Building Operations, Facilities Services

JLL supports the Whole You, personally and professionally.

ROLE AND RESPONSIBILITIES
OVERALL ROLE
This position is in its nature proactive and focused on the detail, to ensure Workspace services are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements “works every time”, while maintaining safe working practices throughout all we do.
The role oversees the day to day service delivery by the soft service team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workspace Experience team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.

MAJOR RESPONSIBILITIES
Transforming to the Workspace Team for Customer Delight
Commitment to deliver the best level of service every time through obsessive level of attention detail
Ensures resets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated reporting to Workspace Experience team to allow for onward sharing with LOBs
Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean Workspace
Ensure there is a highly proactive, responsive, dynamic and agile team
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, service and 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
Functional operational control to deliver excellence every time
Implement service tasks, procedures and policies and measure performance
Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
Understand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
Provide comprehensive Workspace management for the office premises
Implement and manage the change control process
Resolve user's complaints and concerns with solutions and follow up
Be able to resolve problems or improve operations
Implementation of service task, procedures and policies
Prepare risk assessments for self-delivery
Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
Report building incident following with set escalation channels with measures and solutions
Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
Coordinate, manage and oversee vendors to perform a wide range of Workspace-related services
Ensure service deliverables meet SLAs and KPIs
Work with all related parties on timely delivery of all services
Ensuring up to date information on Client’s Property Services SharePoint
When necessary raise risks to Workspace Experience Site Lead for further investigation
Continuous Improvement implementation
Cost saving mind-set that drives value for service as every level
Conduct data analysis report when necessary
Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
Resets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated reporting to Workspace Experience team to allow for onward sharing with LOBs
Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean Workspace
Responsible to manage multiple locations.
Should have experience in managing R&M work for multiple locations.
**CANDIDATE SPECIFICATION**: KEY SELECTION CRITERIA
Ideal Experience
Excellent verbal and written communication skills as well as presentation skills
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 5 years in the facility management industry/hospitality industry
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 with good communication skill
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 requirem