Workplace Regional Lead
Work Dynamics
This position is in its nature proactive and focused on the detail, to ensure workplace services of the Facility Clusters allocated to this Lead ,are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements works every time, while maintaining safe working practices throughout all we do.
The role oversees the day to day service delivery by the Workplace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with all the team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment. A key aspect of this role is engagement with other service partners to deliver on consistency of service to Occupants and Guests.
Transforming to the Workplace Team of the future
- Commitment to deliver the best level of service every time through obsessive level of attention to detail
- Ensures resets back to agreed format, including owning Clients Clear Deck policy Lost property process as per enactment and associated reporting
- Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workspace
Client/Stakeholder Management (in support of the Site lead)
- Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
- Deliver an exceptional quality of service to the Client, as reflected by Client feedback
Operations Management: Ensure the following in all those Facilitys that is attached to the Region be adhered completely
- To Assist Reporting Manager for the smooth running of operations.
- The Regional Lead will have responsibility for the management of a wide range of issues, from strategic contracts management to input on day-to-day operations. And should be highly familiar with the service structure, including responses to requests for assistance on Facilities Management issues from client staff and arrangements pertaining to all operating expenditures. This position will form a part of the team that will provide a professional, value-focused service aimed at meeting or exceeding the client expectations.
- Ensure that the maintenance services are delivered in line with the contractual commitments and within budgets.
- Define the technical, commercial terms and conditions; define the operational scope and develop tender documents for Annual Maintenance Contracts.
- Conduct competitive tendering exercise and identify suitable specialist subcontractors for the site, carry out comparative analysis and make recommendations to Client on the most appropriate subcontractors.
- Develop Service Level Agreements and assist the JLL procurement department in closing Service Level Agreements between JLL and its vendors.
- Evaluate the team deployed by Vendors on site to ensure correct level and scale of resources.
- Assess Service Levels and Performance Indicators with the Client representative and define the mechanism to assess the performance levels of various subcontractors.
- Assess performance of the subcontractors based on performance assessment criteria as agreed jointly between Client, JLL and its subcontractors.
- Setting annual goals for generating savings in area of such as energy and cost of maintenance operations.
- Ensure compliance of minimum wages acts for payments and statutory compliance through specialist professionals.
- Advise Client on future year maintenance budgets as and when requested for.
- Train team members on all Quality policies & procedures.
- Audit sub-contractors on quality of materials & upkeep of the site.
- Review the performance of JLL staff and conduct performance appraisals from time to time.
- Interface with the JLLs HR department and the Operations Manager and make recommendations for the future trainings given to the site facility management team.
- Review the preventive maintenance register on a monthly basis and update the same to JLL Account Director Manager.
- Liaison with the client Finance team
- Interface with client and Jones Lang LaSalle finance department to raise client billing invoicing and follow up with the client representatives for the payments.
- Develop MIS reports for JLLs management team and necessary client reporting.
- Chair the monthly progress meeting during the absence of operations manager.
- Accurate tracking of spent, and control over budget
- Developing and implementing building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems.
- Inventory Management of all soft services and Maintenance inventory accurately
- Ensure zero down time
- Achieve Client satisfaction as per Client expectations.
- Contribute to the Monthly Management Report to Client.
- Compile and follow-up Landlord issues through Landlord tracker.
- Provide comprehensive workplace management for the office premises
- Track resolution of user's complaints and concerns with solutions and follow up
- Implementation of service task, procedures and policies
- Structured review of risk assessments, mitigation plan
- Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
- Report building incident following with set escalation channels with measures and solutions
- Coordinate, manage and oversee vendors to perform a wide range of workplace-related services
- Ensure service deliverables meet SLAs and KPIs
- Work with all related parties on timely delivery of all services
- Ensuring up to date information on Clients Property Services SharePoint
- When necessary raise risks to reporting manager Site Lead for further investigation
- Continuous Improvement implementation
- Cost saving mind-set that drives value for service as every level
- Conduct data analysis report when necessary
- Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
Sound like you To apply you need to be:
- Excellent verbal and written communication skills as well as presentation skills
- Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
- Strong analytical, organization and administration skills
- A minimum of 6 to 8 years in the facility management industry/hospitality industry with a Bachelors degree
- An added benefit would be a Bachelors degree in facilities management, building, business or other related field; however, this is not a must.
Critical Competencies for Success (with corresponding I am JLL behaviours)
Client Focus & Relationship Management I Value my Customers
- Demonstrates proactive & professional approach to customer service and stakeholder engagement
- Has a natural hospitality-orientated communications acumen
- Ability to interact with a wide range of client staff, including senior levels
- Ability to manage conflict and balance between client and firm requirements
- Has a customer service oriented attitude
Program Management & Organizational Skills I am Proactive
- Excellent planning & organizational skills to prioritize work and meet tight deadlines
- Proven ability to manage multiple and complex operational matters on a daily basis
Problem Solving & Strategic Thinking I am Innovative
- Capacity to deal with ambiguity and solve complex problems effectively
- Analytical, proven ability to solve problems using a quantitative approach
- Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
- Detail focused and proactive in nature
- Self-motivated
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge status quo
- Works well with diverse teams from various countries/cultures
