Workplace Experience Manager
Integrated Facilities Management
ROLE AND RESPONSIBILITIES
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.
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
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
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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