City Lead Bangalore

City Lead

Work Dynamics

What's this job involves

ROLE AND RESPONSIBILITIES

OVERALL ROLE

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

Delight in mind, while maintaining safe working practices throughout all we do.

The role acts as point of contact for the client Global Real Estate (“GRE”) client team regarding

Workplace activities of all buildings at City Level and supports account initiatives by driving consistent

implementation and delivery. A key aspect of this role is engagement, interfacing not only with

GRE, but also other service partners such as Security and Amenity Services, with Landlords as

relevant, along with the lines of business and occupants as the ultimate service recipients.

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

Develop the team through performance assessments and training, managing staff workload

through correct resourcing and developing a succession plan for key team members and onsite

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

Sound like you? To apply you need to have:

CANDIDATE SPECIFICATION – KEY SELECTION CRITERIA

Ideal Experience

· Excellent verbal and written communication skills as well as presentation skills

Any Bachelor’s Degree

· 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 10 + years in the facility management industry/hospitality industry managing

large facility operations

An added benefit would be a Bachelor’s degree in facilities management, building, business

or other related field; however, this is not a must.

Fluent in English

Critical Competencies for Success (with corresponding ‘I am JLL behaviors')

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, constructive and

collaborative relationships at all levels

Program Management & Organizational Skills – ‘I am Proactive’

· Excellent planning & organizational skills to prioritize work and meet tight deadlines

· Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking – ‘I am Innovative’

· Capacity to deal with ambiguity and solve complex problems effectively

· Analytical, proven ability to solve problems using a quantitative approach

· Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

· Natural communicator who enjoys engaging at all levels

· Self-motivated and confident

· Exhibits honesty & trustworthiness

· Open to new ideas & willing to challenge status quo

· Works well with diverse teams from various countries/cultures

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.