AddressWorkplace Experience – Regional Manager
Corporate Solutions (Integrated Facilities Management)
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 of all buildings at City 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 (in support of the Country 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
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
· 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
· A minimum of 10 + years in the facility management industry/hospitality industry managing
large facility operations and should have experience in managing retail/multiple locations.
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 behaviors')
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
DIRECT REPORTS
TBC
INDIRECT REPORTS
TBC
REPORTING TO
Director Operations – Mumbai
Location:
On-site –Thane, MHIf 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!
About JLL –
For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with annual revenue of $20.9 billion and operations in over 80 countries around the world, our more than 103,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAY
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