Director, Workplace Experience

Director Workplace Experience

Work Dynamics - Integrated Facilities Management

JLL Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.

Job Summary

This position is responsible for the end-to-end Occupant and Guest Experience within the assigned regional portfolio, with a focus on providing outstanding Experience in the Workplace.

With Experience at the core of the gearing of the service delivery, workplace activities needed as human-centric and engagement-focused as possible, with team management, site operations, service contracts, sourcing, procurement, and financial decisions made with this ultimate target of Delight in mind, while maintaining safe working practices throughout all we do.

The role acts as a point of contact for the client Global Real Estate (“GRE”) client team regarding Workplace activities at a site level, and supports account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement, interfacing not only with GRE, but also other service partners such as Security and Dining Services, with Landlords as relevant, along with the lines of business and occupants as the ultimate service recipients.

Job Responsibilities

Transform the Workplace Team of the future

• Develop existing and bring in new talent and capabilities into the Experience Services team
• Introduce technology and digital platforms to enable the Experience Services team to be mobile and present on the occupant floors
• Ensure there is a highly proactive, responsive, dynamic, and agile team

Client/Stakeholder Management (in support of the Country 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 Leadership/ Staff Management
• Actively encourage an environment that supports teamwork, cooperation, performance excellence, and personal success
• Proactively manage the team to deliver surprises and delights
• Develop the team through performance assessments and training, managing staff workload through correct resourcing, and developing a succession plan for key team members and onsite Vendors

Operations Management

• Ensure the delivery of all operational requirements as per the scope of work across the regional portfolio.
• Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems, and consistency
• Support account initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops, and other initiatives as appropriate, through driving implementation and consistency across the Region
• Drive Client-specific initiatives such as technology rollouts, benchmarking, best practices etc.
• Ensure operations are aligned to financial processes and controls are always adhered 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
• Hire, attract, and retain a team of top talented employees and ensure company standards are met
• Generate reports and conduct presentations as per the service delivery requirements and overall account management
• Coordinate churn work and minor project works requested by users
• Resolve user's complaints and concerns with solutions and follow-up
• Review JLL auditing tool suppliers/service providers' performance to ensure contractual obligations are delivered

Ensuring Exceptional Customer Service

• Anticipation and response to the needs and concerns of multiple clients and transform problems into opportunities
• Monitors and manages 3rd party vendor performance related to soft services delivery
• Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact on the Account KPIs)
• Shares plans to take corrective action based on KPI and survey results with client leadership
• Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering, and other ideas that provide service delivery efficiencies
• Perform additional job duties, as requested

Qualifications

• A proven track record of success in the hospitality or facility management industry managing large facility operations
• People management experience
• An added benefit would be a bachelor’s degree in hospitality, facilities management, building, business, or other related fields; however, this is not necessary.
• Excellent verbal and written communication skills as well as presentation skills
• Able to adapt to a fast-paced working environment and versatile in meeting client-changing needs and requirements
• Strong analytical, organization, and administration skills