Assistant Workplace Delivery Manager

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.

Assistant Workplace Delivery Manager

What this job involves:

Overall Role

This position is in its nature proactive and focused on the detail, to ensure workplace 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 Workplace team and vendor partners, ensuring

compliance to SOPs and SLAs. Importantly alignment must prevail with the Workplace 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.

A key aspect of this role is engagement with other service partners such as Security and Dining Services, with

Landlords as relevant, to deliver on consistency of service to Occupants and Guests.

Transforming to the Workplace Team of the future

• 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 Workplace 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 workplace

• Ensure there is a highly proactive, responsive, dynamic and agile team

Client/Stakeholder Management (in support of the Site lead)

• 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

Operations Management

• 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 workplace 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 workplace-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 Workplace 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 Workplace 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 workplace

Sound like you? To apply you need to have:

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 3 years in the facility management industry/hospitality industry
• Fluent in Cantonese and English

Critical Competencies for Success (with corresponding 'I am JLL behaviours')

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

• Detail focused and proactive in nature
• Self-motivated
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Works well with diverse teams from various countries/cultures

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in

an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated

Total Rewards Program, competitive pay and benefits package.

Apply today

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.