JLL supports the Whole You, personally and professionally.
Job Responsibilities
Transform to the Workplace Team of the future
Develop existing and bring in new talent and capabilities into the Experience Services team
Introduce technology and digital platforms to enable the Experience Services team to be mobile and present on the occupant floors
Ensure there is a highly proactive, responsive, dynamic, and agile team Client/Stakeholder Management (in support of the Country lead)
Pro-actively develop and manage 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 Leadership/ Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Proactively manage the team to deliver surprise and delights
Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and onsite Vendors
Operations Management
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
Support account initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
Drive Client specific initiatives such technology rollouts, 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
Hire, attract and retain a team of top talented employees and to ensure company standards are met
Generate reports and conduct presentations as per the service delivery requirements and overall account management
Coordinate churn work and minor project works requested by users
Resolve user's complaints and concerns with solutions and follow up
Review JLL auding tool suppliers/service providers performance to ensure contractual obligations are delivered
Ensuring Exceptional Customer Service
Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities
Monitors and manages 3rd party vendor performance related to soft services delivery
Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI's)
Shares plans to take corrective action based on KPI and survey results with client leadership
Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies
Perform additional job duties, as requested
**Qualifications**:
A minimum of 5 years in hospitality or facility management industry managing large facility operations
2 years experiencie in Change Management is a must
An added benefit would be a bachelor's degree in hospitality, facilities management, building, business, or other related field; however, this is not a must.
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
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.