Workplace Experience Lead

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

ROLE AND RESPONSIBILITIES

OVERALL ROLE

This position is responsible for creating “Delight” by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in the Workspace.

This candidate will have a deep understanding of the Workspace and the Surrounding areas and become the single point of contact for daily Workspace needs on the office floors and a counsel to the Guests present.

The role acts as an embedded point of contact for the Client's “GRE” team regarding Workspace activities at a Site level and supports account initiatives by driving consistent implementation and delivery through nudge behaviors.

A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.

MAJOR RESPONSIBILITIES

Transforming to the Workspace Team of the future

• Creates Occupant Delight
• Has a natural hospitality-orientated communications acumen
• Embedded “Go To” trusted Workspace partner fostering all-level relationships
• Understands business traits/ cadence/ needs
• Deep Workspace & Surrounding area knowledge
• Shares observations regarding any misalignment to nudge behaviours (incl. data from Workspace Delivery team)
• Single Point of Contact for issues resolution & Workspace change within space
• Problem solves & Resets space on the fly
• Acts as basic “counsel” regarding space needs/options as per Workspace Standards
• Introduce technology and digital platforms to enable Workspace Experience team to be mobile and present on the occupant floors
• Develop an active and visible Workspace Experience Team

Client/Stakeholder Management (in support of the Workspace 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
• Report any concerns or patterns in employee feedback periodically to client leadership

Leadership / Staff Management

• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
• Proactively manage the team to deliver employee experience
• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors
• Conduct mystery audits on the team for continuous skill assessment and prepare individually action plan as required

Operations Management

• Must be customer focused and be proactive in establishing customer relationships
• Responsible and accountable for all service request
• Ensure service deliverables are met with SLA and KPI
• Periodically review all reports and feedback to identify trends and bring changes
• Have periodic connects with all leadership of different business to understand their perspective of service
• Work with all related parties on timely delivery of all services
• To undertake continuous floor inspections ensure cleanliness and maintenance is correct
• Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
• Continuous Improvement implementation
• Conduct data analysis report when necessary
• 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
• Generate reports and conduct presentations as per the service delivery requirements and overall account management
• Oversee office premises and delivery of hospitality services for users
• Communicate with users by consolidating feedback to ensure expectations are achieved
• Escalate facilities issues to management team when necessary
• Participate in ad-hoc projects when required

CANDIDATE SPECIFICATION:  KEY SELECTION CRITERIA

Ideal Experience

• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills
• An added benefit would be a Bachelor’s degree/  Degree in Hotel Management, business or other related field; h
• Excellent communication verbal and written 10 years’ and above experience - Hospitality / Flight Attendant / Events Management / Serviced Office 
• Experience of leading a young millennial team
• Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments

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

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
• Creative mindset
• 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

KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff

DIRECT REPORTS

TBC

INDIRECT REPORTS

TBC

REPORTING TO

Workspace Experience Lead

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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