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Deputy Workplace Experience Lead

Deputy Workplace Experience Lead

ConfidentialMumbai
30+ days ago
Job description

Overall Role :

  • Responsible for creating a customer-centric experience for occupants and guests within the workspace.
  • Act as the main point of contact for daily workspace needs and provide guidance on workspace-related issues.
  • Interface with the JPMC Global Real Estate (GRE) team regarding workspace activities at the site level.
  • Drive consistent implementation and delivery of workspace services through nudge behaviors.
  • Provide expert advice on space needs and options in alignment with workspace standards.

Major Responsibilities :

Transforming the Workspace Team :

  • Create occupant delight through hospitality-oriented communication.
  • Serve as a trusted point of contact for workspace-related inquiries.
  • Possess in-depth knowledge of the workspace and surrounding areas.
  • Respond to issues and adjust the space as needed for optimal functionality.
  • Act as a basic counsel regarding space needs and changes.
  • Foster proactive, dynamic, and agile team engagement.
  • Build and maintain relationships with client business units and the neighborhood community.
  • Escalate issues to management and continuously improve service delivery based on feedback.

    • Client / Stakeholder Management :

  • Assist workspace experience manager in developing and managing client relationships.
  • Ensure that service levels meet or exceed expectations and Key Performance Indicators (KPIs).
  • Collect and act on feedback from end-users to improve service quality.
  • Regularly report any concerns or recurring patterns in feedback to the workspace experience manager.

    • Leadership / Staff Management :

  • Encourage teamwork, performance excellence, and personal success.
  • Proactively manage and develop the team through performance assessments, training, and workload management.
  • Develop a succession plan for key team members and on-site vendors.

    • Operations Management :

  • Establish and maintain proactive relationships with clients to ensure high-quality service delivery.
  • Ensure all service requests are handled within SLAs and KPIs.
  • Periodically review reports and feedback to identify trends and make improvements.
  • Plan and execute employee engagement events aligned with client expectations.
  • Address facilities issues promptly and escalate when necessary.
  • Conduct floor inspections to ensure cleanliness and maintenance standards are met.
  • Liaise with all departments to ensure timely delivery of services.
  • Ensure operational processes are simplified and accurate for consistent service delivery.
  • Align operations with financial processes and ensure proper financial management.
  • Ensure compliance with health, safety, environment, and risk management policies.

    • Continuous Improvement :

  • Implement client-specific initiatives such as technology rollouts and benchmarking.
  • Conduct data analysis reports when necessary.
  • Oversee office premises and hospitality services.
  • Participate in ad-hoc projects and other duties as assigned.

    • Candidate Specification :

    Ideal Experience :

  • 8+ years of experience in hospitality, hotel, aviation industry, or coworking spaces.
  • Proven track record of initiating and implementing improvement initiatives to create efficiencies.
  • Able to adapt in a fast-paced, changing environment and meet client needs.
  • Strong analytical, organizational, and administration skills.
  • Proficient in MS Office Suite.
  • A Bachelor's degree or equivalent in Hotel Management, Business, or a related field is an added benefit.
  • Excellent verbal and written communication skills.
  • Experience in leading and managing a young millennial team.

    • Critical Competencies for Success :

    Client Focus & Relationship Management :

  • Demonstrates a proactive and professional approach to customer service.
  • Ability to interact with clients at all levels, including senior management.
  • Excellent conflict management skills.

    • People Management and Team Leadership :

  • Ability to lead and train a team effectively, promoting collaboration and open communication.

    • Program Management & Organizational Skills :

  • Excellent planning and organizational skills to prioritize tasks and meet deadlines.
  • Proven ability to manage multiple operational matters on a daily basis.

    • Problem Solving & Strategic Thinking :

  • Ability to handle ambiguity and solve complex problems.
  • Analytical and quantitative approach to problem-solving.
  • Ability to develop long-term solutions for recurring issues.

    • Other Personal Characteristics :

  • A natural communicator who enjoys engaging with diverse teams and stakeholders.
  • Creative, self-motivated, and confident with a strong sense of honesty and trustworthiness.
  • Open-minded, willing to challenge the status quo, and embrace new ideas.
  • Able to work effectively with teams from diverse countries and cultures.

    • If you meet these qualifications and are looking for a dynamic, customer-oriented role with opportunities for professional growth, we encourage you to apply!

    Skills Required

    Employee Engagement, Data Analysis, Financial Management, Client Relationships, Facilities Management

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