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Role And Responsibilities
OVERALL ROLEThis position is responsible for creating “Delight” by breeding a Customer-Centric Experience forOccupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in theWorkspace.This candidate will have a deep understanding of the Workspace and the Surrounding areas and becomethe single point of contact for daily Workspace needs on the office floors and a counsel to the Guestspresent.The role acts as an embedded point of contact for the Global Real Estate (“GRE”) team regardingWorkspace activities at a Site level and supports account initiatives by driving consistent implementationand delivery through nudge behaviours.A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupantsas 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 the premises
- Problem solves & Resets space on the fly
- Acts as basic “counsel” regarding space needs/options as per Workspace Standards
- 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 andrequirements of all requests
- 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
Client/Stakeholder Management
Assist workspace experience manager in Pro-actively developing and managing Clientrelationships ensuring that expected service levels are achievedComply with all requirements of the Client contract and meet or exceed Key PerformanceIndicators
- Deliver an exceptional quality of service to the Client, as reflected by Client feedback
- Actively recover feedback from the end user
Report any concerns or patterns in employee feedback periodically to workspace
experience managerLeadership / Staff ManagementActively encourage an environment that supports teamwork, co-operation, performanceexcellence 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 teammembers and on-site VendorsOperations 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
- Periodically review all reports and feedback to identify trends and bring changes
- Respond and close all service tickets and feedbacks within defined SLA
- Plan and execute employee engagement events in line with client expectations
- Communicate with users by consolidating feedback to ensure expectations are achieved
- Escalate facilities issues to management team when necessary
Have periodic connects with all point of contact of different business to understand their
perspective of service
- Work with all related parties on timely delivery of all services
- 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 andrequirements of all requests
- Continuous Improvement implementation
- Conduct data analysis report when necessary
Ensure the delivery of all operational requirements as per the client scope of works across
siteDevelop and implement operational procedures and performance measures to ensuresimplification and accuracy of work methods, reliability of systems and consistency
- Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
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 Managementpolicies and procedures
- Ensure data integrity of all systems across the Region and perform audits from time to time
- Oversee office premises and delivery of hospitality services for users
- Participate in ad-hoc projects when required
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
- Experience of 8 + years in hospitality – hotel & aviation Industry / Coworking spaces
Proven ability to initiate and follow with improvement initiatives, create opportunities for
efficiencies and process amendmentsAble to adapt in a fast-paced working environment and versatile in meeting client changingneeds and requirements
- Strong analytical, organization and administration skills
- Proficient in MS Office suite
An added benefit would be a Bachelor’s degree/ Degree in Hotel Management, business
or other related field;
- Excellent communication verbal and written.
- Experience of leading a young millennial team
Critical Competencies for Success (with corresponding ‘I am JLL behaviors')
Client Focus & Relationship Management – ‘I Value my Customers’Demonstrates proactive & professional approach to customer service and stakeholderengagement
- 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 andcollaborative relationships at all levelsProgram Management & Organizational Skills – ‘I am Proactive’
- Excellent planning & organizational skills to prioritize work and meet tight deadlines
- Proven ability to manage multiple and complex operational matters on a daily basis
Problem Solving & Strategic Thinking – ‘I am Innovative’
- Capacity to deal with ambiguity and solve complex problems effectively
- Analytical, proven ability to solve problems using a quantitative approach
- Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
- Natural communicator who enjoys engaging at all levels
- Creative mindset
- Self-motivated and confident
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge status quo
- Works well with diverse teams from various countries/cultures
KEY STAKEHOLDERS
Management StaffClient RepresentativesClient Occupants / End-usersVendor StaffClient:JP Morgan Chase & Company
