Work Dynamics
What this job involves:
About the role
This position is proactive and focused on the details, ensuring that workplace services across the Facility Clusters allocated to this Lead are delivered to a consistently high standard to enhance the Occupant and Guest Experience. The role ensures that all tasks are completed while maintaining safe working practices and adhering to requirements. The Workplace team and vendor partners will be overseen daily to ensure service delivery compliance to SOPs and SLAs. Alignment across the team is crucial to achieve the ultimate target of creating Customer Delight, with agility and adaptable service provision.
A key aspect of this role is the engagement with other service partners to ensure consistency in service delivery to Occupants and Guests.
Transforming to the Workplace Team of the Future
- Commit to delivering the best service every time with an obsessive level of attention to detail
- Ensure resets back to the agreed format, including owning Client's Clear Deck policy, Lost Property process, and associated reporting
- Conduct proactive checks to an agreed schedule, reviewing ping reports after business hours so that Occupants return to a refreshed and clean workspace
- Client/Stakeholder Management (supporting the Site lead)
- Comply with all Client contract requirements and exceed Key Performance Indicators (KPIs)
- Deliver exceptional service quality as reflected by Client feedback
Operations Management
Ensure adherence to the following in all facilities attached to the region:
- Assist the Reporting Manager for smooth operations
- Manage a range of issues, from strategic contract management to daily operations, while maintaining familiarity with service structure, including Facilities Management issues
- Provide a professional, value-focused service that meets or exceeds client expectations
- Ensure that maintenance services are delivered in line with contractual commitments and within budgets
- Define technical and commercial terms and conditions, operational scope, and develop tender documents for Annual Maintenance Contracts
- Conduct competitive tendering exercises to identify suitable specialist subcontractors for the site, carry out comparative analysis, and make recommendations to the Client on the best subcontractors
- Develop Service Level Agreements (SLAs) and assist the JLL procurement department in closing SLAs between JLL and vendors
- Evaluate the vendors on-site team to ensure the appropriate level of resources
- Assess Service Levels and KPIs with Client representatives and define mechanisms for performance evaluation of subcontractors
- Set annual goals for generating savings, including energy and maintenance operations
- Ensure compliance with minimum wage laws and statutory requirements through specialist professionals
- Advise the Client on future year maintenance budgets when requested
- Train team members on all quality policies and procedures
- Audit subcontractors on material quality and site upkeep
- Review the performance of JLL staff and conduct performance appraisals periodically
- Collaborate with the HR department and the Operations Manager to recommend future training for the site facility management team
- Review the preventive maintenance register on a monthly basis and update the JLL Account Director Manager
Liaison with the Client Finance Team
- Interface with the client and JLL finance departments for client billing invoicing and follow-up with client representatives
- Develop MIS reports for JLL management and necessary client reporting
- Chair the monthly progress meetings in the absence of the Operations Manager
- Track spending and maintain control over the budget
- Develop and implement building procedures and performance measures to ensure simplified work methods and system reliability
- Manage the inventory of all soft services and maintenance equipment
- Ensure zero downtime and client satisfaction in line with client expectations
- Contribute to the Monthly Management Report for the Client
- Track and follow up on landlord issues through the Landlord tracker
- Provide comprehensive workplace management for office premises
- Track the resolution of user complaints with follow-up solutions
- Implement service tasks, procedures, and policies
- Conduct structured reviews of risk assessments and mitigation plans
- Assist with critical out-of-hours issues and emergency responses
Skills and Qualifications
- Excellent verbal and written communication and presentation skills
- Ability to adapt in a fast-paced environment and meet changing client needs
- Strong analytical, organizational, and administrative skills
- A minimum of 6 to 8 years of experience in facility management or the hospitality industry
- A Bachelor's degree is required (an added benefit would be a degree in facilities management, building, business, or related field, though not a must)
Critical Competencies for Success (with corresponding I am JLL behaviours)
Client Focus & Relationship Management - I Value my Customers
- Demonstrates a proactive, professional approach to customer service and stakeholder engagement
- Strong hospitality-oriented communication skills
- Ability to manage conflict and balance client and company requirements
- Customer service-oriented attitude
Program Management & Organizational Skills - I am Proactive
- Excellent planning and organizational skills to prioritize work and meet tight deadlines
- Proven ability to manage multiple and complex operational matters
Problem Solving & Strategic Thinking - I am Innovative
- Capacity to handle ambiguity and solve complex problems
- Analytical skills to solve problems using quantitative approaches
- Ability to look at long-term solutions
Other Personal Characteristics
- Detail-focused and proactive in nature
- Self-motivated
- Honest and trustworthy
- Open to new ideas and willing to challenge the status quo
- Works well with diverse teams from various countries/cultures
Scheduled Weekly Hours:
48
