City Lead

Job Summary

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 service delivery, workplace activities need to be 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 the 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 users complaints and concerns with solutions and follow up
• Manage Vendor Contract database to ensure they are up to date at all times
• Manage vendor procurement processes and ensure timely contract execution, negotiation, including preparation of tender documentation and preparation of contracts in accordance with agreed guidelines
• Generate reports and conduct presentations as per the service delivery requirements and overall account management
• Coordinate churn work and minor project works requested by users
• Support with critical out-of-hours issues and participate as a key team member in responses to emergency situations
• Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management

Requirements

Candidate Specification - Key Selection Criteria

• Ideal Experience
• Excellent verbal and written communication skills as well as presentation skills
• Any Bachelor's Degree
• 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 10+ years in the facility management industry/hospitality industry managing large facility operations
• An added benefit would be a Bachelor's degree in facilities management, building, business or other related field; however, this is not a must.
• Fluent in English

Critical Competencies for Success

• Client Focus Relationship Management - I value my customers
• Demonstrates proactive professional approach to customer service and stakeholder engagement
• Has a hospitality-oriented 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 - I am a Team Player
• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.