Deputy Workplace Experience Lead

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 the premises
• Problem solves & Resets space on the fly
• Acts as basic counsel regarding space needs/options as per Workspace Standards
• 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
• 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

Client/Stakeholder Management

• Workspace experience Lead in Pro-actively developing and managing 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
• Report any concerns or patterns in employee feedback periodically to workspace experience manager

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
• Periodically review all reports and feedback to identify trends and bring changes
• Respond and close all service tickets and feedbacks within defined SLA
• Plan and execute employee engagement events in line with client expectations
• Communicate with users by consolidating feedback to ensure expectations are achieved
• Escalate facilities issues to management team when necessary
• Have periodic connects with all point of contact of different business to understand their perspective of service
• Work with all related parties on timely delivery of all services
• 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
• Conduct data analysis report when necessary
• 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
• 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
• Oversee office premises and delivery of hospitality services for users
• Participate in ad-hoc projects when required

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience

• Experience of 8 + years in hospitality hotel & aviation Industry Coworking spaces
• Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills
• Proficient in MS Office suite
• An added benefit would be a Bachelors degree/ Degree in Hotel Management, business or other related field;
• Excellent communication verbal and written.
• Experience of leading a young millennial team

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
• Creative mindset
• 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