Workplace Experience Leader

4 days ago

Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 4,00,000 - ₹ 8,00,000
Job Summary

We are seeking a highly skilled professional to lead our team and provide exceptional customer service. As a Workplace Experience Lead, you will be responsible for delivering outstanding experience in the workplace, with a focus on providing human-centric and engagement-focused services.

You will act as the point of contact for our client team regarding workplace activities and support account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement, interfacing with various stakeholders including clients, service partners, and occupants.

Key Responsibilities

• 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

• 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

• 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

• 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

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