Resource Booking Regional Administrator

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 HSBCs 41m square foot portfolio spanning 45 countries in 3 Regions (Americas, APAC and EMEA). The HSBC contract represents JLLs 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.

Its 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 its 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

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