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Assistant Workplace Delivery Manager
Corporate Solutions
What this job involves:
Overall Role
This position is in its nature proactive and focused on the detail, to ensure workplace services 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 the Workplace Experience 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 such as Security and Dining Services, with Landlords as relevant, to deliver on consistency of service to Occupants and Guests.
Transforming to the Workplace Team of the future
Commitment to deliver the best level of service every time through obsessive level of attention detail
Ensures resets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated reporting to Workplace Experience team to allow for onward sharing with LOBs
Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workplace
Ensure there is a highly proactive, responsive, dynamic and agile team
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
Leadership / Staff Management
Actively encourage an environment that supports teamwork, co-operation, service and 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
Functional operational control to deliver excellence every time
Implement service tasks, procedures and policies and measure performance
Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
Understand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
Provide comprehensive workplace management for the office premises
Implement and manage the change control process
Resolve user's complaints and concerns with solutions and follow up
Be able to resolve problems or improve operations
Implementation of service task, procedures and policies
Prepare risk assessments for self-delivery
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
Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
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 Workplace Experience 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
Resets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated reporting to Workplace Experience team to allow for onward sharing with LOBs
Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workplace
Sound like you? To apply you need to have:
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 3 years in the facility management industry/hospitality industry
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
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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