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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.   

JLL Business Services (JBS) Workforce Management (WFM)

JBS is JLL’s global Shared Services platform, delivering operations from capability Centers in India, the Philippines, China, Poland, Costa Rica, and the US. Our purpose is to deliver high-quality services, reduce costs, and increase JLL’s margins. As operations and capability experts, we focus on understanding and improving processes to ensure effective operational delivery that meets the needs of the business and our clients. The WFM program will establish a set of systems and processes designed to ensure that JBS teams will have the right number of people with the right skills and resources in place at the right time to handle an accurately forecasted workload that delivers quality outcomes.

What this job involves:  

This Director will work with leadership to design and deploy a robust, adaptable framework across all the businesses we support. This Director will lead a team of Workforce Management (WFM) and Performance Sustainability professionals to ensure we build and deploy an effective program now that will be sustainable into the future.

What your day-to-day will look like:  

Responsible for strategy, program design, deployment, and maintenance of WFM in JBS.Drive planning and real-time forecasting.Determine performance metrics through available tools.Validate historical data for forecasting.Provide analysis for staffing efficiencies.Ensure resource utilization through forecasting and scheduling.Provide clear, consistent and relevant insights to Ops based on system data that will help drive improvementsCollaborates with Operations and business stakeholders to develop a standard approach to defining process, volumes and competency needsProvides a performance coaching structure to Ops on data analysis across programs to ensure the established systems are running properly over time.Develops and helps maintain a comprehensive WFM documentation system, including framework documentation, and related policies and procedures.Ensures program adherence across all Operations teams in JBS.Designs and provides training, coaching, and resources related to the program.Designs and delivers on agreed roadmaps for deployments.Works collaboratively with Operations and OGO (our central team) to ensure data integrity for WFM metricsEffectively leads a team of WFM and Performance Sustainability professionals to ensure best practice is maintained over time.Ensure agreed governance is practiced across Operations for reporting and balanced scorecard structuresServe as the Subject Matter Expert in WFM for Operations

Experience and technical skills:

10-15 years of relevant work experience.Bachelors in a related field required; Masters preferred.Experience working directly with senior leadership to design and deploy WFM.Experience leading large global WFM programs.Strong analytical skills to identify trends and performance.Facilitation skills with diverse teams.Exceptional problem identification and resolution.Exceptional written and verbal communication skillsProficient in Microsoft Office suite.Ability to manage work-related projects and timelines in a dynamic environment.Demonstrated ability to lead virtual teams in a global corporate environment.Experience managing change while delivering on client expectations.Ability to travel and support a global organization

Location:

On-site –Gurugram, HR

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!

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