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.   

Shaping the future of real estate for a better world

At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.

We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.

JLL is a global leader in helping clients envision where people will live, work, play, shop, and eat.

What this opportunity involves: 

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 focussed as possible, with team management, site operations, service contracts, sourcing, procurement and financial decisions made with this ultimate target of operational excellence, while maintaining safe working practices throughout all we do.

The role acts as the single point of contact for the SEA client and JLL Workplace team regarding Workplace activities at a Country level and supports account initiatives by driving consistent implementation of operational excellence and delivery. A key aspect of this role is engagement, interfacing not only with but also other service partners such as Security and Events, with Landlords as relevant, along with the lines of business and occupants as the ultimate service recipients.

Reporting to the Regional Facilities Manager, some key responsibilities of the role are:

Transforming to the Workplace Team of the future

• Develop existing and bring in new talent and capabilities into the Workplace Team
• Introduce and leverage existing technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
• Develop and maintain 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 Regional Facilities Manager)

• 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
• Proactively manage the team to deliver operational excellence
• 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

Operations Management

• Ensure the delivery of all operational requirements as per the client scope of works across country
• 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 site financial operations are meeting or exceeding targets and financial processes as well as controls are adhered to at all times.
• 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 Ensuring up to date information on Client’s Property Services SharePoint
• Hire, attract and retain a team of top talented employees and to ensure company standards are met

• 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
• Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
• Schedule detailed floor inspections conducted regularly
• Implement service tasks, procedures and policies and measure performance
• Ensure that an effective Work Order system is maintained for rectification of any defective items/services & ensure that these are addressed in a timely manner
• Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
• Coordinate churn work and minor project works requested by users
• Implement and manage the change control process
• Report building incident following with set escalation channels with measures and solutions
• 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.

Sounds like you? This is what we are looking for: 

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 years in the facility management industry/hospitality industry
• An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must
• Understanding of building engineering services would be a benefit.

What you can expect from us:

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things. Keep those ambitions in sights and imagine where JLL can take you...

JLL is committed to developing and maintaining a diverse workforce. As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity regardless of race, gender, age, sexual orientation, or disability, and that is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies.
 

Apply today, quoting job reference number  LMREQ419024

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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