation of service task, procedures and policies
- Prepare risk assessments for self-delivery
- Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
- Report building incident following with set escalation channels with measures and solutions
- Coordinate, manage and oversee vendors to perform a wide range of workplace-related services
- Ensure service deliverables meet SLAs and KPIs
- Work with all related parties on timely delivery of all services
- Ensuring up to date information on Clients Property Services SharePoint
- When necessary raise risks to reporting manager / Site Lead for further investigation
- Continuous Improvement implementation
- Cost saving mind-set that drives value for service as every level
- Conduct data analysis report when necessary
- Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
- Excellent verbal and written communication skills as well as presentation skills
- 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 3 to 5 years in the facility management industry/hospitality industry with a Bachelors degree
- An added benefit would be a Bachelors degree in facilities management, building, business or other related field; however, this is not a must.
Critical Competencies for Success (with corresponding I am JLL behaviours)
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
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
- Detail focused and proactive in nature
- Self-motivated
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge status quo
- Works well with diverse teams from various countries/cultures
