Works closely with Account Leadership to identify opportunities to grow and scale our programs and services
Contributes to product development and workplace enhancements through ongoing and routine engagement – sharing operational needs, opportunities, risks
Ensures that expectations and objectives are clearly communicated
Leverages Consulting and Research teams to address client needs for a holistic approach to workplace delivery
Establishes and maintains open, collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team
Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s)
Leads the standardization of workplace experience programs / products and services by region
Collaborates with our Sales and Solution Development teams in response to all business opportunities, RFP’s, RFI’s, and renewals
Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL
Develops a working relationship with our clients - understands their goals, objectives, and desired outcome for Workplace Experience
Develops and implements customer experience training plans that enable exceptional service delivery across the globe
Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance
Establishes challenging, realistic, and obtainable goals to guide accounts teams
Manages a team of Regional Experience Leads who support the on-account resources responsible for the daily implementation and execution of Experience programming
Encourages and builds mutual trust, respect, and cooperation among team members
Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating needs
Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies
Applies a digital first and human centric approach to service needs and opportunities
Monitors and manages 3rd party vendor performance related to soft services delivery
Requirements
microsoft office
bachelor's
15+ years
hospitality
leadership
analytical
Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities
15+ years prior experience in Hospitality Soft Services, Facility Management or Operations. Knowledge of commercial and Workplace Strategy is also preferred
Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment