Deputy Workplace Experience Lead

ROLE AND RESPONSIBILITIES
OVERALL ROLEThis 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 futureCreates Occupant DelightHas a natural hospitality-orientated communications acumenEmbedded Go To trusted Workspace partner fostering all-level relationshipsUnderstands business traits/ cadence/ needsDeep Workspace & Surrounding area knowledgeShares observations regarding any misalignment to nudge behaviours (incl. data fromWorkspace Delivery team)Single Point of Contact for issues resolution & Workspace change within the premisesProblem solves & Resets space on the flyActs as basic counsel regarding space needs/options as per Workspace StandardsBe part of a highly proactive, responsive, dynamic and agile teamEstablish direct relationship with the client business units and their neighbourhoodcommunity, understand their issues, display confidence and satisfy needs andrequirements of all requestsEscalate facilities issues to management team when necessaryConsolidate feedback to management team regularly for ongoing improvementimplementationParticipate in ad-hoc projects when requiredClient/Stakeholder ManagementAssist workspace experience manager in Pro-actively developing and managing Clientrelationships ensuring that expected service levels are 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 feedbackActively recover feedback from the end userReport any concerns or patterns in employee feedback periodically to workspaceexperience managerLeadership Staff ManagementActively encourage an environment that supports teamwork, co-operation, performanceexcellence and personal successProactively manage the team to deliver DelightDevelop the team through performance assessments and training, managing staffworkload through correct resourcing and developing a succession plan for key teammembers and on-site VendorsOperations ManagementMust be customer focused and be proactive in establishing customer relationshipsResponsible and accountable for all service requestEnsure service deliverables are met with SLA and KPIPeriodically review all reports and feedback to identify trends and bring changesRespond and close all service tickets and feedbacks within defined SLAPlan and execute employee engagement events in line with client expectationsCommunicate with users by consolidating feedback to ensure expectations are achievedEscalate facilities issues to management team when necessaryHave periodic connects with all point of contact of different business to understand theirperspective of serviceWork with all related parties on timely delivery of all servicesTo undertake continuous floor inspections ensure cleanliness and maintenance is correctEstablish direct relationship with the client business units and their neighbourhoodcommunity, understand their issues, display confidence and satisfy needs andrequirements of all requestsContinuous Improvement implementationConduct data analysis report when necessaryEnsure 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 consistencyDrive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.Ensure operations are aligned to financial processes and controls are adhered to at alltimes to 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 timeOversee office premises and delivery of hospitality services for usersParticipate in ad-hoc projects when requiredCANDIDATE SPECIFICATION: KEY SELECTION CRITERIAIdeal ExperienceExperience of 8 + years in hospitality hotel & aviation Industry Coworking spacesProven ability to initiate and follow with improvement initiatives, create opportunities forefficiencies and process amendmentsAble to adapt in a fast-paced working environment and versatile in meeting client changingneeds and requirementsStrong analytical, organization and administration skillsProficient in MS Office suiteAn added benefit would be a Bachelors degree/ Degree in Hotel Management, businessor other related field;Excellent communication verbal and written.Experience of leading a young millennial teamCritical Competencies for Success (with corresponding I am JLL behaviors')Client Focus & Relationship Management I Value my CustomersDemonstrates proactive & professional approach to customer service and stakeholderengagementHas a natural hospitality-orientated communications acumenAbility to interact with a wide range of client staff, including senior levelsAbility to manage conflict and balance between client and firm requirementsHas a customer service oriented attitudePeople Management and Team Leadership I am a Team PlayerAbility to lead team effectively, train them well and promote open, constructive andcollaborative relationships at all levelsProgram Management & Organizational Skills I am ProactiveExcellent planning & organizational skills to prioritize work and meet tight deadlinesProven ability to manage multiple and complex operational matters on a daily basisProblem Solving & Strategic Thinking I am InnovativeCapacity to deal with ambiguity and solve complex problems effectivelyAnalytical, proven ability to solve problems using a quantitative approachProven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics
Natural communicator who enjoys engaging at all levelsCreative mindsetSelf-motivated and confidentExhibits honesty & trustworthinessOpen to new ideas & willing to challenge status quoWorks well with diverse teams from various countries/culturesKEY STAKEHOLDERSManagement StaffClient RepresentativesClient Occupants End-users