Workplace Experience Lead

Job Opportunity

This position is responsible for the end-to-end Occupant and Guest Experience within the assigned portfolio, with a focus on providing outstanding experience in the workplace. With experience at the core of service delivery, workplace activities need to be human-centric and engagement-focused as possible, with team management, site operations, service contracts, sourcing, procurement, and financial decisions made with this ultimate target in mind, while maintaining safe working practices throughout all we do.

Role Overview

• Act as point of contact for the client Global Real Estate (GRE) client team regarding Workplace activities of all buildings at City Level.
• Support 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.

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.

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.

Client/Stakeholder Management

• 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.

Ensure the delivery of all operational requirements as per the client scope of works across site.

Operations Management

• 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.

Candidate Specification

• Ideal Experience:
  • Excellent verbal and written communication skills as well as presentation skills.
  • Any Bachelors 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.
• Critical Competencies for Success:
  • Client Focus & Relationship Management: Demonstrates proactive & professional approach to customer service and stakeholder engagement.
  • People Management and Team Leadership: Ability to lead team effectively, train them well, and promote open, constructive, and collaborative relationships at all levels.
  • Program Management & Organizational Skills: Excellent planning & organizational skills to prioritize work and meet tight deadlines.
  • Problem Solving & Strategic Thinking: Capacity to deal with ambiguity and solve complex problems effectively.

To Apply

Sound like you To apply you need to have:

• CANDIDATE SPECIFICATION KEY SELECTION CRITERIA
• Ideal Experience:
• Critical Competencies for Success:

 

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