Work Dynamics
What this job involves :
About the role
This position is proactive and focused on the details, ensuring that workplace services across the Facility Clusters allocated to this Lead are delivered to a consistently high standard to enhance the Occupant and Guest Experience. The role ensures that all tasks are completed while maintaining safe working practices and adhering to requirements. The Workplace team and vendor partners will be overseen daily to ensure service delivery compliance to SOPs and SLAs. Alignment across the team is crucial to achieve the ultimate target of creating Customer Delight, with agility and adaptable service provision.
A key aspect of this role is the engagement with other service partners to ensure consistency in service delivery to Occupants and Guests.
Transforming to the Workplace Team of the Future
- Commit to delivering the best service every time with an obsessive level of attention to detail
- Ensure resets back to the agreed format, including owning Client's Clear Deck policy, Lost Property process, and associated reporting
- Conduct proactive checks to an agreed schedule, reviewing ping reports after business hours so that Occupants return to a refreshed and clean workspace
- Client / Stakeholder Management (supporting the Site lead)
- Comply with all Client contract requirements and exceed Key Performance Indicators (KPIs)
- Deliver exceptional service quality as reflected by Client feedback
Operations Management
Ensure adherence to the following in all facilities attached to the region :
Assist the Reporting Manager for smooth operationsManage a range of issues, from strategic contract management to daily operations, while maintaining familiarity with service structure, including Facilities Management issuesProvide a professional, value-focused service that meets or exceeds client expectationsEnsure that maintenance services are delivered in line with contractual commitments and within budgetsDefine technical and commercial terms and conditions, operational scope, and develop tender documents for Annual Maintenance ContractsConduct competitive tendering exercises to identify suitable specialist subcontractors for the site, carry out comparative analysis, and make recommendations to the Client on the best subcontractorsDevelop Service Level Agreements (SLAs) and assist the JLL procurement department in closing SLAs between JLL and vendorsEvaluate the vendors' on-site team to ensure the appropriate level of resourcesAssess Service Levels and KPIs with Client representatives and define mechanisms for performance evaluation of subcontractorsSet annual goals for generating savings, including energy and maintenance operationsEnsure compliance with minimum wage laws and statutory requirements through specialist professionalsAdvise the Client on future year maintenance budgets when requestedTrain team members on all quality policies and proceduresAudit subcontractors on material quality and site upkeepReview the performance of JLL staff and conduct performance appraisals periodicallyCollaborate with the HR department and the Operations Manager to recommend future training for the site facility management teamReview the preventive maintenance register on a monthly basis and update the JLL Account Director ManagerLiaison with the Client Finance Team
Interface with the client and JLL finance departments for client billing invoicing and follow-up with client representativesDevelop MIS reports for JLL management and necessary client reportingChair the monthly progress meetings in the absence of the Operations ManagerTrack spending and maintain control over the budgetDevelop and implement building procedures and performance measures to ensure simplified work methods and system reliabilityManage the inventory of all soft services and maintenance equipmentEnsure zero downtime and client satisfaction in line with client expectationsContribute to the Monthly Management Report for the ClientTrack and follow up on landlord issues through the Landlord trackerProvide comprehensive workplace management for office premisesTrack the resolution of user complaints with follow-up solutionsImplement service tasks, procedures, and policiesConduct structured reviews of risk assessments and mitigation plansAssist with critical out-of-hours issues and emergency responsesSkills and Qualifications
Excellent verbal and written communication and presentation skillsAbility to adapt in a fast-paced environment and meet changing client needsStrong analytical, organizational, and administrative skillsA minimum of 6 to 8 years of experience in facility management or the hospitality industryA Bachelor's degree is required (an added benefit would be a degree in facilities management, building, business, or related field, though not a must)Critical Competencies for Success (with corresponding I am JLL behaviours)
Client Focus & Relationship Management - I Value my CustomersDemonstrates a proactive, professional approach to customer service and stakeholder engagementStrong hospitality-oriented communication skillsAbility to manage conflict and balance client and company requirementsCustomer service-oriented attitudeProgram Management & Organizational Skills - I am ProactiveExcellent planning and organizational skills to prioritize work and meet tight deadlinesProven ability to manage multiple and complex operational mattersProblem Solving & Strategic Thinking - I am InnovativeCapacity to handle ambiguity and solve complex problemsAnalytical skills to solve problems using quantitative approachesAbility to look at long-term solutionsOther Personal CharacteristicsDetail-focused and proactive in natureSelf-motivatedHonest and trustworthyOpen to new ideas and willing to challenge the status quoWorks well with diverse teams from various countries / culturesScheduled Weekly Hours :
48
Skills Required
Client Relationship Management, Vendor Management, Facility Management, Budget Control, Operations Management, Problem-solving
