Cluster Lead

Workplace Cluster Lead

Workplace Dynamics

What this job involves?

Job Description Summary

This position is in its nature proactive and focused on the detail, to ensure workplace services  of the Facility’s allocated to this Lead ,are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements “works every time”, while maintaining safe working practices throughout all we do.
The role oversees the day-to-day service delivery by the Workplace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with  all the team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.
A key aspect of this role is engagement with other service partners to deliver on consistency of service to Occupants and Guests.

• Job Description

Transforming to the Workplace Team of the future

• Commitment to deliver the best level of service every time through obsessive level of attention to detail
• Ensures resets back to agreed format, including owning Client’s Clear Deck policy / Lost property process as per enactment and associated reporting
• Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workspace

Client/Stakeholder Management (in support of the Site lead)

• 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

Operations Management: Ensure the following in all those Facility’s that is attached to this Cluster be adhered completely

• To Assist Reporting Manager for the smooth running of operations.
• Provide daily, Weekly, Monthly Facility report on time
• Accurate tracking of spent, and control over budget
• Routine checks of all systems including Critical Systems, reporting, tracking for closure
• Ensure carrying out all CMMS on the tool on time
• Developing and implementing building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems.
• Inventory Management of all soft services and Maintenance inventory accurately
• Routinely inspect all contracted services to ensure performance measures are being maintained.
• Ensure zero down time
• Achieve Client satisfaction as per Client expectations.
• Plan, organize and arrange internal events for any processes or business including town hall meeting
• Develop contact and coordinate with Security team, GIT/IT, Admin team, Business team.
• Timely inputs to Admin lead for any concerns
• Provide assistance in general administrative activities as and when required.
• Contribute to the Monthly Management Report to Client.
• Compile and follow-up Landlord issues through Landlord tracker.
• Ensure timely invoice submissions
• Provide comprehensive workplace management for the office premises
• Track resolution of user's complaints and concerns with solutions and follow up
• Implementation of service task, procedures and policies
• Structured review of  risk assessments, mitigation plan
• Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
• Report building incident following with set escalation channels with measures and solutions
• Coordinate, manage and oversee vendors to perform a wide range of workplace-related services
• Ensure service deliverables meet SLAs and KPIs
• Work with all related parties on timely delivery of all services
• Ensuring up to date information on Client’s Property Services SharePoint
• When necessary raise risks to reporting manager  / Site Lead for further investigation
• Continuous Improvement implementation
• Cost saving mind-set that drives value for service as every level
• Conduct data analysis report when necessary
• Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations

Sound like you? To apply you need to be:

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 4 to 6  years in the facility management industry/hospitality industry with a Bachelor’s degree
• An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.

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

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

• Detail focused and proactive in nature
• Self-motivated
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Works well with diverse teams from various countries/cultures

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

Apply today!

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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