Workplace Experience Manager

JLL supports the Whole You, personally and professionally.

Transforming to the Workplace Team of the future
Introduce technology and digital platforms to enable Workplace team to be mobile and present on the occupant floors
Develop an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile

Facilities Operations

Manage & oversee soft services and events management as part of the scope delivered
Create a comfortable, welcoming, and hospitable experience employees and their guests
Supervise and maintain the work schedule of the workplace support team, including receptionist, event coordinator, admin coordinator and housekeeping staff.
Be the point of contact and maintain relationships with external stakeholders, such as building landlords and local government agencies
Review operational SOP’s & propose / make changes as part of continuous improvement
Able to liaise with Landlord on lease management and contractual services delivered including Cleaning Services

Human Experience
Deliver the account’s Human Experience Roadmap across the campus and ensure the delivery of all operational requirements to uplift workplace experience, community engagement and sense of wellness and well-being across the campus
Deliver programs that drive employee engagement, sense of belonging, excitement and fun at work that contribute to employee productivity and pride
Ensure the account’s HX program initiatives are measurable and tangible to the workplace
Support all regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops, food & beverage, wellness, community engagement, digitalisation of the workplace, sustainability and D&I

Client Engagement

Create a fun and impactful client engagement strategy
Engage with all guests, employees, and key stakeholders
Imbed in the FM team a culture of empowerment, engagement, and fulfilment
Work with relevant parties on space management through data analytics
Develop client support/feedback initiatives e.g. FAQ
Build a team of ambassadors to delivery soft services that are authentic, caring, and able to provide timely services
Ensure effective communications and reporting to clients on operation matters and Workplace Experience
Evaluate service response time and analyse occupants’ service request trends and suggestions
Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user

Communication

Lead the development and implementation of all internal communication strategies in collaboration with client’s leadership with a focus on improving culture and employee engagement.
Liaise with JLL team and client on soft service delivery
Share regular event and celebrations content through client’s internal monitors, blog posts, newsletters, and other communication channels.
Create, manage JLL profile within the client account
Adopt innovative communication strategies
Champion monthly meetings with stakeholders to enhance relationships

Team Management

Team player, motivational leader, work across business unit to establish a collaborative environment.
Identify area of development for his /her staff
Drive the campus team to meet all key performance indicators as set out in the Account plan & SLA.
Actively encourage an environment that drive teamwork, co-operation & performance excellence
Act as manager and a coach for the team ensuring high staff morale, trust, and work ethics
Ensure the team is well trained on all facilities policies, procedures, and systems

Reporting

Ensure the monthly performance report is generated to meet SLA standards.
Review monthly financial reports including the preparation of accruals and variance analysis

Experience

A Bachelors in related field and work experience of four to six (4-6) years, which should be related to all aspects of workplace (FM) delivery at account level.
Excellent time management and communication skills.
Sales skills and ability to build productive business relationships
Ability to manage multiple projects independently
Comprehension of soft services to ensure services are managed, although technical qualification / background is not mandatory
One or more globally/regionally recognized certifications in Facility management, PMP, Health and Safety, Human Experience, etc., would be an asset.
MS Office proficiency

Task Skills

Hospitality management
Project management
Planning and organizing
Customer relationship management

Personal Skills

Strong communications and customer focus skills with the ability to interface and relate to the different stakeholders in the organization
Confident, friendly & engaging
Strong drive and persistence to achieve results
Creative thinking with an open mind that is balanced by a strong sense of realism and practicality

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 suppo