Building Operations, Facilities Services
6 days ago
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 feedbackLeadership / 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 requirements Has a customer service oriented attitudePeople 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 levelsProgram 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 basisProblem 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 solutionsOther Personal Characteristics
Detail focussed 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/culturesKEY STAKEHOLDERS
Management Staff
Client Representatives
Client Occupants / End-users
Vendor Staff
Engineer
Location:
On-site –Kolkata, WBIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
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