Workplace Experience Deputy Lead

Overview

Drive occupant delight and workspace experience as the main point of contact.

Key Responsibilities

• ticket resolution
• data analysis
• facility inspections
• compliance management
• client liaison
• team management

Tasks

-Single Point of Contact for issues resolution & Workspace change within the premises -Oversee office premises and delivery of hospitality services for users -Respond and close all service tickets and feedbacks within defined SLA -Conduct data analysis report when necessary -Ensure service deliverables are met with SLA and KPI -Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures -Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators -Report any concerns or patterns in employee feedback periodically to workspace experience manager -To undertake continuous floor inspections ensure cleanliness and maintenance is correct -Shares observations regarding any misalignment to nudge behaviors (incl. data from Workspace Delivery team) -Consolidate feedback to management team regularly for ongoing improvement implementation -Deliver an exceptional quality of service to the Client, as reflected by Client feedback -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 -Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency -Communicate with users by consolidating feedback to ensure expectations are achieved -Actively recover feedback from the end user -Work with all related parties on timely delivery of all services -Plan and execute employee engagement events in line with client expectations -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. -Responsible and accountable for all service request -Ensure the delivery of all operational requirements as per the client scope of works across site -Assist workspace experience manager in Pro-actively developing and managing Client relationships ensuring that expected service levels are achieved -Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests -Participate in ad-hoc projects when required -Periodically review all reports and feedback to identify trends and bring changes -Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success -Have periodic connects with all point of contact of different business to understand their perspective of service -Acts as basic “counsel” regarding space needs/options as per Workspace Standards -Ensure data integrity of all systems across the Region and perform audits from time to time -Proactively manage the team to deliver Delight -Escalate facilities issues to management team when necessary

Requirements

• ms office
• bachelor's
• 8+ years
• analytical
• customer focus
• team leadership

What You Bring

-Excellent communication verbal and written. -Proven ability to manage multiple and complex operational matters on a daily basis -Self-motivated and confident -Creative mindset -Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments -Experience of leading a young millennial team -Analytical, proven ability to solve problems using a quantitative approach -Deep Workspace & Surrounding area knowledge -Understands business traits/ cadence/ needs -Excellent planning & organizational skills to prioritize work and meet tight deadlines -Proven ability to employ holistic approaches and looks at long term solutions -Works well with diverse teams from various countries/cultures -Ability to interact with a wide range of client staff, including senior levels -Ability to manage conflict and balance between client and firm requirements -Embedded “Go To” trusted Workspace partner fostering all-level relationships -Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels -An added benefit would be a Bachelor’s degree/ Degree in Hotel Management, business or other related field; -Problem solves & Resets space on the fly -Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements -Strong analytical, organization and administration skills -Demonstrates proactive & professional approach to customer service and stakeholder engagement -Capacity to deal with ambiguity and solve complex problems effectively -Open to new ideas & willing to challenge status quo -Has a natural hospitality-orientated communications acumen -Experience of 8 + years in hospitality – hotel & aviation Industry / Coworking spaces -Natural communicator who enjoys engaging at all levels -Must be customer focused and be proactive in establishing customer relationships -Proficient in MS Office suite

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About Jll

-Founded over 200 years ago, JLL has become a global leader in real estate services and investment management. -With a presence in over 80 countries, JLL offers a wide range of services, including property management, advisory, and capital markets. -JLL manages iconic properties like the Shard in London and works with Fortune 500 companies to optimize real estate portfolios. -The company is known for its innovative solutions in real estate technology and sustainability. -Typical projects include large-scale urban developments, corporate relocations, and infrastructure advisory. -JLL has pioneered the integration of data-driven insights into real estate decision-making. -The company’s expertise spans across diverse sectors, such as residential, commercial, industrial, and infrastructure. -Notable for its long-standing history, JLL continues to shape the global real estate landscape.

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