Workplace Experience Manager

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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.   

Workplace Experience Manager

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 JPMC 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 behaviors (incl. data from Workspace Delivery team)
• Single Point of Contact for issues resolution & Workspace change within the premises
• Problem solved & 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 relationships with the client business units and their neighborhood 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 the management team regularly for ongoing improvement implementation
• Participate in ad-hoc projects when required
   

Client/Stakeholder Management
 

• Workspace experience Lead 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 feedback 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 connections with all point of contact of different businesses 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 relationships with the client business units and their neighborhood 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 rollouts, benchmarking, best practices etc.
• Ensure operations are aligned to financial processes and controls are always adhered to 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 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 teams 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 & willingness to challenge status quo
• Works well with diverse teams from various countries/cultures

Location:

Scheduled Weekly Hours:

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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