Professional, Facilities Management

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Workplace Experience Lead- Work Dynamics
What this job involves: ROLE AND RESPONSIBILITIES
Job Summary
Workplace Experience Lead will be the forefront of driving the workplace experience programs for the account. Would need to drive the workspace experience team to front end all employee engagement activities and be the POC for all employee queries/requests.
OVERALL ROLE
This position is responsible for creating “Delight” by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in the Workspace.
This candidate will have a deep understanding of the Workspace and the Surrounding areas and become the single point of contact for daily Workspace needs on the office floors and a counsel to the Guests present.
The role acts as an embedded point of contact for the IBM Regional & Local Real Estate (“GRE”) team regarding Workspace activities at a Site level and supports account initiatives by driving consistent implementation and delivery through nudge behaviours.
A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.
MAJOR RESPONSIBILITIES
Transforming to the Workspace Team of the future
• Creates Occupant Delight
• Has a natural hospitality-orientated communications acumen
• Embedded “Go To” trusted Workspace partner fostering all-level relationships
• Understands business traits/ cadence/ needs
• Deep Workspace & Surrounding area knowledge
• Shares observations regarding any misalignment to nudge behaviours (incl. data from Workspace Delivery team)
• Single Point of Contact for issues resolution & Workspace change within space
• Problem solves & Resets space on the fly
• Acts as basic “counsel” regarding space needs/options as per Workspace Standards
• Introduce technology and digital platforms to enable Workspace Experience team to be mobile and present on the occupant floors
• Develop an active and visible Workspace Experience Team
• Be part of a highly proactive, responsive, dynamic and agile team
• Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
• Liaise between amenities team & facilities for event setup logistics
• Engage floor user by conducting data analysis
• Escalate facilities issues to management team when necessary
• Consolidate feedback to management team regularly for ongoing improvement implementation
• Participate in ad-hoc projects when required
I am a Community Ambassador
• I own my site and take personal responsibility for everyone and everything on my floor/s
• I know each person by name, what they do and what community they belong too. If a new person commences, I greet them and help them settle into their new working environment
• If something needs repairing, I arrange it with my colleagues in facilities and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out
• I am mobile, I do not have a work station, I don’t need one as I am always on the floor with my community.
• You will mostly find me in the community lounge mingling with community members and also ensuring everything is available, cups / glasses etc. are ready for use, and generally everything is clean and tidy
• I work with amenities team when there are event host on my floor to ensure the venue is clean and tidy before/after event
• By observing behaviour of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment
Client/Stakeholder Management (in support of the Workspace Lead)
• 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
• Actively recover feedback from the end user
Leadership / Staff Management
• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
• Proactively manage the team to deliver Delight
• 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
• Must be customer focused and be proactive in establishing customer relationships
• Responsible and accountable for all service request
• Ensure service deliverables are met with SLA and KPI
• Work with all related parties on timely delivery of all services
• Be responsible for all clients within designated area
• When necessary raise risks to Workspace Location Lead for further investigation
• Embedded “Go To” trusted Workspace partner fostering all-level relationships
• To undertake continuous floor inspections ensure cleanliness and maintenance is correct
• Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
• Continuous Improvement implementation
• Single Point of Contact for issues resolution & Workspace change within space
• Conduct data analysis report when necessary
• Be the JLL face of ‘WE’ program in the Workspace and within the team
• Acts as basic “counsel” regarding space needs/options as per Workspace Standards
• Ensure the delivery of all operational requirements as per the client scope of works across site
• Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
• 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
• Ensure operations are aligned to financial processes and controls are adhered to at all times to achieve good financial management.
• 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
• Generate reports and conduct presentations as per the service delivery requirements and overall account management
• Handling helpdesk service request from users via telephone or email correspondence
• Oversee office premises and delivery of hospitality services for users
• Provide administrative support of issuing work order to vendors as and when required
• Liaise between amenities team & facilities for event setup logistics
• Communicate with users by consolidating feedback to ensure expectations are achieved
• Participate in ad-hoc projects when required
Sound like you? To apply, you need to be:
Ideal Experience
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills
• An added benefit would be a Bachelor’s degree/ Degree in Hotel Management, business or other related field;
• Excellent communication verbal and written 5 – 10 years’ experience - Hospitality / Flight Attendant / Events Management / Serviced Office
• Must be customer focused and be proactive in establishing customer relationships
• Proven ability to function effectively as part of a team
• Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments
• Ability to stand for long periods of time
• Ability to effectively communicate and interact with all levels of people
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’
• Excel