Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



Workspace Enablement Lead

Work Dynamics



What this job involves:

ROLE AND RESPONSIBILITIES



OVERALL ROLE

This position is responsible for creating "Delight" by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in the Workspace.



This candidate will have a deep understanding of the Workspace and the Surrounding areas and become the single point of contact for daily Workspace needs on the office floors and a counsel to the Guests present.



The role acts as an embedded point of contact for the JPMC Global Real Estate ("GRE") team regarding Workspace activities at a Site level and supports account initiatives by driving consistent implementation and delivery through nudge behaviours.



A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.



MAJOR RESPONSIBILITIES

Transforming to the Workspace Team of the future

Creates Occupant Delight

Has a natural hospitality-orientated communications acumen

Embedded "Go To" trusted Workspace partner fostering all-level relationships

Understands business traits/ cadence/ needs

Deep Workspace & Surrounding area knowledge

Shares observations regarding any misalignment to nudge behaviours (incl. data from Workspace Delivery team)

Single Point of Contact for issues resolution & Workspace change within space

Problem solves & Resets space on the fly

Acts as basic "counsel" regarding space needs/options as per Workspace Standards

Introduce technology and digital platforms to enable Workspace Experience team to be mobile and present on the occupant floors

Develop an active and visible Workspace Experience Team

Be part of a highly proactive, responsive, dynamic and agile team

Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests

Liaise between amenities team & facilities for event setup logistics

Engage floor user by conducting data analysis

Escalate facilities issues to management team when necessary

Consolidate feedback to management team regularly for ongoing improvement implementation

Participate in ad-hoc projects when required



I am a Community Ambassador

I own my floor/s and take personal responsibility for everyone and everything on my floor/s

If the water in the water dispenser is low, I top it up I don't need to call amenities team, I am empowered, I am trained to do some F&B tasks. I am the doer of everything on the floor. If there are coffee marks on pantry table, I clean it by myself immediately and do not need to wait for cleaning lady. I am the doer of everything on the floor

I know each person by name, what they do and what community they belong too. If a new person commences I greet them and help them settle into their new working environment

If something needs repairing, I arrange it with my colleagues in facilities and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out

I am mobile, I do not have a work station, I don't need one as I am always on the floor with my community. I have a tablet to communicate with and log tickets when required

You will mostly find me in the community lounge helping with services with the tea lady, mingling with community members and also ensuring everything is available, cups / glasses etc. are ready for use, and generally everything is clean and tidy

I report to the Workspace Experience Location Lead who ensures I have all the backup I need

I work with amenities team when there are event host on my floor to ensure the venue is clean and tidy before/after event

By observing behaviour of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment



Client/Stakeholder Management (in support of the Workspace Lead)

Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved

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

Actively recover feedback from the end user



Leadership / Staff Management

Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success

Proactively manage the team to deliver Delight

Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors



Operations Management

Must be customer focused and be proactive in establishing customer relationships

Responsible and accountable for all service request

Ensure service deliverables are met with SLA and KPI

Work with all related parties on timely delivery of all services

Be responsible for all clients within designated area

Problem solves & Resets space on the fly

When necessary raise risks to Workspace Location Lead for further investigation

Embedded "Go To" trusted Workspace partner fostering all-level relationships

To undertake continuous floor inspections ensure cleanliness and maintenance is correct

Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests

Continuous Improvement implementation

Single Point of Contact for issues resolution & Workspace change within space

Conduct data analysis report when necessary

Be the JLL face of 'WE' program in the Workspace and within the team

Acts as basic "counsel" regarding space needs/options as per Workspace Standards

Ensure the delivery of all operational requirements as per the client scope of works across site

Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency

Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region

Drive 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 times to achieve good financial management.

Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures

Ensure data integrity of all systems across the Region and perform audits from time to time

Ensure meeting or exceeding SLA/KPI scores

Generate reports and conduct presentations as per the service delivery requirements and overall account management

Handling helpdesk service request from users via telephone or email correspondence

Coordinate with Workspace delivery team to ensure Repair & Maintenance services, materials, equipment's and fixtures is attended and completed

Oversee office premises and delivery of hospitality services for users

Provide administrative support of issuing work order to vendors as and when required

Liaise between amenities team & facilities for event setup logistics

Communicate with users by consolidating feedback to ensure expectations are achieved

Escalate facilities issues to management team when necessary

Participate in ad-hoc projects when required



Sound like you? To apply, you need to be:

Ideal Experience

Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements

Strong analytical, organization and administration skills

An added benefit would be a Bachelor's degree/ Degree in Hotel Management, business or other related field; h

Excellent communication verbal and written 5 - 10 years' experience - Hospitality / Flight Attendant / Events Management / Serviced Office

Must be customer focused and be proactive in establishing customer relationships

Proven ability to function effectively as part of a team

Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments

Ability to stand for long periods of time

Ability to effectively communicate and interact with all levels of people



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

People Management and Team Leadership - 'I am a Team Player'

Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

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

Natural communicator who enjoys engaging at all levels

Self-motivated and confident

Exhibits honesty & trustworthiness

Open to new ideas & willing to challenge status quo

Works well with diverse teams from various countries/cultures



What 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 a fully entrepreneurial and inclusive work environment. If you harbour passion for learning and adapting new technologies, JLL will continuously provide you with platforms to enrich your technical domains. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package. It's no surprise that JLL has been recognized by the Ethisphere Institute as one of the 2019 World's Most Ethical Companies for the 12th consecutive year.



Apply today

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.