Workplace Hx Manager

JLL supports the Whole You, personally and professionally.

Workplace Experience Manager
Work Dynamics

Overall Roll
The Human Experience Manager is responsible for leading the team in forging a lasting, open, and collaborative relationship with clients through the delivery of a unique and authentic experience across two or more client sites.
Provide and manage a comprehensive and consistent range of services across the campus with a focus on continuous improvement, operational excellence, safety, and compliance. Create an interesting and impactful client engagement strategy. Build a community of ambassadors and workplace support team to deliver timely and consistent Workplace experience soft services & workplace operations technical services. Develop client support and feedback initiatives and lead regular meetings with stakeholders to enhance relationships.
JLL is currently reshaping our workplace property service delivery and this role plays a key part in supporting the operational team on the account to deliver services that provide leading edge facilities and workplace services that align to JLL’s “The Future of Work” methodology.

Duties & responsibilities
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

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 community 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 five to eight (5-8) years, five (5) of 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 M&E 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 communica