JLL empowers you to shape a brighter way.
Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
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 client Global Real Estate (“GRE”) client team regarding
Workplace activities at 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 Amenity 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
- Develop an active and visible Workplace Experience Team
- Ensure there is a highly proactive, responsive, dynamic and agile team
Client/Stakeholder Management
- 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
- 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 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
- A minimum of 10 + years in the facility management industry/hospitality industry managing large facility operations
- Excellent verbal and written communication skills as well as presentation skills
- Any Bachelor’s Degree
- 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.
- Fluent in English
Critical Competencies for Success (with corresponding ‘I am JLL behaviour’s)
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
Landlords
Location:
On-site –New Delhi, DL
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!
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.
Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
