Workplace Experience Enabler Manager

Major Responsibilities

Transforming to the Workplace Team of the future

• Creates Occupant Delight
• 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 the premises
• Problem solves & Resets space on the fly
• Develop an active and visible team of Workspace Experience Enablers
• Be part of a highly proactive, responsive, dynamic and agile team
• Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
• Liaise between amenities team & facilities for event setup logistics
• Engage floor user by using data analysis
• 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 own my floor/s and take personal responsibility for everyone and everything on my floor/s
• If something needs repairing, I arrange it with my colleagues in Workplace Delivery/Technical Services and ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out
• I work with Amenities Services team when there are event host on my floor to ensure the venue is clean and tidy before/after event
• By observing behavior of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment
  
  

• Assist Site 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
  
  

• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
• Proactively manage the team to deliver the best workplace experience
• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members.
  
  

• 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
• Work with all related parties on timely delivery of all services
• Be responsible for all clients within designated area
• Problem solves & Resets space on the fly
• When necessary raise risks to Workspace Site Lead for further investigation
• Embedded “Go To” trusted Workplace partner fostering all-level relationships
• To undertake continuous floor inspections ensure cleanliness and maintenance is correct
• Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
• Continuous Improvement implementation
• Single Point of Contact for issues resolution & workplace change within space
• Conduct data analysis report when necessary
• Be the JLL face of ‘WE’ program in the workplace and within the team
• Acts as basic “counsel” regarding space needs/options as per Workplace Standards
• 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
• Generate reports and conduct presentations as needed
• Handling helpdesk service request from users via telephone or email correspondence
• Coordinate with Workplace Delivery/Technical team to ensure Repair & Maintenance services, materials, equipment’s and fixtures is attended and completed
• Oversee office premises and delivery of hospitality services for users
• Provide administrative support of issuing work order to vendors as and when required
• Liaise between amenities team & facilities for event setup logistics
• Communicate with users by consolidating feedback to ensure expectations are achieved
• Escalate facilities issues to management team when necessary
• Participate in ad-hoc projects when required
• Proactively follow up any survey platform on sites to ensure all requests/complaints are being addressed in a timely manner
  
  

• 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/ Degree in Hotel Management, business or other related field; or facilities management background
• Excellent communication verbal and written
• 3 – 5 years’ experience - in hospitality or facilities management
• 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
  
  

• 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
  
  

• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels
  
  

• Excellent planning & organizational skills to prioritize work and meet tight deadlines
• Proven ability to manage multiple and complex operational matters on a daily basis
  
  

• 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
  
  

• 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