Deputy Workplace Experience Lead

ROLE AND RESPONSIBILITIES 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 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 knowledgeShares 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 neighbourhoodcommunity, 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 improvementimplementation 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 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.

Report any concerns or patterns in employee feedback periodically to workspace experience manager

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 staffworkload through correct resourcing and developing a succession plan for key teammembers 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 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 theirperspective 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 acrosssite

Develop 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 alltimes 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 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 forefficiencies and process amendments

Able 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 Bachelors degree/ Degree in Hotel Management, businessor other related field; Excellent communication verbal and written. Experience of leading a young millennial teamCritical 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 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 attitudePeople 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 basisProblem 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 Staff

Client Representatives

Client Occupants / End-users

Vendor Staff.