Job Description

JLL empowers you to shape a brighter way.Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate, skilled trades or technology, or youre looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.City LeadWork DynamicsWhat's this job involvesROLE AND RESPONSIBILITIESOVERALL ROLEThis position is responsible for the end-to-end Occupant and Guest Experience within theassigned portfolio, with the focus on providing outstanding Experience in the Workplace. WithExperience at the core of the gearing of the service delivery, workplace activities need ashuman-centric and engagement focused as possible, with team management, site operations,service contracts, sourcing, procurement and financial decisions made with this ultimate target ofDelight in mind, while maintaining safe working practices throughout all we do.The role acts as point of contact for the client Global Real Estate (GRE) client team regardingWorkplace activities of all buildings at City Level and supports account initiatives by driving consistentimplementation and delivery. A key aspect of this role is engagement, interfacing not only withGRE, but also other service partners such as Security and Amenity Services, with Landlords asrelevant, along with the lines of business and occupants as the ultimate service recipients.MAJOR RESPONSIBILITIESTransforming to the Workplace Team of the futureDevelop existing and bring in new talent and capabilities into the Workplace ExperienceTeamIntroduce technology and digital platforms to enable Workplace Experience team to bemobile and present on the occupant floorsDevelop an active and visible Workplace Experience TeamEnsure there is a highly proactive, responsive, dynamic and agile teamClient/Stakeholder Management (in support of the Country lead)Pro-actively develop and manage Client relationships ensuring that expected service levelsare achievedComply with all requirements of the Client contract and meet or exceed Key PerformanceIndicatorsDeliver an exceptional quality of service to the Client, as reflected by Client feedbackLeadership / Staff Management:Actively encourage an environment that supports teamwork, co-operation, performanceexcellence and personal successDevelop the team through performance assessments and training, managing staff workloadthrough correct resourcing and developing a succession plan for key team members and onsiteVendorsOperations Management:Ensure the delivery of all operational requirements as per the client scope of works acrosssiteDevelop and implement operational procedures and performance measures to ensuresimplification and accuracy of work methods, reliability of systems and consistencySupport Regional initiatives such as user experience programs, JLL system roll-outs, regionaltraining programs/workshops and other initiatives as appropriate, through drivingimplementation and consistency across the RegionDrive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.Ensure operations are aligned to financial processes and controls are adhered to at all timesto achieve good financial management.Ensure compliance with JLL and client Health, Safety, Environment and Risk Managementpolicies and proceduresEnsure data integrity of all systems across the Region and perform audits from time to timeEnsure meeting or exceeding SLA/KPI scores Hire, attract and retain a team of top talentedemployees and to ensure company standards are met Review and spot-checksuppliers/service providers performance to ensure contractual obligations are deliveredResolve user's complaints and concerns with solutions and follow upManage Vendor Contract database to ensure they are up to date at all timesManage vendor procurement processes and ensure timely contract execution, negotiation, includingpreparation of tender documentation and preparation of contracts in accordance withagreed guidelinesGenerate reports and conduct presentations as per the service delivery requirements andoverall account managementCoordinate churn work and minor project works requested by usersSupport with critical out-of-hours issues & participate as a key team member in responses toemergency situationsResponsible for monitoring and managing staff performance with criteria set in IndividualPerformance ManagementResolve user's complaints and concerns with solutions and follow upSound like you? To apply you need to have:CANDIDATE SPECIFICATION - KEY SELECTION CRITERIAIdeal Experience\xc2\xb7 Excellent verbal and written communication skills as well as presentation skillsAny Bachelors Degree\xc2\xb7 Able to adapt in a fast-paced working environment and versatile in meeting client changingneeds and requirements\xc2\xb7 Strong analytical, organization and administration skills\xc2\xb7 A minimum of 10 + years in the facility management industry/hospitality industry managinglarge facility operationsAn added benefit would be a Bachelors degree in facilities management, building, businessor other related field; however, this is not a must.Fluent in EnglishCritical Competencies for Success (with corresponding I am JLL behaviors\')Client Focus & Relationship Management - I Value my Customers\xc2\xb7 Demonstrates proactive & professional approach to customer service and stakeholderengagement\xc2\xb7 Has a natural hospitality-orientated communications acumen\xc2\xb7 Ability to interact with a wide range of client staff, including senior levels\xc2\xb7 Ability to manage conflict and balance between client and firm requirements\xc2\xb7 Has a customer service oriented attitudePeople Management and Team Leadership - I am a Team Player\xc2\xb7 Ability to lead team effectively, train them well and promote open, constructive andcollaborative relationships at all levelsProgram Management & Organizational Skills - I am Proactive\xc2\xb7 Excellent planning & organizational skills to prioritize work and meet tight deadlines\xc2\xb7 Proven ability to manage multiple and complex operational matters on a daily basisProblem Solving & Strategic Thinking - I am Innovative\xc2\xb7 Capacity to deal with ambiguity and solve complex problems effectively\xc2\xb7 Analytical, proven ability to solve problems using a quantitative approach\xc2\xb7 Proven ability to employ holistic approaches and looks at long term solutionsOther Personal Characteristics\xc2\xb7 Natural communicator who enjoys engaging at all levels\xc2\xb7 Self-motivated and confident\xc2\xb7 Exhibits honesty & trustworthiness\xc2\xb7 Open to new ideas & willing to challenge status quo\xc2\xb7 Works well with diverse teams from various countries/culturesWhat we can do for you:At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.Apply today!Location:On-site -Mumbai, MHIf this job description resonates with you, we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLLs recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our .For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy .Jones Lang LaSalle (JLL) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our page
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