Workplace Experience Manager
Jones Lang LaSalle, IP, Inc
Singapore
5d ago

Workplace Experience Manager

Integrated Facilities Management

ROLE AND RESPONSIBILITIES

OVERALL ROLE

This position is responsible to provide outstanding Occupant Experience in the Workplace. With Experience at the core of the gearing of the service delivery, workplace activities need as human-

centric and engagement focussed as possible, with team management, site operations, service contracts, sourcing, procurement and financial decisions are made with this ultimate target of Delight in mind.

The role acts as the single point of contact for the client Group Corporate Services ( GCS ) client team regarding Workplace activities, and supports Regional initiatives by driving consistent implementation and delivery.

The key aspect of this role is engagement, interfacing not only with GCS, but also other service partners such as Security and Dining Services, along with the lines of business and occupants as the ultimate service recipients.

Located in Singapore, the incumbent will be the operational lead of the Singapore portfolio.

MAJOR RESPONSIBILITIES

Transforming to the Workplace Team of the future

  • Develop existing and bring in new talent and capabilities into the Workplace Experience Team
  • Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
  • Develop an active and visible Workplace Experience Team
  • Ensure there is a highly proactive, responsive, dynamic and agile team
  • Client / Stakeholder Management (in direct support of the South East Asia Account Director)

  • 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 country leads and Account staff
  • 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

  • Ensure the delivery of all operational requirements as per the client scope of works across cluster
  • Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency across the hub / countries
  • Work with the respective country leads and site teams to address specific operational issues
  • Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs / workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
  • Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
  • Actively work closely with the Finance, Engineering and Hospitality teams to ensure that all site financial operations are meeting or exceeding targets and financial processes as well as controls are adhered to at all times.
  • 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 and monitor SLA / KPI performance across the sub region and support hub / countries to address issues and ensure they are meeting or exceeding target scores
  • Generate reports and conduct presentations as per the service delivery requirements and overall account management.
  • 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 10 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.
  • Experience in Asia Pacific is desired, specifically Singapore or Hong Kong
  • 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

  • Natural communicator who enjoys engaging at all levels
  • Self-motivated and confident
  • 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 realize 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.

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