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Work space lead
Work Dynamics
What's this job involves
ROLE AND RESPONSIBILITIES
OVERALL ROLE
This position is responsible for the end-to-end Occupant and Guest Experience within the
assigned portfolio, with the focus on providing outstanding Experience in the Workplace. With
Experience at the core of the gearing of the service delivery, workplace activities need as
human-centric and engagement focused as possible, with team management, site operations,
service contracts, sourcing, procurement and financial decisions made with this ultimate target of
Delight in mind, while maintaining safe working practices throughout all we do.
The role acts as point of contact for the client Global Real Estate (“GRE”) client team regarding
Workplace activities of all buildings at City Level and supports account initiatives by driving consistent
implementation and delivery. A key aspect of this role is engagement, interfacing not only with
GRE, but also other service partners such as Security and Amenity Services, with Landlords as
relevant, along with the lines of business and occupants as the ultimate service recipients.
MAJOR RESPONSIBILITIES
Transforming to the Workplace Team of the future
Develop existing and bring in new talent and capabilities into the Workplace Experience
Team
Introduce technology and digital platforms to enable Workplace Experience team to be
mobile and present on the occupant floors
Develop an active and visible Workplace Experience Team
Ensure there is a highly proactive, responsive, dynamic and agile team
Client/Stakeholder Management (in support of the Country lead)
Pro-actively develop and manage 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
Leadership / Staff Management:
Actively encourage an environment that supports teamwork, co-operation, performance
excellence and personal success
Develop the team through performance assessments and training, managing staff workload
through correct resourcing and developing a succession plan for key team members and onsite
Vendors
Operations Management:
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 Hire, attract and retain a team of top talented
employees and to ensure company standards are met Review and spot-check
suppliers/service providers performance to ensure contractual obligations are delivered
Resolve…