Workplace Manager

JLL empowers you to shape a brighter way.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
Job Description
Job Description
The Workplace Manager is responsible for leading the team in forging a lasting, open, and collaborative relationship with clients through the delivery of a unique and authentic experience at the site where he/she is based. Provide and manage a comprehensive and consistent range of services at the sitewith a focus on continuous improvement, operational excellence, safety, and compliance. Create an interesting and impactful client engagement strategy. Build a community of ambassadors and workplace support team to deliver timely and consistent Workplace experience soft services & workplace operationstechnical services. Develop client support and feedback initiatives and lead regular meetings with stakeholders to enhance relationships.JLL is currently reshaping our workplace property service delivery and this roleplays a key part in supporting the operational team on the account to deliverservices that provide leading edge facilities and workplace services that align toJLL’s “The Future of Work” methodology.
Job Responsibilities
Facilities Operations
Manage & oversee site services as part of the scope delivered
Execute experience services in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations
Oversee daily operations, ensuring all services run smoothly. Be accountable for gap analysis and provide proactive solution to achieve service excellence.
Conduct routine walkthroughs and assessments of the soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the Client
Support data collection, analysis and reporting to ensure alignment with the Clients’ goals and objectives
Develop an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile
Implement a Preventive and Planned Maintenance programme to minimise maintenance, repair, and replacement costs together with minimising the risk of equipment failure.
Ensure all technology platform are working as per its intent purpose and analytics are carried on a timely manner to ensure proactive response.
Adopt the account’s new and innovative methods that can support the digitalisation of the workplace through automation, sensors, touchless technology, and new applications
Review operational SOP’s & propose / make changes as part of continuous improvement
Manage minor projects / Churn in the officeoAble to liaise with any local / government agencies as part of operations
Able to liaise with Landlord on building management and contractual services delivered.
Strive to continually improve experience service performance
Achieve and exceed goals including performance goals, team goals and Clients' goals and objectives
Client Manangement
Create an impactful client engagement strategy
Engage with all guests, employees, and key stakeholders
Imbed in the IFM team a culture of empowerment, engagement, and fulfilment
Work with relevant parties on workplace management through data analytics
Develop client support/feedback initiatives e.g. FAQ
Ensure effective communications and reporting to clients on operation matters and Workplace Experience
Evaluate service response time and analyse occupants’ service request trends and suggestions
Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user
Team Management
Team player, motivational leader, work across business unit to establish a collaborative environment.
Identify area of development for his /her staff
Monitor attendance and ensure leave coverage
Drive the site team to meet all key performance indicators as set out inthe Account plan & SLA.
Actively encourage an environment that drive teamwork, co-operation &performance excellence
Act as manager and a coach for the team ensuring high staff morale,trust, and work ethics oEnsure the team is well trained on all facilities policies, procedures, and systems
Ensuring Exceptional Service
Assists with third party vendor relationships and service partners to provide maximum service delivery
Intuitive service delivery, anticipating needs or concerns exceeding Client expectations
Builds meaningful lasting relationships with Client employees and guests, carrying calling and culture cards
Visibly engaged and well known in the workplace
Walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained
Receives and responds to all requests or issues, including a personal follow up to Client employees to ensure questions / requests are answered
Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to Client’s operations occur
Engage in a culture