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Am - Experience Ambassador

1 month ago

Bengaluru Karnataka, India JLL Full time

JLL supports the Whole You, personally and professionally.
Title
Workplace Experience Lead
Business unit
IFM
Reporting to
Account Director
Key stakeholders
IFM
Direct Reports
Team consisting of
Community Manager/ Workplace Experience Manager/ Floor Ambassador/ Reception Team
Duties & Responsibilities
Operational Excellence
Joins and supports assigned account team as a variable resource and carries out duties as identified in the service agreement
Ensures operational excellence in day to day service delivery including the development of playbooks and programs which improve the efficiency and effectiveness, performance, quality, safety and risk for our clients
Support the existing account team who are assigned to HX roles (to include: reception, mail, ambassadors, meeting/event and AV)
Liaison with 3rd party suppliers in the delivery of services aligned with experience programs
Oversees implementation of experience focused services on the accounts, developing programs, tools and processes while integrating the underlying services
Establishes performance metrics aligned with client goals to optimize the experience and adjust service delivery
Contributes to the overall technology roadmap, in support of JLL’s digital drive initiatives
Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies
Perform additional job duties, as requested by account team
Performance objectives
Works collaboratively with account teams and clients to understand their overall Human Experience goals and objectives and creates comprehensive strategies that enhance employee engagement, increase productivity and attract and retain talent
Develops proposals and solutions that drive results for our clients and JLL
Builds meaningful lasting relationships with the JLL team and our clients to promote confidence, innovation and best practices
Leads internal / external meetings, client workshops and visioning sessions
Perpetuate a culture of hospitality by developing and delivering training programs that empower the team to deliver exceptional experiences for our client’s employees and guests
Work with other HX platform resources to identify account opportunities
Quickly gathers client requirements and develops comprehensive proposals with clear, articulate, and winning value propositions for presentation to existing clients
Maintains a thorough knowledge of the competitive environment and articulates JLL’s value proposition
Participates in client workshops and solution sessions as needed
Key skills
Bachelor’s degree
7-10 years prior experience in Hospitality, Soft Services and / or Operations. Knowledge of commercial real estate and hospitality industry preferred
Proven leadership skills with the ability to manage competing priorities and deliver results in a fast-paced environment
Self-directed with a high energy level, track record of initiative, integrity and good judgement
Ability to present in front of many different types of clients and flexibility with presentation style
Highly collaborative approach to business with strong interpersonal skills and the ability to influence others
Ability to gather data, assess situations and quickly develop solutions with a strong analytical/financial aptitude
Excellent verbal and written communication skills with the ability to communicate in a clear, concise professional manner
Demonstrated ability to achieve results through team members, in a heavily matrixed organization, without direct management responsibility
Proficient skills in Microsoft Office (Excel, Word, PowerPoint, Visio and Outlook).
Must be able to travel up to 30%
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 business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both