Workplace Experience Lead

JLL supports the Whole You, personally and professionally.

Workplace Experience Lead
Work Dynamics - Integrated Facilities Management

ROLE AND RESPONSIBILITIES
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 focused as possible, with team management, site operations, service contracts, sourcing, procurement and financial decisions made with this ultimate target of Employee Experience in mind, while maintaining safe working practices throughout all we do.

MAJOR RESPONSIBILITIES
Transforming to the Workplace Team of the future
Develop existing and bring in new talent and capabilities into the Workplace Experience Team

Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors

Develop 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 Country 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

Leadership / Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success

Proactively manage the team to deliver Delight

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 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

Ensure meeting or exceeding SLA/KPI scores Hire, attract and retain a team of top talented employees and to ensure company standards are met Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered

Resolve user's complaints and concerns with solutions and follow up

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

Coordinate churn work and minor project works requested by users

Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations

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

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 5 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.

Critical Competencies for Success
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, constructi