Current jobs related to Workplace Experience Deputy Lead - Mumbai, Maharashtra - Jones Lang LaSalle

JLL empowers you to shape a brighter way Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services advisory and technology for our clients We are committed to hiring the best most talented people and empowering them to thrive grow meaningful careers and to find a place where they belong Whether you ve got deep experience in commercial real estate skilled trades or technology or you re looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward ROLE AND RESPONSIBILITIES OVERALL ROLE This position is responsible for creating Delight by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio with the focus on providing outstanding Experience in the Workspace This candidate will have a deep understanding of the Workspace and the Surrounding areas and become the single point of contact for daily Workspace needs on the office floors and a counsel to the Guests present The role acts as an embedded point of contact for the Global Real Estate GRE team regarding Workspace activities at a Site level and supports account initiatives by driving consistent implementation and delivery through nudge behaviors A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients MAJOR RESPONSIBILITIES Transforming to the Workspace Team of the future Creates Occupant Delight Has a natural hospitality-orientated communications acumen Embedded Go To trusted Workspace partner fostering all-level relationships Understands business traits cadence needs Deep Workspace Surrounding area knowledge Shares observations regarding any misalignment to nudge behaviors incl data from Workspace Delivery team Single Point of Contact for issues resolution Workspace change within the premises Problem solves Resets space on the fly Acts as basic counsel regarding space needs options as per Workspace Standards Be part of a highly proactive responsive dynamic and agile team Establish direct relationship with the client business units and their neighborhood community understand their issues display confidence and satisfy needs and requirements of all requests Escalate facilities issues to management team when necessary Consolidate feedback to management team regularly for ongoing improvement implementation Participate in ad-hoc projects when required Client Stakeholder Management Assist workspace experience manager in Pro-actively developing and managing 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 Actively recover feedback from the end user Report any concerns or patterns in employee feedback periodically to workspace experience manager Leadership Staff Management Actively encourage an environment that supports teamwork co-operation performance excellence and personal success Proactively manage the team to deliver Delight Develop the team through performance assessments and training managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors Operations Management Must be customer focused and be proactive in establishing customer relationships Responsible and accountable for all service request Ensure service deliverables are met with SLA and KPI Periodically review all reports and feedback to identify trends and bring changes Respond and close all service tickets and feedbacks within defined SLA Plan and execute employee engagement events in line with client expectations Communicate with users by consolidating feedback to ensure expectations are achieved Escalate facilities issues to management team when necessary Have periodic connects with all point of contact of different business to understand their perspective of service Work with all related parties on timely delivery of all services To undertake continuous floor inspections ensure cleanliness and maintenance is correct Establish direct relationship with the client business units and their neighborhood community understand their issues display confidence and satisfy needs and requirements of all requests Continuous Improvement implementation Conduct data analysis report when necessary 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 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 Oversee office premises and delivery of hospitality services for users Participate in ad-hoc projects when required CANDIDATE SPECIFICATION KEY SELECTION CRITERIA Ideal Experience Experience of 8 years in hospitality - hotel aviation Industry Coworking spaces Proven ability to initiate and follow with improvement initiatives create opportunities for efficiencies and process amendments Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements Strong analytical organization and administration skills Proficient in MS Office suite An added benefit would be a Bachelor s degree Degree in Hotel Management business or other related field Excellent communication verbal and written Experience of leading a young millennial team 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 Creative mindset 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 KEY STAKEHOLDERS Management Staff Client Representatives Client Occupants End-users Vendor Staff Location On-site -Mumbai MH Scheduled Weekly Hours 48 If this job description resonates with you we encourage you to apply even if you don t meet all of the requirements We re interested in getting to know you and what you bring to the table JLL Privacy Notice Jones Lang LaSalle JLL together with its subsidiaries and affiliates is a leading global provider of real estate and investment management services We take our responsibility to protect the personal information provided to us seriously Generally the personal information we collect from you are for the purposes of processing in connection with JLL s recruitment process We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons We will then delete it safely and securely For more information about how JLL processes your personal data please view our For additional details please see our career site pages for each country For candidates in the United States please see a full copy of our Equal Employment Opportunity policy Jones Lang LaSalle JLL is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and or overall selection process - you may email us at accomodationrequest am jll com This email is only to request an accommodation Please direct any other general recruiting inquiries to our page I want to work for JLL