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 Delivery Assistant Manager
Work Dynamics (Integrated Facilities Management)
ROLE AND RESPONSIBILITIES
OVERALL ROLE
This position is in its nature proactive and focused on the detail, to ensure Workspace 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.
The role oversees the day to day service delivery by the Workspace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workspace 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.
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.
MAJOR RESPONSIBILITIES
Transforming to the Workspace Team of the future
Commitment to deliver the best level of service every time through obsessive level of attention detail
Ensures resets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated reporting to Workspace Experience team to allow for onward sharing with LOBs
Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean Workspace
Ensure there is a highly proactive, responsive, dynamic and agile team
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
Leadership / Staff Management
Actively encourage an environment that supports teamwork, co-operation, service and 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
Functional operational control to deliver excellence every time
Implement service tasks, procedures and policies and measure performance
Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
Understand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
Provide comprehensive Workspace management for the office premises
Implement and manage the change control process
Resolve user's complaints and concerns with solutions and follow up
Be able to resolve problems or improve operations
Implementation of service task, procedures and policies
Prepare risk assessments for self-delivery
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
Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
Coordinate, manage and oversee vendors to perform a wide range of Workspace-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 Client's Property Services SharePoint
When necessary raise risks to Workspace Experience 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
Resets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated communication/ information to Workspace Experience team to allow for onward sharing with LOBs
Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean Workspace.
Responsible for facility inspections on tool as per agreed format.
Support extended for Budget forecasting and preparation as and when required.
Proactive audit of stock levels and raise purchase requisition as per approved budget.
Proactively check on C&I works to be done at site and accordingly take approvals to conduct the works.
Audit and closure of Open PO's.
Extended support in MMR and weekly deck preparation.
Regular audit and ensure closure of Service tickets adhering to timelines.
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
Experience of 4 + years in hospitality/facility management
An added benefit would be a Bachelor's degree in facilities management, building, business or other related field; however, this is not a must.
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
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
Detail focussed 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
KEY STAKEHOLDERS
Management Staff
Client Representatives
Client Occupants / End-users
Vendor Staff
DIRECT REPORTS
Workplace Delivery Coordinators
INDIRECT REPORTS
TBC
REPORTING TO
Workspace Delivery Manager
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 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.
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.
