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.

Workplace Experience Manager
Corporate Solutions (Integrated Facilities Management)

ROLE AND RESPONSIBILITIES

OVERALL ROLE
This position is responsible for the end-to-end Occupant and Guest Experience within the assigned portfolio, with the focus on providing outstanding Experience in the Workplace. With Experience at the core of the gearing of the service delivery, workplace activities need 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 point of contact for the JPMC 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.

MAJOR RESPONSIBILITIES
Transforming to the Workplace Team of the future
Develop existing and bring in new talent and capabilities into the Workplace Experience Team
Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
Promote, encourage and support an active and visible Workplace Experience Team
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

Client/Stakeholder Management (in support of the Country lead/Site 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, co-operation, performance excellence and personal success
Proactively encourage the team to deliver Delight

Operations Management
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 Hire, attract and retain a team of top talented employees and to ensure company standards are met Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
Resolve user's complaints and concerns with solutions and follow up
Manage Vendor Contract database to ensure they are up to date at all times Manage vendor procurement processes and ensure timely contract execution, negotiation, including preparation of tender documentation and preparation of contracts in accordance with agreed guidelines
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
Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
Resolve user's complaints and concerns with solutions and follow up

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Ideal Experience
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
A minimum of 5 years in the facility management industry/hospitality industry
An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.
Fluent in Cantonese and English

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
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

KEY STAKEHOLDERS
Management Staff
Client Representatives
Client Occupants / End-users
Vendor Staff

DIRECT REPORTS
NA
INDIRECT REPORTS
NA
REPORTING TO
Country Lead / Hong Kong & Taiwan Workplace Experience Cluster Lead
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 JLL—a 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.