Workplace Management Lead

About JLL & JLL Work Dynamics

We’re JLL. We’re a professional services and investment management firm specializing in real estate. As a Fortune 500 company, we help real estate owners, occupiers and investors achieve their business ambitions.

JLL Work Dynamics serve an integral role in JLL’s commercial real estate businesses. We are a proven, trusted and long-term real estate service partner for 70+ global, regional, and local clients, and pride ourselves in delivering excellent facilities management services.

If you’re looking to step up your career in the field of Facilities Management, Customer Service, and Hospitality, JLL is the perfect professional home. With us, not only you’ll have a chance to work with the world’s leading businesses, but also make long-lasting professional connections and be inspired by the best. With our industry leading internal mobility policy and flexible career development program, we’re focused on opportunity and want to help you make the most of yours.

Achieve your ambitions - join us at JLL!

About the Client

American multinational technology company which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. With high focus to create a workplace that is inclusive and reflects the diversity of the cities they serve—where everyone can be their authentic self, and where that authenticity is celebrated as a strength. By creating an environment where people from every background can thrive to make a better company - for employees and customers.

The candidate will be experienced in providing outstanding services in support of Soft Services, Mail Room and Event Management, proactively leading, monitoring and managing onsite Client account activities.  Effective in managing direct and indirect reports, you will guide individuals to support Client operational requirements.  Part of a diverse and multi-talented team, you will be a role model of integrity and accountability while maintaining a sense of fun in a fast-paced environment. Authenticity and a genuine desire to deliver professional, value-focused services exceeding Client expectations will drive your success.

MAJOR RESPONSIBILITIES

• Oversee a team of staff and contractors to delivery services for the assigned sites to ensure site engineering and facility management services and programs are delivered in accordance with contract specifications as agreed with the client

• Vendor management including implementing access control and security protocols and procedures for all sub-contractors delivering the services

• Ensure vendors are licensed, insured, inducted and adhere to the Assigned Site’s access and security controls delivering contractual services on time, within budget, safely.

• Monitor the Contract performance measures (KPI/SLA) and ensure they are maintained at all times

• Undertaking planned property inspections for all sites

• Recommend continuous quality improvement practices and implement Best Practice operations

• Review existing operations regularly to reduce costs and improve operational standards

• Provide proactive assistance with any 3rd party contractor works to ensure they will not impact on existing infrastructure / building services 

• Assume overall responsibility for site budgets, accounting and finance, contract services, purchasing of material, equipment & supplies and occupancy services

• Partner with account management team and client to develop, implement and maintain disaster recovery and business continuity plan

• Ensure for vendor to provide 24/7 emergency call support and site attendance

• Promote high level of satisfaction among Purchaser users by promptly responding to their service requirements. Assure prompt response by other team members and selected Third Party Providers.

• Demonstrate leadership, give direction and mentor the Supplier team on site to promote engagement and Excellency in customer service and delivery.

• Ensure compliance with Supplier and Purchaser best practice, policies and procedures including statutory compliance, Quality and EHS compliance.

• Acts as go-to person in relation to all facilities/project/fit out/crisis management activities on site ensuring timely solutions and identification and removal of potential roadblocks.

• Develop a close working relationship with Purchaser Key Stakeholders, Landlord, Managing Agents and all of the FM vendors to ensure that they fully understand the Purchaser culture and become partners in delivering a high quality service.

• Address minor technical repairs and is first point of contact relating to all building issues including out of hours escalations.

• Responsibility for Health & Safety during events, including contractor supervision, reviewing of H&S documentation and working closely with the Health & Safety Manager.

• Monitor and ensures office housekeeping and cleanliness is delivered to highest standards.

• Proactively manage spend and budget locally in line with Supplier policies and procedures including the processing of PO’s, invoices, budgets, service charges, rates, rent, insurance and local taxes etc. as applicable.

Client Management

• Develop strong relationship and partnership as the on-site point of contact to ensure needs and expectations are met

• Provide proactive management, engagement and communication with client and stakeholders to ensure Facilities Management services do not impact on operations, site visitations, and events

• Understand contracts with clients, negotiate and build win-win business relationship

People Management

• Understand the service delivery requirements and focus the team toward successful accomplishment of contractual standards and measures

• Create a working environment for functional site teams that promotes collaboration, performance and personal growth

• Provide guidance and oversight to Post Managers to support growth and development, driving performance excellence

• Resolve conflicts amongst team members; provide regular coaching, feedback and recognition

CANDIDATE SPECIFICATION:  KEY SELECTION CRITERIA

Experience

• At least 5-8 years plus experience in facilities management.

• Excellent people skills and ability to interact with a wide range of client and vendor staff.

• Proficient in MS Applications such as Excel, Word and PowerPoint.

The person we need will be:

• Confident, clear and comfortable in communicating with Good presentation skills

• Self-motivated; confident & energetic

• Ability to work across multiple, matrix reporting environments and prioritize activities accordingly

• Ability to effectively deal with stressful situations

• Flexible – able to adapt to rapidly changing situations

• Strongly goal-oriented – able to focus on meeting all performance targets

• Team player – able to cooperate and work well with others to meet targets

Core Competencies

• Work well with key stakeholders and other departments/functions

• Possess the requisite technical skills

• Establish and maintain good relationships with colleagues

• Communicate effectively orally and in writing

• Positive influence to others

• Listen actively

• Team player, motivate and engage with colleagues