Job Description

How we support the Whole You:

Our benefits are a good reason to come to JLL.

We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.

Workspace Delivery Manager

Work Dynamics

ROLE AND RESPONSIBILITIES

ROLE AND RESPONSIBILITIES

OVERALL ROLE

This position is in its nature proactive and focused on the detail, to ensure Workspace services are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements \xe2\x80\x9cworks every time\xe2\x80\x9d, while maintaining safe working practices throughout all we do.

The role oversees the day to day service delivery by the Workspace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workspace Experience 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 leading the team to deliver expected standards, maintain clean & hygienic workspaces, seamless GRE services, engagement with other service partners such as Security and Dining Services, with Landlords as relevant, to deliver on consistency of service to Occupants and Guests.

MAJOR RESPONSIBILITIES

Transforming to the Workspace Team of the future

• Participate in ad-hoc projects when required
• Commitment to deliver the best level of service every time through obsessive level of attention detail
• Ensures resets back to agreed format, including owning Clear Deck policy / and associated reporting to Workspace Experience team to allow for onward sharing with LOBs
• Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean Workspace
• Ensure there is a highly proactive, responsive, dynamic and agile team

Client/Stakeholder Management (in support of the Workspace 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
• 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 Delight
• Develop 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

• Functional operational control to deliver excellence every time
• Implement service tasks, procedures and policies and measure performance
• Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
• Understand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
• Provide comprehensive Workspace management for the office premises
• Implement and manage the change control process
• Resolve user\'s complaints and concerns with solutions and follow up
• Be able to resolve problems or improve operations
• Implementation of service task, procedures and policies
• Prepare risk assessments for self-delivery
• 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
• Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
• Coordinate, manage and oversee vendors to perform a wide range of Workspace-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\xe2\x80\x99s Property Services SharePoint
• When necessary raise risks to Workspace Experience Site Lead for further investigation
• Continuous Improvement implementation
• Cost saving mind-set that drives value for service at every level
• Managing budgets and ensuring cost-effectiveness
• Collect, analyse, and report statistical data as may be required to provide accurate and current assessment of management objectives

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Ideal Experience

• Experience of 8 + years in hospitality/facility management
• An added benefit would be a Bachelor\xe2\x80\x99s degree in facilities management/Hotel Management/Hospitality Management, building, business or other related field.
• Excellent verbal and written communication skills as well as presentation skills
• Strong analytical, organization and administration skills
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements

Critical Competencies for Success (with corresponding \xe2\x80\x98I am JLL behaviours\xe2\x80\x99)

Client Focus & Relationship Management \xe2\x80\x93 \xe2\x80\x98I Value my Customers\xe2\x80\x99

• 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 \xe2\x80\x93 \xe2\x80\x98I am a Team Player\xe2\x80\x99

• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Program Management & Organizational Skills \xe2\x80\x93 \xe2\x80\x98I am Proactive\xe2\x80\x99

• 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 \xe2\x80\x93 \xe2\x80\x98I am Innovative\xe2\x80\x99

• 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 focussed 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

DIRECT REPORTS

TBC

INDIRECT REPORTS

TBC

REPORTING TO

Workspace Delivery 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:

\xe2\x80\x93Mumbai, MH

If this job description resonates with you, we encourage you to apply even if you don\xe2\x80\x99t meet all of the requirements. We\xe2\x80\x99re interested in getting to know you and what you bring to the table!

About JLL \xe2\x80\x93

We\xe2\x80\x99re JLL\xe2\x80\x94a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That\xe2\x80\x99s why we\xe2\x80\x99re committed to our purpose to shape the future of real estate for a better world. We\xe2\x80\x99re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we\xe2\x80\x99re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we\xe2\x80\x99re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

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