- Singapore
Kerja Sepenuh Masa, Workplace Experience Manager di JLL - Maukerja
Kongsi
Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Summary:
Workplace Experience Manager/ Lead duties and responsibilities include working closely with the hard services engineering manager. Leading a team of Workplace Ambassador, Event Ambassador, Helpdesk/Security Admin and soft services vendors to manage the workplace day-to-day operations, functional services of the facilities and ensure that all workplace experience functions and soft services are covered. You will strive for continuous improvement in the process.
In addition, you will help mitigate risks by taking part in emergency evacuation procedures, and handling crisis management and business continuity plans. You will also be on top of health and safety issues that may arise, and actively participate in reviewing them.
The responsibilities will include site budgets, accounting and finance, maintenance and operations, contract services, purchasing of material, equipment & supplies, occupancy services and helpdesk.
Also, part of your mandate is to monitor the facilities infrastructure, vendor’s performance and processes comply with standards. Direct report to the Senior Facilities Manager.
As an expert in the field, you must be flexible in taking other responsibilities aside from your core tasks. Likewise, you’ll be working side-by-side with both engineering team in handling our contractors. Ensuring workplace safety is also within your scope. You will actively participate in health and safety reviews and identify potential risks. You will also participate in emergency evacuation procedures as needed.
Responsibilities:
People Management
Demonstrate and ensure to instill a culture in the team that match our ‘I am JLL’ core behaviours and values of being an Expert, Proactive, Innovative, Versatile, Team Player and
valuing the Customer.
Manage and coach a team of workplace/ event ambassadors and soft services professionals
Develop and sustain a high-quality well motivated team.
Ensure high staff morale, trust and work ethics.
Actively support an environment that supports teamwork, co-operation and performance excellence within team
Assist in mentoring and enabling Training & Development of team members.
Client/Stakeholder Management
Deliver excellent customer service to meet on-site client’s expectations.
Build and develop effective relationships with key stakeholders &/or client and be comfortable working across all levels
Monitor procedures to ensure client’s expectations are conveyed and worked upon.
Liaise regularly with client and client landlord to discuss and report on facility management issues
Manage Performance Indicators (KPI) as agreed with the client; Maintain KPI reporting and metrics
Support client to develop guidelines and strategies to protect health and safety of staff and others, reputation and ensure business continuity with regards to property operations
Site Operations Management
In-charge and oversee day to day operations of client offices including soft services, event management, helpdesk and security functions
Liaise with relevant Government Authorities as required
Prepare and submit comprehensive monthly management reports on Facility management activities
Manage 3rd party / subcontractor performance and KPI
Ensure soft services facilities policies and procedures/Site Operation Manual/SOPs (current or newly developed), are implemented and consistently updated, including the training of vendors and FM team on these procedures and compliance to required timing and completion of the relevant reports/documentation
Timely submission of revisions, additions and/or recommendations on soft services facilities policies and procedures/Site Operation Manual/ SOP to ensure such are current and/or updated bi-annually
Prepare and submit comprehensive monthly management reports on soft services, event management and helpdesk/ security admin activities
Implement Industry Best Practice operations
Assist and monitor to ensure all building procedures and performance measures are always maintained.
Seek ways to reduce costs and improve operational standards
24/7 emergency call support and site attendance are required
Contract Management
Ensure that all contracts are professionally delivered at the right cost and in line with the Jones Lang LaSalle of Ethics
Monitor expiry of contracts and initiate re-procurement if needed
Continually assess contracts to ensure best value delivered to the client
Finance Management
Ensure that the related financial operations are meeting targets and control requirements
Assist and monitor financial processes to ensure account payable procedures are always followed
Manage costs from appropriate client cost-centers, including all budgetary requirements if required
Health & Safety Management
Implement and manage safety procedures to ensure the provision of a safe working environment for all soft services, event management and helpdesk admin functions
Ensure compliance with statutory regulations on fire, health and safety standards
Assist in the implementation and management of a property risk management program.
Support client implementation of emergency response and business continuity plans
Follow established escalation procedures and incident reporting procedures
Requirements:
Minimum 5 years of relevant management experience in facilities management, soft facilities services, hospitality management, or related field.
Bachelor's Degree, Diploma Holder in Building Services or its equivalent
Knowledge of vendor management in related services.
Strong in operational budget management and related financial skills
Excellent written and communication skills
Experienced Soft Services with extensive experience in managing cleaning & landscaping, concierge & event coordination, etc
Demonstrate ability to deal with ambiguity, complaint and solve complex problems effectively
Strong interpersonal and communication skills to engage at all levels
Excellent PC skills, proficient in Microsoft Word and Excel
Interest in continuous improvement and development of new technologies
Excellent organizational skills required
Demonstrated integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Demonstrate initiative and able to work in a team-based environment with plenty of movement
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a 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’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re 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’re 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’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Summary:
Workplace Experience Manager/ Lead duties and responsibilities include working closely with the hard services engineering manager. Leading a team of Workplace Ambassador, Event Ambassador, Helpdesk/Security Admin and soft services vendors to manage the workplace day-to-day operations, functional services of the facilities and ensure that all workplace experience functions and soft services are covered. You will strive for continuous improvement in the process.
