Workplace Experience Manager/Lead

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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Summary:

Workplace Experience Manager/ Lead duties and responsibilities include working closely with the hard services engineering manager. Leading a team of Workplace Ambassador, Event Ambassador, Helpdesk/Security Admin and soft services vendors to manage the workplace day-to-day operations, functional services of the facilities and ensure that all workplace experience functions and soft services are covered. You will strive for continuous improvement in the process.

In addition, you will help mitigate risks by taking part in emergency evacuation procedures, and handling crisis management and business continuity plans. You will also be on top of health and safety issues that may arise, and actively participate in reviewing them.

The responsibilities will include site budgets, accounting and finance, maintenance and operations, contract services, purchasing of material, equipment & supplies, occupancy services and helpdesk.

Also, part of your mandate is to monitor the facilities infrastructure, vendor’s performance and processes comply with standards. Direct report to the Senior Facilities Manager.

As an expert in the field, you must be flexible in taking other responsibilities aside from your core tasks. Likewise, you’ll be working side-by-side with both engineering team in handling our contractors. Ensuring workplace safety is also within your scope. You will actively participate in health and safety reviews and identify potential risks. You will also participate in emergency evacuation procedures as needed.

Responsibilities:

People Managemen t

Demonstrate and ensure to instill a culture in the team that match our ‘I am JLL’ core behaviours and values of being an Expert, Proactive, Innovative, Versatile, Team Player and

valuing the Customer.

• Manage and coach a team of workplace/ event ambassadors and soft services professionals
• Develop and sustain a high-quality well motivated team.
• Ensure high staff morale, trust and work ethics.
• Actively support an environment that supports teamwork, co-operation and performance excellence within team
• Assist in mentoring and enabling Training & Development of team members.

Client/Stakeholder Management

• Deliver excellent customer service to meet on-site client’s expectations.
• Build and develop effective relationships with key stakeholders &/or client and be comfortable working across all levels
• Monitor procedures to ensure client’s expectations are conveyed and worked upon.
• Liaise regularly with client and client landlord to discuss and report on facility management issues
• Manage Performance Indicators (KPI) as agreed with the client; Maintain KPI reporting and metrics
• Support client to develop guidelines and strategies to protect health and safety of staff and others, reputation and ensure business continuity with regards to property operations

Site Operations Managemen t

• In-charge and oversee day to day operations of client offices including soft services, event management, helpdesk and security functions
• Liaise with relevant Government Authorities as required
• Prepare and submit comprehensive monthly management reports on Facility management activities
• Manage 3rd party / subcontractor performance and KPI
• Ensure soft services facilities policies and procedures/Site Operation Manual/SOPs (current or newly developed), are implemented and consistently updated, including the training of vendors and FM team on these procedures and compliance to required timing and completion of the relevant reports/documentation
• Timely submission of revisions, additions and/or recommendations on soft services facilities policies and procedures/Site Operation Manual/ SOP to ensure such are current and/or updated bi-annually
• Prepare and submit comprehensive monthly management reports on soft services, event management and helpdesk/ security admin activities
• Implement Industry Best Practice operations
• Assist and monitor to ensure all building procedures and performance measures are always maintained.
• Seek ways to reduce costs and improve operational standards
• 24/7 emergency call support and site attendance are required

Contract Managemen t

• Ensure that all contracts are professionally delivered at the right cost and in line with the Jones Lang LaSalle of Ethics
• Monitor expiry of contracts and initiate re-procurement if needed
• Continually assess contracts to ensure best value delivered to the client

Finance Managemen t

• Ensure that the related financial operations are meeting targets and control requirements
• Assist and monitor financial processes to ensure account payable procedures are always followed
• Manage costs from appropriate client cost-centers, including all budgetary requirements if required

Health & Safety Managemen t

• Implement and manage safety procedures to ensure the provision of a safe working environment for all soft services, event management and helpdesk admin functions
• Ensure compliance with statutory regulations on fire, health and safety standards
• Assist in the implementation and management of a property risk management program.
• Support client implementation of emergency response and business continuity plans
• Follow established escalation procedures and incident reporting procedures

Requirements:

• Minimum 5 years of relevant management experience in facilities management, soft facilities services, hospitality management, or related field.
• Bachelor's Degree, Diploma Holder in Building Services or its equivalent
• Knowledge of vendor management in related services.
• Strong in operational budget management and related financial skills
• Excellent written and communication skills
• Experienced Soft Services with extensive experience in managing cleaning & landscaping, concierge & event coordination, etc
• Demonstrate ability to deal with ambiguity, complaint and solve complex problems effectively
• Strong interpersonal and communication skills to engage at all levels
• Excellent PC skills, proficient in Microsoft Word and Excel
• Interest in continuous improvement and development of new technologies
• Excellent organizational skills required
• Demonstrated integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
• Demonstrate initiative and able to work in a team-based environment with plenty of movement

Location:

If 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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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