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Workplace Experience Lead

1 month ago

Singapore Jones Lang Lasalle Property Consultants Pte Ltd Full time
Workplace ExperienceLead

Work Dynamics- Integrated FacilitiesManagement

ROLE ANDRESPONSIBILITIES

OVERALLROLE

This position is responsiblefor the end-to-end Occupant and Guest Experience within theassigned portfolio, with the focus on providing outstandingExperience in the Workplace. With Experience at the core of thegearing of the service delivery, workplace activities need ashuman-centric and engagement focused as possible, with teammanagement, site operations, service contracts, sourcing,procurement and financial decisions made with this ultimate targetof Employee Experience in mind, while maintaining safe workingpractices throughout all we do.

The role acts aspoint of contact for the Global Real Estate ("GRE") client teamregarding Workplace activities at a Site level, and supportsaccount initiatives by driving consistent implementation anddelivery. A key aspect of this role is engagement, interfacing notonly with GRE, but also other service partners such as Security andAmenities Services, with Landlords as relevant, along with thelines of business and occupants as the ultimate servicerecipients.

MAJORRESPONSIBILITIES

Transformingto the Workplace Team of thefuture
  • Developexisting and bring in new talent and capabilities into theWorkplace Experience Team
  • Introduce technologyand digital platforms to enable Workplace Experience team to bemobile and present on the occupant floors
  • Develop an active and visible Workplace ExperienceTeam
  • Ensure there is a highly proactive,responsive, dynamic and agileteam

Client/StakeholderManagement (in support of the Countrylead)
  • Pro-actively develop and manageClient relationships ensuring that expected service levels areachieved
  • Comply with all requirements of theClient contract and meet or exceed Key PerformanceIndicators
  • Deliver an exceptional quality ofservice to the Client, as reflected by Clientfeedback

Leadership /Staff Management
  • Actively encourage an environment that supports teamwork,co-operation, performance excellence and personalsuccess
  • Proactively manage the team to deliverDelight
  • Develop the team through performanceassessments and training, managing staff workload through correctresourcing and developing a succession plan for key team membersand on-siteVendors

OperationsManagement
  • Ensure thedelivery of all operational requirements as per the client scope ofworks across site
  • Develop and implementoperational procedures and performance measures to ensuresimplification and accuracy of work methods, reliability of systemsand consistency
  • Support Regional initiativessuch as user experience programs, JLL system roll-outs, regionaltraining programs/workshops and other initiatives as appropriate,through driving implementation and consistency across theRegion
  • Drive Client specific initiatives suchtechnology roll-outs, benchmarking, best practices etc.
  • Ensure operations are aligned to financial processes andcontrols are adhered to at all times to achieve good financialmanagement.
  • Ensure compliance with JLL andclient Health, Safety, Environment and Risk Management policies andprocedures
  • Ensure data integrity of allsystems across the Region and perform audits from time totime
  • Ensure meeting or exceeding SLA/KPIscores Hire, attract and retain a team of top talented employeesand to ensure company standards are met Review and spot-checksuppliers/service providers performance to ensure contractualobligations are delivered
  • Resolve user'scomplaints and concerns with solutions and follow up
  • Manage Vendor Contract database to ensure they are up todate at all times Manage vendor procurement processes and ensuretimely contract execution, negotiation, including preparation oftender documentation and preparation of contracts in accordancewith agreed guidelines
  • Generate reports andconduct presentations as per the service delivery requirements andoverall account management
  • Coordinate churnwork and minor project works requested by users
  • Support with critical out-of-hours issues &participate as a key team member in responses to emergencysituations
  • Responsible for monitoring andmanaging staff performance with criteria set in IndividualPerformance Management
  • Resolve user'scomplaints and concerns with solutions and followup

CANDIDATESPECIFICATION: KEY SELECTIONCRITERIA

IdealExperience
  • Excellentverbal and written communication skills as well as presentationskills
  • Able to adapt in a fast-paced workingenvironment and versatile in meeting client changing needs andrequirements
  • Strong analytical, organizationand administration skills
  • A minimum of 5 yearsin the facility management industry/hospitality industry
  • An added benefit would be a Bachelor's degree infacilities management, building, business or other related field;however, this is not amust.

CriticalCompetencies for Success (with corresponding 'I am JLLbehaviours')

ClientFocus & Relationship Management - 'I Value myCustomers'
  • Demonstrates proactive & professional approach tocustomer service and stakeholder engagement
  • Has a natural hospitality-orientated communicationsacumen
  • Ability to interact with a wide rangeof client staff, including senior levels
  • Ability to manage conflict and balance between client andfirm requirements
  • Has a customer serviceorientedattitude

PeopleManagement and Team Leadership - 'I am a TeamPlayer'
  • Ability tolead team effectively, train them well and promote open,constructive and collaborative relationships at alllevels

ProgramManagement & Organizational Skills - 'I amProactive'
  • Excellentplanning & organizational skills to prioritize work and meettight deadlines
  • Proven ability to managemultiple and complex operational matters on a dailybasis

Problem Solving& Strategic Thinking - 'I amInnovative'
  • Capacityto deal with ambiguity and solve complex problemseffectively
  • Analytical, proven ability tosolve problems using a quantitative approach
  • Proven ability to employ holistic approaches and looks atlong termsolutions

OtherPersonal Characteristics
  • Natural communicator who enjoys engaging at alllevels
  • Self-motivated and confident
  • Exhibits honesty & trustworthiness
  • Open to new ideas & willing to challenge statusquo
  • Works well with diverse teams from variouscountries/cultures