Deputy Workplace Experience 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.

At JLL, we value what makes you unique, and we're committed to give you the opportunity, knowledge and tools to own your success. Explore opportunities to advance your career from within, whether you're

looking to move up, broaden your experience or deepen your expertise.

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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 behaviours.

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 behaviours (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 neighbourhood

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 neighbourhood

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

Client:

JP Morgan Chase & Company

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.