Workspace Transformation Lead

JLL supports the Whole You, personally and professionally.

**Benefits to eligible employees, include**:
Medical benefit plan includes dental coverage, and access to mental wellbeing counselling sessions.
Flexible Medical benefits programme
Digital Healthcare provide
Employee Assistance Programme (EAP)

Workspace Transformation Lead

The Workspace Transformation Lead / Country Account Lead’s primary goal is building a sense of community within the workspace & create memorable experiences through a connected flexible future workspace environment.

**What this job involves**:
**Account Management**:
Manage country budget and ‘not to exceed’ budget to avoid overspend.
Control CGM (Country Gross Margin) to achieve good results in P&L. Participate in forecasting, ensure compliance to budget.
Ensure all invoices and Accounts Receivable from the client are paid in due time.
Explore and implement cost saving opportunities. Drive efficiencies and optimize performance.
Manage all financial risk for the account.

**Operational**:
Oversee open work environment in head offices and create a culture that enhances customer experience
Manage and build a high-performance in country human experience and FM workplace services team through transformational leadership and change management techniques, proactively identify issues
Understand and oversee projects as needed, project management fundamentals and best practices
Ensure the operation is running according to MSA (Master Service Agreement) in an effort to Meet or Exceed all KPIs and ensure contract requirements are met
Manage and oversee all preventive maintenance, reactive maintenance, client request and complaint handling for the bank’s properties (offices, branches, ATMs and residential).
Oversee vendor management and ensure the account is compliant with supply chain approved processes.

Client Relationship
Build strong relationship with our corporate services client by driving highly satisfied client outcomes through excellent communication, problem solving, and action planning.
Engage with the client for customer surveys, quarterly Super KPI and other performance platforms, to make sure we deliver excellent service level.
Proactively foster a strong communication stream with key stakeholders.

Risk & Compliance
Ensure the account is compliant with Health & Safety standard, JLL ethics and regulatory requirements. Drive a risk conscious culture within the team. Ensure that risk escalation processes are followed.
Ensure all incidents are reported and managed per the client and JLLs best practices and internal reporting processes. Quickly and effectively, respond to incidents and ensure accurate communications are escalated.
Ensure all team member complete corporate mandatory training.

**You should**:
Have outstanding confidence and strong networking skills.
Be curious about entrepreneurial communities and start-ups.
Have a great sense of teamwork, accountability, mindfulness, and the willingness to go the extra mile for the users and your team.
Have strong verbal and written communication skills.
Understand how to interpret and use feedback to increase service levels and enhance key touch points. Be competent in translating feedback data to HSBC.
Be knowledgeable about current and future technology resources that are available in the industry to offer an enhanced hybrid service.
Be exceptionally organised and well-versed in multitasking.
Be able to handle pressure, think quickly and calmly.
Have an energetic, cheerful, and outgoing personality.

**Experience and requirements**:
Strong interpersonal skills, ability to communicate and influence a diverse audience. A transformational leader with change management experience.
Has strong experience in managing a team to deliver high touch workplace experience to the end users. Experienced and passionate about service excellence.
Strong ability to deal with ambiguity, complaint and solve complex problems effectively.
Demonstrated integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Develops others and focuses on supporting the team through goal setting, completion of objectives and succession planning.

**Languages**: Must be fluent in English
Excellent PC skills, proficient in Microsoft Word and Excel.
At least 10 years’ experience in Hospitality, Facilities Management
Degree in hospitality, facilities management is preferred

Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their busi