Workplace Experience Manager

Major Responsibilities

Transforming to the Workspace Team of the future

• Creates Occupant Delight
• Has a natural hospitality-orientated communications acumen
• Embedded Go To trusted Workspace partner fostering all-level relationships
• Understands business traits/ cadence/ needs
• Deep Workspace & Surrounding area knowledge
• Shares observations regarding any misalignment to nudge behaviours (incl. data from Workspace Delivery team)
• Single Point of Contact for issues resolution & Workspace change within the premises
• Problem solves & Resets space on the fly
• Acts as basic counsel regarding space needs/options as per Workspace Standards
• 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
• 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

• Workspace experience Lead in Pro-actively developing and managing 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
• Report any concerns or patterns in employee feedback periodically to workspace experience manager

Leadership / Staff Management

• Actively encourage an environment that supports teamwork, co-operation, 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

• Must be customer focused and be proactive in establishing customer relationships
• Responsible and accountable for all service request
• Ensure service deliverables are met with SLA and KPI
• Periodically review all reports and feedback to identify trends and bring changes
• Respond and close all service tickets and feedbacks within defined SLA
• Plan and execute employee engagement events in line with client expectations
• Communicate with users by consolidating feedback to ensure expectations are achieved
• Escalate facilities issues to management team when necessary
• Have periodic connects with all point of contact of different business to understand their perspective of service
• Work with all related parties on timely delivery of all services
• To undertake continuous floor inspections ensure cleanliness and maintenance is correct
• 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
• Continuous Improvement implementation
• Conduct data analysis report when necessary
• 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.
• 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
• Oversee office premises and delivery of hospitality services for users
• Participate in ad-hoc projects when required