Job Description
JLL supports the Whole You, personally and professionally.n
nOur 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.n
nAssistant Workplace Delivery Managern
nCorporate Solutionsn
nWhat this job involves:
nOverall Rolen
This position is in its nature proactive and focused on the detail, to ensure workplace services 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.n
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 the Workplace Experience 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.n
A key aspect of this role is engagement with other service partners such as Security and Dining Services, with Landlords as relevant, to deliver on consistency of service to Occupants and Guests.n
nTransforming to the Workplace Team of the futuren
Commitment to deliver the best level of service every time through obsessive level of attention detailn
nEnsures resets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated reporting to Workplace Experience team to allow for onward sharing with LOBsn
nProactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workplacen
nEnsure there is a highly proactive, responsive, dynamic and agile teamn
nClient/Stakeholder Management (in support of the Site lead)n
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicatorsn
nDeliver an exceptional quality of service to the Client, as reflected by Client feedbackn
nLeadership / Staff Managementn
Actively encourage an environment that supports teamwork, co-operation, service and performance excellence and personal successn
nProactively manage the team to deliver Delightn
nDevelop 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 Vendorsn
nOperations Managementn
Functional operational control to deliver excellence every timen
nImplement service tasks, procedures and policies and measure performancen
nReview and spot-check suppliers/service providers performance to ensure contractual obligations are deliveredn
nUnderstand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and servicesn
nProvide comprehensive workplace management for the office premisesn
nImplement and manage the change control processn
nResolve user's complaints and concerns with solutions and follow upn
nBe able to resolve problems or improve operationsn
nImplementation of service task, procedures and policiesn
nPrepare risk assessments for self-deliveryn
nAssist with critical out-of-hours issues & participate as a key team member in responses to emergency situationsn
nReport building incident following with set escalation channels with measures and solutionsn
nResponsible for monitoring and managing staff performance with criteria set in Individual Performance Managementn
nCoordinate, manage and oversee vendors to perform a wide range of workplace-related servicesn
nEnsure service deliverables meet SLAs and KPIsn
nWork with all related parties on timely delivery of all servicesn
nEnsuring up to date information on Client's Property Services SharePointn
nWhen necessary raise risks to Workplace Experience Site Lead for further investigationn
nContinuous Improvement implementationn
nCost saving mind-set that drives value for service as every leveln
nConduct data analysis report when necessaryn
nSupport with critical out-of-hours issues & participate as a key team member in responses to emergency situationsn
nResets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated reporting to Workplace Experience team to allow for onward sharing with LOBsn
nProactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workplacen
nSound like you To apply you need to have:
nIdeal Experiencen
Excellent verbal and written communication skills as well as presentation skillsn
nAble to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirementsn
nStrong analytical, organization and administration skillsn
nA minimum of 3 years in the facility management industry/hospitality industryn
nFluent in Cantonese and Englishn
nCritical Competencies for Success (with corresponding I am JLL behaviours)n
nClient Focus & Relationship Management I Value my Customers'n
Demonstrates proactive & professional approach to customer service and stakeholder engagementn
nHas a natural hospitality-orientated communications acumenn
nAbility to interact with a wide range of client staff, including senior levelsn
nAbility to manage conflict and balance between client and firm requirementsn
nHas a customer service oriented attituden
nPeople Management and Team Leadership I am a Team Player'n
Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levelsn
nProgram Management & Organizational Skills I am Proactive'n
Excellent planning & organizational skills to prioritize work and meet tight deadlinesn
nProven ability to manage multiple and complex operational matters on a daily basisn
nProblem Solving & Strategic Thinking I am Innovative'n
Capacity to deal with ambiguity and solve complex problems effectivelyn
nAnalytical, proven ability to solve problems using a quantitative approachn
nProven ability to employ holistic approaches and looks at long term solutionsn
nOther Personal Characteristicsn
Detail focused and proactive in naturen
nSelf-motivatedn
nExhibits honesty & trustworthinessn
nOpen to new ideas & willing to challenge status quon
nWorks well with diverse teams from various countries/culturesn
nWhat we can do for you:
nAt 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.n
nApply today!n
nIf 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!n
nPersonalized benefits that support personal well-being and growth:n
nJLL 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.n
nAbout JLL n
nWe're JLLa 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.n
nOur 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.n
nCreating 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.