In addition, you will help mitigate risks by taking part in emergency evacuation procedures, and handling crisis management and business continuity plans. You will also be on top of health and safety issues that may arise, and actively participate in reviewing them.
The responsibilities will include site budgets, accounting and finance, maintenance and operations, contract services, purchasing of material, equipment & supplies, occupancy services and helpdesk.
Also, part of your mandate is to monitor the facilities infrastructure, vendor’s performance and processes comply with standards. Direct report to the Senior Facilities Manager.
As an expert in the field, you must be flexible in taking other responsibilities aside from your core tasks. Likewise, you’ll be working side-by-side with both engineering team in handling our contractors. Ensuring workplace safety is also within your scope. You will actively participate in health and safety reviews and identify potential risks. You will also participate in emergency evacuation procedures as needed.
Responsibilities:
People Management
Demonstrate and ensure to instill a culture in the team that match our ‘I am JLL’ core behaviours and values of being an Expert, Proactive, Innovative, Versatile, Team Player and
valuing the Customer.
Manage and coach a team of workplace/ event ambassadors and soft services professionals
Develop and sustain a high-quality well motivated team.
Ensure high staff morale, trust and work ethics.
Actively support an environment that supports teamwork, co-operation and performance excellence within team
Assist in mentoring and enabling Training & Development of team members.
Client/Stakeholder Management
Deliver excellent customer service to meet on-site client’s expectations.
Build and develop effective relationships with key stakeholders &/or client and be comfortable working across all levels
Monitor procedures to ensure client’s expectations are conveyed and worked upon.
Liaise regularly with client and client landlord to discuss and report on facility management issues
Manage Performance Indicators (KPI) as agreed with the client; Maintain KPI reporting and metrics
Support client to develop guidelines and strategies to protect health and safety of staff and others, reputation and ensure business continuity with regards to property operations
Site Operations Management
In-charge and oversee day to day operations of client offices including soft services, event management, helpdesk and security functions
Liaise with relevant Government Authorities as required
Prepare and submit comprehensive monthly management reports on Facility management activities
Manage 3rd party / subcontractor performance and KPI
Ensure soft services facilities policies and procedures/Site Operation Manual/SOPs (current or newly developed), are implemented and consistently updated, including the training of vendors and FM team on these procedures and compliance to required timing and completion of the relevant reports/documentation
Timely submission of revisions, additions and/or recommendations on soft services facilities policies and procedures/Site Operation Manual/ SOP to ensure such are current and/or updated bi-annually
Prepare and submit comprehensive monthly management reports on soft services, event management and helpdesk/ security admin activities
Implement Industry Best Practice operations
Assist and monitor to ensure all building procedures and performance measures are always maintained.
Seek ways to reduce costs and improve operational standards
24/7 emergency call support and site attendance are required
Contract Management
Ensure that all contracts are professionally delivered at the right cost and in line with the Jones Lang LaSalle of Ethics
Monitor expiry of contracts and initiate re-procurement if needed
Continually assess contracts to ensure best value delivered to the client
Finance Management
Ensure that the related financial operations are meeting targets and control requirements
Assist and monitor financial processes to ensure account payable procedures are always followed
Manage costs from appropriate client cost-centers, including all budgetary requirements if required
Health & Safety Management
Implement and manage safety procedures to ensure the provision of a safe working environment for all soft services, event management and helpdesk admin functions
Ensure compliance with statutory regulations on fire, health and safety standards
Assist in the implementation and management of a property risk management program.
Support client implementation of emergency response and business continuity plans
Follow established escalation procedures and incident reporting procedures
Requirements:
Minimum 5 years of relevant management experience in facilities management, soft facilities services, hospitality management, or related field.
Bachelor's Degree, Diploma Holder in Building Services or its equivalent
Knowledge of vendor management in related services.
Strong in operational budget management and related financial skills
Excellent written and communication skills
Experienced Soft Services with extensive experience in managing cleaning & landscaping, concierge & event coordination, etc
Demonstrate ability to deal with ambiguity, complaint and solve complex problems effectively
Strong interpersonal and communication skills to engage at all levels
Excellent PC skills, proficient in Microsoft Word and Excel
Interest in continuous improvement and development of new technologies
Excellent organizational skills required
Demonstrated integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Demonstrate initiative and able to work in a team-based environment with plenty of movement
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a 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’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re 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’re 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’re 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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