Sr. Workplace Experience Manager
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What this job involves:
Sr. Workplace Experience Manager will be responsible for managing all aspects of the facility management service delivery system in ; primarily Asset Management and Operations. In this capacity, the Workplace Experience Manager is accountable for the achievement of the Management Plan and all key performance indicators including responsibility for managing the capital and expense budgets, short and long-term regional projects, operations and maintenance, interface with senior managers in client facility team and business units, coordination with other key managers within alliance partner organizations and customer satisfaction. Also, supporting the Regional Head for the smooth operation.
Responsibilities
Facility Operations
To ensure Facility Maintenance and Upkeep on an ongoing activityTo act as a single point of contact for the designated facility for all FM escalations.Ensure Upkeep Schedule and Execution as per the schedulesDirection of daily/Weekly work at site to the staffEnsure Cafeteria Management related to hygiene and food safetyFollow Building Inspection Plan as per the processGovern Daily Walk around and Snag ClosuresManage Engineering Operations as per the defined SOW's and SOPs and to ensure 100% uptime of all equipment's present in the facilityEnsure Environment, Health and Safety practicesManaging Client/VVIP Visits and WalkthroughsManaging Govt. Official VisitorsDelivering and adhering to the agreed KPI and SLAsEnsure Incidents are managed and communicated as per the escalation matrixTo Ensure Builders Co-ordination on their deliverablesTo ensure Preventive and Breakdown Maintenance (52 Weeks Planner) are adheredAttending to Adhoc Requirements and to assist operations manager and leads in all F&S related internal audits and business specific external auditsManage IC Requests within the TAT
- Ensure Asset Management - Bonded and Non-bonded
- Ensure Stores Management
- Co-ordination with CP Team on Seat Planning
- Project Movement (Deals) - Co-ordination
- Supervision of Functional Areas - Reception, Helpdesk, Mailroom, Key room, BMS, Time Office, Cloak Room, Wellness, Gym, Recreation, IRC, Projector Management etc.
- Transport Operations - Co-ordination /Events - Co-ordination /Logistics - Co-ordination
- Govern Scrap and Waste Management
- Conduct R&R Programs
- Follow Business Continuity Management process
- Ensure BGC for Direct and TPV Staff
- Perform Daily/Weekly/Monthly checks
- Ensure Drop Ins and Additional Power Loads are handled as per process
- Use of Technology Tools and Operations
- Co-ordinate - Expansions, Go Lives and Decommissioning
- Fact Finding of abnormalities
- Conduct Facility Risk Assessment and Mitigation
- Perform Facility Access Management - Level 2 and Level 3 areas
- Operational requirement approvals - Photography, space blocking, Bay decoration etc.
- Mailer Communication for all major events/activities. Fire Drill, Shutdown, Food Festivals, Major Breakdowns
- Should have complete knowledge & functionality e.Fit tools (VMT, IMT, Site Ops. Site Inspection tool), BGC and work permit tool.
Facility Reports
- Ensure Daily/Weekly/Monthly Reports are sent as per timelines
- CRM Dash Boards are sent as per timelines
- Fire Drill Reports are sent as per timelines
Service Partner - Vendor Management
- Ensure Vendor Partner Deliverables
- Ensure Monthly Performance Review and Scoring
- Ensure Service Partner Induction and Termination as per process
Estate Management
- Ensure monthly meeting with the builder is conducted to discuss on the issues/concerns followed with closures
- Ensure building services are executed by the builder as agreed in the contract
- Ensure all open points under builder SCOPE is closed with necessary action
- Ensure submission of rental/utility invoices on time by the builder and track for payment process
- Co-ordinate with builder on necessary action during the annual shutdown activity
- Initiation and tracking of ad-hoc special requests / seeking support of RE teams to resolve builder issues
Compliance
- Ensure Building Statutory Compliance
- Ensure CLRA is adhered
- Ensure coordination on Cafeteria Compliance is adhered
Finance and Procurement
- Ensure Office Services, R&M, Capex and Special Budgets are managed effectively
- Ensure Projections are done accurately
- Follow up for the Purchase Orders and timely completion of the work
- Ensure Governance Score and Work Completion within TAT
- Ensure Invoicing is done within the timelines
- Ensure Utilities - Projection to Invoicing are done with the timelines
- Ensure Petty Cash Management is done accurately
- Ensure Non-PO Approvals are managed effectively
Mock Drills
- Ensure Fire Drills are conducted as per the calendar
- Ensure Wellness Mock Drill are conducted as per the schedule
- Ensure CCR Mock Drill are conducted as per the schedule
- Ensure BCP Mock Drill are conducted as per the schedule
Training & Development
- Ensure Direct Staff Training & Development
- Ensure TPV Staff On-boarding and Training
- Ensure Cafe Staff Training and other vendor partners
- Ensure Floor Warden Training prior to Fire Drill
- Ensure TPV Fire Safety Training prior to Fire Drill
Connect Programs
- Ensure Focus Meetings/Bay Connects are conducted as per the calendar
- Ensure Workplace Connects are conducted as per the calendar
- Participate in Workplace Town Halls and provide quality inputs
- Ensure Stake Holder Connects (BU, CRM, SDL,WL Etc)
- Ensure VOC's and CCP Survey Closures
Internal Review Programs
- Ensure Weekly Reviews - Zonal Call/Growth and Consolidation Calls
- Ensure Monthly Management Reviews are conducted as per schedule
- Participate in Ops Reviews and provide quality inputs
- Provide quality inputs for Quarterly Business Reviews
- Provide quality inputs for Half Yearly Business Reviews
Internal & External Audits
- To ensure support to management in ISO certifications by training and implementing ISO down the line.
- Ensure Audit Preparations
- Ensure Audit Participation
- Ensure Audit Observation are closed and CAPA is done
Management Responsibilities
- Provide leadership to the facilities management team
- Demonstrate leadership & responsiveness and creativity
- Understand the FM scope and in consultations with JLL City Manager or facility manager develop specific processes & procedures to reduce cost & improve client satisfaction
- Accomplish at least 95% Key Performance Indicators as agreed with
- Coordinate with City Manager / Operations Manager on the goal setting, performance reviews, and career development plan, HR related issues for facilities management team.
- Assist City Manager in developing & implementing the facilities management account plan for the facility
- Identify training needs for all subordinates
- Nominate team members (Facilities & Engg.) for training conducted internally and JLL corporate team
- Conduct 2 CEM (Critical Environment Management) Audit in a year for other facilities.
- Participate and motivate in process improvement initiatives. Participate in CIWG.
- On time reporting of incidents in the facility.
- More accountable for any issues/escalation in the facility
Knowledge, Skills, And Abilities
- Communication skills
- Planning and organizational skills
- Negotiation skills
- Problem analysis
- Decision-making
- Judgment
- Client service orientation
- Adaptability
- Team work
- Presentation skills
- Computer Knowledge
- Technical knowledge of building services
- Innovative approach at work
Sound like the job you're looking for Before you apply, it's also worth knowing what we are looking for:
Education and experience
- Industry Type : FM Services, Hotel, Projects, Construction
- Overall Experience: 10 12 years
- Industry Experience: 8 10 years
- Technical Skills: Building Services
- Generic Skills : Leadership, Communication, Vendor/people management
Behaviors :
Teamwork, Learning attitude & Positive thinking
