Director Soft Services

Job Responsibilities

• Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account
• Establishes challenging, realistic, and obtainable goals to guide operation and performance
• Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL
• Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating the underlying services
• Strives to improve service performance
• Achieves and exceeds goals including performance goals, budget goals, team goals

Leading Experience Team

• Develops and implements customer experience training plan that enables exceptional service delivery across the account globally
• Utilizes interpersonal and communication skills to lead, influence, and encourage others
• Advocates sound financial/business decision making; demonstrates honesty/integrity
• Leads by example
• Encourages and builds mutual trust, respect, and cooperation among team members
• Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days
• Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance
• Ensures that expectations and objectives are clearly communicated
• Establishes and maintains open, collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team

Ensuring Exceptional Customer Service

• Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities
• Monitors and manages 3rd party vendor performance related to soft services delivery
• Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPIs)
• Shares plans to take corrective action based on KPI and survey results with client leadership
• Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies
• Perform additional job duties, as requested

Qualifications

• Bachelors degree
• 10+ years prior experience in Soft Services, Facility Management or Operations and/or knowledge of commercial real estate or hospitality industry, preferred
• Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment
• Track record of initiative, integrity, and good judgement
• Strong analytical/financial aptitude
• Ability to gather data, assess situations and quickly develop solutions
• Highly collaborative with strong interpersonal skills
• Excellent verbal and written communication skills with the ability to communicate professionally
• Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)

Must have qualities:

• Quick decision making
• Self-starter, highly motivated
• Drive to finish activities as and when required.
• Strong willed and confident individual