MAIN RESPONSIBILITIES :
Management of third-party contractors / vendors engaged in operating and maintaining the property and delivery of the following services :
Food, vending and office refreshment services
Specialty / regulated cleaning
Mail and package logistics
Shipping / Receiving
Events and Meetings Services
Municipal Waste and recycling
User / Employee Experience
Other soft services as assigned by the client
FOR THIS ROLE, YOU WILL NEED TO :
Manage and coach team members
Demonstrate strong collaboration and teamwork with your Site team.
Develop and sustain a high-quality well motivated team
Proactively share and reapply all learnings, successes and best practices within your team members
Ensure high staff morale, trust and work ethics
Build and maintain an environment that supports teamwork, co-operation and performance excellence within team
Mentor and enable Training & Development of team members as per their job scope.
Proactively engage stakeholders to ensure that on site client’s expectations are met.
Build and develop effective client / stakeholder relationships across multiple levels of the organisation.
On-site key point of contact for Facilities Soft Services related concerns in the client’s premises
Procurement / Vendor Management
Support the implementation of the EHS management system by the following : (1) develop vendors management program that incorporates EHS;
and (2) ensure subcontractors submit the necessary data to compile EHS related KPI’s as required by the customer.
Proactively partner with key vendors. Effectively implement vendor management best practices. Communicate KPI and SLA requirements to them in a timely way.
Engage them in identification of service delivery improvement and savings identification. Develop a deep expertise across all Work Place Services areas.
Identify training opportunities to further develop skills as needed.
Ensure vendors are well-managed, delivering services on time and within budget
Host Monthly Performance Reviews with key Vendors
Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as Jones Lang LaSalle best practice
Conduct vendor assessment as per JLL best practices
Plan and manage all contracts to ensure that they are professionally delivered at the right costs
Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed
Ensure contracts are continually assessed to deliver best value to the client
Meet JLL’s commitment for budget to actual spend to achieve cost savings for your campuses. Complete variance reporting and reforecast to meet the monthly reporting calendar dates.
Review your current operating programs and budgets to assure we are maximizing efficiencies.
Receipt all goods and services in JLL Financial System (Vendor invoice review and qualification, budget performance tracking, Purchase Order preparation, etc.)
Monitor purchase orders to ensure sufficient funds are available to process payments to service partners and vendors
Ensure financial processes are followed / complied at all times
Adhere to Jones Lang LaSalle Code of Ethics
Health & Safety Management
Ensure the provision of a safe working environment
Ensure full compliance with statutory regulations on fire, health and safety standards and client’s requirements / programs.
Site Operation Management
Implement building procedures and performance measures and ensure that they are always maintained.
Ensure all customer facing services are performed in high standard of service level.
Develop strategic improvement plans leveraging industry best practices. Identify and drive savings initiatives in concert with strategic sourcing function.
Meet or Exceed Site KPIs; Monitor SLAs monthly to identify potential off-track areas and plan corrective actions accordingly
Conduct Manage by Walking Around (MBWA) tours. Personally have high level of operational awareness (know what’s going on across all of your service delivery areas).
Proactively communicate issues to your Site Lead, demonstrate operational awareness.
24 / 7 emergency call support and site attendance is required on ad-hoc basis
Network externally to identify best practices that can be shared.
Recommend continuous quality improvement practices and implement Industry Best Practices.
Own site and room profile information in Resource Scheduler and ensure details are up-to-date.
Review existing operations regularly to reduce costs and improve operational standards
Submit quarterly operations report and submit to site management
User / Employee Experience
Passionate about employee experience and drive engagement within the regional and global EX team.
Lead the Front of House Team (Concierge, Receptionists and Helpdesk)
Make recommendation of Green & Smart Ideas, dare to explore.
Provide quality analysis of customer service results and develop effective response plans and implement per the plan
Ensure a property risk management program including audits is implemented and maintained
Ensure disaster recovering and business continuity plans are implemented and maintained
Ensure escalation procedures and incident reporting procedures are implemented and in place
Assist in the development of guidelines and strategies to ensure compliance with Jones Lang LaSalle’s business conduct
Cross support and training on other FM services lines as required.
Achieve Key Performance Indicators and Service Level Agreement targets
Any other task as required to carry out the responsibilities of the role.
5 years experience in IFM, with minimum 3 years of vendor management experience
Required background or training and / or in depth in experience in multiple Workplace Services areas, e.g. Mail, Shipping / Receiving, Janitorial, Meeting Services, Document Services, Waste Management, Landscaping, etc.
Strong client management skills demonstrated skills in managing high level client communications
Ability to multi-task and effectively organize responsibilities to achieve portfolio goals and objectives
Experience managing process and leading change.
Ability to identify, evaluate and then articulate trade-offs, recommendations, and risks associated with changing project requirements and / or reprioritizing projects.
Clear focus under pressure
Good documentation skills and practices
Able to conduct and document investigations. This include identifying root causes and preventive actions.
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If you need a reasonable accommodation because of a disability for any part of the employment process including the online application and / or overall selection process you may email us at Accommodation.
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