Workplace Ambassador - Hiring Urgently

Workplace Ambassador

Integrated Facilities Management

Client: Investment Bank

MAJOR RESPONSIBILITIES

Transforming to the Workplace Team of the future

• Creates Occupant Delight
• Has a natural hospitality-orientated communications acumen
• Embedded “Go To” trusted Workplace partner fostering all-level relationships
• Understands business traits/ cadence/ needs
• Deep Workplace & Surrounding area knowledge
• Shares observations regarding any misalignment to nudge behaviours (incl. data from Workplace Delivery team)
• Single Point of Contact for issues resolution & workplace change within space
• Problem solves & Resets space on the fly
• Acts as basic “counsel” regarding space needs/options as per Workplace Standards
• Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
• Develop an active and visible Workplace 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
• Responsible for managing Repair & Maintenance services, materials, equipment’s and fixtures
• Monitor service providers performance to ensure contractual obligations are met and exceeded
• Liaise between dining team & facilities for event setup logistics
• Liaise between vendors and users for scheduling work date for managing client's expectations
• Ensure scheduled / ad hoc maintenance work is completed with quality
• 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 dining 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 Workplace 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 Workplace 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 Workplace Location Lead for further investigation
• Embedded “Go To” trusted Workplace 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 & workplace change within space
• Conduct data analysis report when necessary
• Be the JLL face of ‘WE’ program in the workplace and within the team
• Acts as basic “counsel” regarding space needs/options as per Workplace 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
• Responsible for managing Repair & Maintenance services, materials, equipment’s and fixtures
• Oversee office premises and delivery of hospitality services for users
• Provide administrative support of issuing work order to vendors
• Coordinate with vendors to ensure facilities services are delivered on a timely manner
• Liaise between dining 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

Ideal Experience

• Excellent verbal and written communication 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
• An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.
• 3 - 5 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 effectively communicate and interact with all levels of people
• Fluent in English (verbal and written) Strong PC literacy and proficiency in MS Office applications