Workplace Experience Deputy Lead

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

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

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table

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 globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.