Workspace Experience Enabler

Major Responsibilities

Transforming to the Workplace Team of the future

• 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 behaviors (incl. data from Workplace Delivery team)
• Single Point of Contact for issues resolution & workplace change within space
• Acts as basic counsel regarding space needs/options as per Workplace Standards
• 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
• Monitor service providers performance to ensure contractual obligations are met and exceeded
• Liaise between vendors and users for scheduling work date for managing client's expectations
• 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
  
  

I am a Community Ambassador

• I know each person by name, what they do and what community they belong too. If a new person commences I greet them and help them settle into their new working environment
• If something needs repairing, I arrange it with my colleagues in facilities and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out
• I report to the Workspace Experience Lead who ensures I have all the backup I need
• By observing behaviour of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment
  
  

Client/Stakeholder Management (in support of the Workspace 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
• Actively recover feedback from the end user
  
  

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
  
  

Operations Management

• Must be customer focused and be proactive in establishing customer relationships;
• 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; Acts as basic counsel regarding space needs/options as per Workplace Standards
• Single Point of Contact for issues resolution & workplace change within space; Embedded Go To trusted Workplace partner fostering all-level relationships
• Responsible and accountable for all service request; Be responsible for all clients within designated area
• Undertake continuous floor inspections, ensure cleanliness and maintenance is correct
• Handling helpdesk service request from users via telephone/mobile, MS Teams or email correspondence
• Communicate with users by consolidating feedback to ensure expectations are achieved
• Ensure service deliverables are met with SLA and KPI; Work with all related parties on timely delivery of all services
• Coordinate with vendors to ensure facilities services are delivered on a timely manner
• Escalate facilities issues to management team when necessary; Raise risks to Workspace Experience Enabler Lead & Workspace Site Lead further investigation
• Oversee office premises and delivery of hospitality services for users
• Conduct data analysis report when necessary
• Generate reports and conduct presentations as per the service delivery requirements and overall account 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
• Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
• 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
• 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
• Participate in ad-hoc projects when required
  
  

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Ideal Experience

• 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;
• Good communication skills
• 3 – 5 years experience - Hospitality / Flight Attendant / Events Management / Serviced Office
• Must be customer focused and be proactive in establishing customer relationships
• Proven ability to function effectively as part of a team
• Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments
• Ability to effectively communicate and interact with all levels of people
  
  

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