Job
Description
JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
We are looking for a Regional Asia-Pacific Lead for our HSBC Global Resource Booking Team.
Account overview
Jones Lang LaSalle is engaged to provide IFM services across HSBC’s 41m square foot portfolio spanning 45 countries in 3 Regions (Americas, APAC and EMEA). The HSBC contract represents JLL’s largest facility management assignment in terms of both square feet and fees earned.
The HSBC Resource Booking System is a global solution offered by Corporate Services to support and help internal employees book resources such as meeting rooms, desks and floor-passes, parking spaces, registering visitors and facilitates the provision of meeting room catering requirements. The current global system is provided by an external vendor JCI OpenBlue Employee. The solution provides a web portal, Mapview (for floorplan bookings), an Outlook Plug-in, hardware (panels), a mobile app and integrations to other systems.
It’s an exciting time for Resource Booking with new emerging technologies, workplaces adopting new ways of working and an overarching requirement to deliver the best interfaces and functionality for our internal customers.
Role Purpose
Working closely with a small team of a Global Lead (UK based), Regional Leads (India, UK & US based) and Regional Administrators (Hong Kong SAR and India based), the successful candidate will deliver BAU support in terms of managing a work queue to resolve customer enquiries and keeping the system updated with changes or new requirements.
The candidate will become a system SME, and will replicate and troubleshoot customer issues, raising tickets directly to the vendor where extra support and guidance is needed.
The candidate will take direction from the Regional Leads to deliver workload and projects. They will also support with testing and delivering training to end users.
The ideal candidate will be technically minded, with a strong customer focus.
They will be required to work at pace, to resolve a high number of BAU requests, to deliver system updates in line with Moves & Changes and to support with projects and new initiatives.
Teamwork is essential and it’s important that the candidate can integrate into the existing team to share best practice and knowledge and work with others on the account to strengthen our existing JLL community.
The role will be based in India (in either Bangalore or Hyderabad) and will officially report directly to the Global Lead based in the UK. Although day to day management of tasks and support will be provided by the Regional Lead. There will be flexibility to work from both an office location and from home. Occasional weekend working may be required during system outages or upgrades.
What this job involves:Major responsibilities:
Manage the Resource Booking work queue (via existing Outlook inbox or via a future queue management tool)
Responding to customer enquiries empathetically and professionally within agreed SLAs
Replicate and troubleshoot customer issues and escalate to Tier 2 support (vendor) as needed
Build and amend system resources via Admin modules
Manage user access requests
Panel troubleshooting
Deliver guidance and training to employees
Implement new rollouts/initiatives under Regional Lead direction
Desirable Knowledge & Capabilities:
Technical mindset with the ability to quickly understand the vendor system and engage with the vendor for troubleshooting. Existing knowledge of JCI OpenBlue Employee would be beneficial, but not essential
Ability to capture business requirements and translate them into system solutions
Good communication skills (verbal and written). Responding to customer emails with empathy and professionalism, with the confidence to pick up the phone to the customer to discuss their issue
Experience of delivering training to end users
Proactivity – offering to support other Administrators and Regional Leads – working as a team to deliver
Passionate about providing exceptional and memorable customer experiences at every interaction
Team-building - Key stakeholder, collaborators and RBS Team are geographically dispersed. Ability to create team ethos across virtual teams is critical
Data Accuracy & Reporting – ability to maintain data standards within the system and provide high quality updates (right first time). Ability to understand our data outputs via the JLL Dashboard reports and system reports
Conviction to recommend changes to process and procedures for continuous improvement
Every day is different, and in all these activities, we’d encourage you to show your ingenuity.
Sound like you? To apply you need to be / have / demonstrate:
Minimum 1 year past work experience as a systems administrator or customer experience representative
Logical approach to replicating system issues and testing
Some project management knowledge of gathering requirements, working to timelines or identifying risks
Fluent English. Chinese, Mandarin, French or Spanish would be beneficial, but not essential
Demonstrates diverse and inclusive behaviours
A team player with the ability to engage with colleagues across the Resource Booking Team – delivering output as one team
Inspire trust, adapt, and learn
Basic knowledge of Microsoft Excel, Word and PowerPoint
Ability to respond courteously to customer complaints and escalate to Regional Leads as necessary
Focussed on responding to a high number of customer enquiries
Ability to work autonomously, in virtual teams
Proactively seek work and offer team support during any downtime
Open to learning, to transfer knowledge and expertise to colleagues that enables and empowers them to grow and develop
Able to deliver high-quality work in a timely manner, also under time pressure
Good communicator (written and verbal) – able to effectively communicate to end users, RBS Team, client, and vendor partners
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
