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Job Description

Workplace Regional Lead

Workplace Dynamics

What this job involves?

Job Description Summary

This position is in its nature proactive and focused on the detail, to ensure workplace services of the Facility Cluster’s allocated to this Lead ,are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements “works every time”, while maintaining safe working practices throughout all we do.

The role oversees the day to day service delivery by the Workplace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with  all the team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.

A key aspect of this role is engagement with other service partners to deliver on consistency of service to Occupants and Guests.

Transforming to the Workplace Team of the future

Commitment to deliver the best level of service every time through obsessive level of attention to detail

Ensures resets back to agreed format, including owning Client’s  Clear Deck policy / Lost property process as per enactment and associated reporting

Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workspace

Client/Stakeholder Management (in support of the Site lead)

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

Operations Management: Ensure the following in all those Facility’s that is attached to the Region be adhered completely

To Assist Reporting Manager for the smooth running of operations.

The Regional Lead will have responsibility for the management of a wide range of issues, from strategic contracts management to input on day-to-day operations. And should  be highly familiar with the service structure, including responses to requests for assistance on Facilities Management issues from client staff and arrangements pertaining to all operating expenditures. This position will form a part of the team that will provide a professional, value-focused service aimed at meeting or exceeding the client expectations.

Ensure that the maintenance services are delivered in line with the contractual commitments and within budgets.

Define the technical, commercial terms and conditions; define the operational scope and develop tender documents for Annual Maintenance Contracts.

Conduct competitive tendering exercise and identify suitable specialist subcontractors for the site, carry out comparative analysis and make recommendations to Client on the most appropriate subcontractors.

Develop Service Level Agreements and assist the JLL procurement department in closing Service Level Agreements between JLL and its vendors.

Evaluate the team deployed by Vendors on site to ensure correct level and scale of resources.

Assess Service Levels and Performance Indicators with the Client representative and define the mechanism to assess the performance levels of various subcontractors.

Assess performance of the subcontractors based on performance assessment criteria as agreed jointly between Client, JLL and its subcontractors.

Setting annual goals for generating savings in area of such as energy and cost of maintenance operations.

Ensure compliance of minimum wages acts for payments and statutory compliance through specialist professionals.

Advise Client on future year maintenance budgets as and when requested for.

Train team members on all Quality policies & procedures.

Audit sub-contractors on quality of materials & upkeep of the site.

Review the performance of JLL staff and conduct performance appraisals from time to time.

Interface with the JLL’s HR department and the Operations Manager and make recommendations for the future trainings given to the site facility management team.

Review the preventive maintenance register on a monthly basis and update the same to JLL Account Director / Manager.

Liaison with the client Finance team

Interface with client and Jones Lang LaSalle finance department to raise client billing / invoicing and follow up with the client representatives for the payments.

Develop MIS reports for JLL’s management team and necessary client reporting.

Chair the monthly progress meeting during the absence of operations manager.

Accurate tracking of spent, and control over budget

Developing and implementing building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems.

Inventory Management of all soft services and Maintenance inventory accurately

Ensure zero down time

Achieve Client satisfaction as per Client expectations.

Contribute to the Monthly Management Report to Client.

Compile and follow-up Landlord issues through Landlord tracker.

Provide comprehensive workplace management for the office premises

Track resolution of user's complaints and concerns with solutions and follow up

Implementation of service task, procedures and policies

Structured review of  risk assessments, mitigation plan

Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations

Report building incident following with set escalation channels with measures and solutions

Coordinate, manage and oversee vendors to perform a wide range of workplace-related services

Ensure service deliverables meet SLAs and KPIs

Work with all related parties on timely delivery of all services

Ensuring up to date information on Client’s Property Services SharePoint

When necessary raise risks to reporting manager  / Site Lead for further investigation

Continuous Improvement implementation

Cost saving mind-set that drives value for service as every level

Conduct data analysis report when necessary

Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations

Sound like you? To apply you need to be:

CANDIDATE SPECIFICATION:  KEY SELECTION CRITERIA

Ideal Experience

Excellent verbal and written communication skills as well as presentation skills

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   6 to 8  years in the facility management industry/hospitality industry with a Bachelor’s degree

An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.

Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)

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

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

Detail focused and proactive in nature

Self-motivated

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

INDIRECT REPORTS

TBC

REPORTING TO

Workplace  Account Lead

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

Apply today!

Location:

Scheduled Weekly Hours:

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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