Workplace Experience Enabler Manager

Workplace Experience Enabler Manager page is loaded

Apply remote type On-site locations Taguig, Philippines time type Full time posted on Posted 25 Days Ago job requisition id REQ419085

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

MAJOR RESPONSIBILITIES

• 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
  Client/Stakeholder Management
  • 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
  Leadership / Staff Management
  • 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.
  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
  • 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

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/ 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

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

DIRECT REPORTS

Workspace Experience Enablers

REPORTING TO

Workspace City Lead

Location:

On-site –Taguig, Philippines

If 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