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Workplace Experience Lead

Work Dynamics

What this job involves:

This position is responsible for creating “Delight” by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in the Workspace.

This candidate will have a deep understanding of the Workspace and the Surrounding areas and become the single point of contact for daily Workspace needs on the office floors and a counsel to the Guests present.

The role acts as an embedded point of contact for the Client Global Real Estate team regarding Workspace activities at a Site level and supports account initiatives by driving consistent implementation and delivery through nudge behaviours.

A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.

Transforming to the Workspace Team of the future

Creates Occupant DelightHas a natural hospitality-orientated communications acumenEmbedded “Go To” trusted Workspace partner fostering all-level relationshipsUnderstands business traits/ cadence/ needsDeep Workspace & Surrounding area knowledgeShares observations regarding any misalignment to nudge behaviours (incl. data from Workspace Delivery team)Single Point of Contact for issues resolution & Workspace change within spaceProblem solves & Resets space on the flyActs as basic “counsel” regarding space needs/options as per Workspace StandardsIntroduce technology and digital platforms to enable Workspace Experience team to be mobile and present on the occupant floorsDevelop an active and visible Workspace Experience TeamBe part of a highly proactive, responsive, dynamic and agile teamEstablish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requestsLiaise between amenities team & facilities for event setup logisticsEngage floor user by conducting data analysisEscalate facilities issues to management team when necessaryConsolidate feedback to management team regularly for ongoing improvement implementationParticipate in ad-hoc projects when required

I am a Community Ambassador

I own my floor/s and take personal responsibility for everyone and everything on my floor/sIf the water in the water dispenser is low, I top it up I don’t need to call amenities team, I am empowered, I am trained to do some F&B tasks. I am the doer of everything on the floor. If there are coffee marks on pantry table, I clean it by myself immediately and do not need to wait for cleaning lady. I am the doer of everything on the floorI know each person by name, what they do and what community they belong too. If a new person commences I greet them and help them settle into their new working environmentIf something needs repairing, I arrange it with my colleagues in facilities and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted outI am mobile, I do not have a work station, I don’t need one as I am always on the floor with my community. I have a tablet to communicate with and log tickets when requiredYou will mostly find me in the community lounge helping with services with the tea lady, mingling with community members and also ensuring everything is available, cups / glasses etc. are ready for use, and generally everything is clean and tidyI report to the Workspace Experience Location Lead who ensures I have all the backup I needI work with amenities  team when there are event host on my floor to ensure the venue is clean and tidy before/after eventBy observing behaviour of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment

Client/Stakeholder Management (in support of the Workspace Lead)

Pro-actively develop and manage Client relationships ensuring that expected service levels are achievedComply with all requirements of the Client contract and meet or exceed Key Performance IndicatorsDeliver an exceptional quality of service to the Client, as reflected by Client feedbackActively recover feedback from the end user

Leadership / Staff Management

Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal successProactively manage the team to deliver DelightDevelop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors

Operations Management

Must be customer focused and be proactive in establishing customer relationshipsResponsible and accountable for all service requestEnsure service deliverables are met with SLA and KPIWork with all related parties on timely delivery of all servicesBe responsible for all clients within designated areaProblem solves & Resets space on the flyWhen necessary raise risks to Workspace Location Lead for further investigationEmbedded “Go To” trusted Workspace partner fostering all-level relationshipsTo undertake continuous floor inspections ensure cleanliness and maintenance is correctEstablish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requestsContinuous Improvement implementationSingle Point of Contact for issues resolution & Workspace change within spaceConduct data analysis report when necessaryBe the JLL face of ‘WE’ program in the Workspace and within the teamActs as basic “counsel” regarding space needs/options as per Workspace StandardsEnsure the delivery of all operational requirements as per the client scope of works across siteDevelop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistencySupport 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 RegionDrive 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 proceduresEnsure data integrity of all systems across the Region and perform audits from time to timeEnsure meeting or exceeding SLA/KPI scoresGenerate reports and conduct presentations as per the service delivery requirements and overall account managementHandling helpdesk service request from users via telephone or email correspondence Coordinate with Workspace delivery team to ensure   Repair & Maintenance services, materials, equipment’s and fixtures is attended and completedOversee office premises and delivery of hospitality services for usersProvide administrative support of issuing work order to vendors as and when requiredLiaise between amenities  team & facilities for event setup logisticsCommunicate with users by consolidating feedback to ensure expectations are achievedEscalate facilities issues to management team when necessaryParticipate in ad-hoc projects when required

Sound like you? To apply you need to be:

Ideal Experience

Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirementsStrong analytical, organization and administration skillsAn added benefit would be a Bachelor’s degree/  Degree in Hotel Management, business or other related field; hExcellent communication verbal and written 5 – 10 years’ experience - Hospitality / Flight Attendant / Events Management / Serviced Office Must be customer focused and be proactive in establishing customer relationshipsProven ability to function effectively as part of a teamProven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendmentsAbility to stand for long periods of timeAbility to effectively communicate and interact with all levels of people

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 engagementHas a natural hospitality-orientated communications acumenAbility to interact with a wide range of client staff, including senior levelsAbility to manage conflict and balance between client and firm requirementsHas 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 deadlinesProven 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 effectivelyAnalytical, proven ability to solve problems using a quantitative approachProven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

Natural communicator who enjoys engaging at all levelsSelf-motivated and confidentExhibits honesty & trustworthinessOpen to new ideas & willing to challenge status quoWorks well with diverse teams from various countries/cultures

What you can expect from us

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
Keep your ambitions in sight and imagine where JLL can take you...
 

Location:

On-site –Mumbai, MH

Scheduled Weekly Hours:

48

Job Tags:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

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