Workplace Experience Manager

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services advisory and technology for our clients. We are committed to hiring the best most talented people and empowering them to thrive grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

Job Summary/Goals

• Responsible for leading the delivery of the defined scope of work to Procter and Gamble at the Site(s) for which they are accountable. In this capacity there are 6 major activities for which they are accountable:
• People Management develop and sustain a high quality well motivated team
• Client Management ensure that on site Clients expectations are met
• Contracts Management ensure that all contracts are professionally delivered
• Finance Management ensure that the sites financial operations are meeting targets and control requirements
• Health and Safety Management ensuring the provision of a safe working environment
• Site Operations Management implementing Industry Best Practice operations

Essential Duties and Responsibilities

People Management

• Provide leadership for site Workplace Services team
• Mentor & enable training & development of team members
• Identify and fill staffing needs
• Nurture an environment conducive to good teamwork and co-operation among colleagues

Client Management

• Strive to delight the Client in all aspects of service delivery
• Interact on a regular basis with the appropriate P&G Digital Workplace and Facilities Services Manager and on site client personnel to discuss ongoing service delivery and forward planning

Contracts Management

• Ensure that all contracts at the site are delivering the required service at the correct cost
• Work with Regional and Global Sourcing to implement Regional/Global sourcing/savings strategies

Site Operations Management

• Deliver services as defined in the relevant Schedules of the Master Agreement ensuring the implementation and compliance with Best Practice procedures
• Report critical & key performance measurements & achieve targets
• Ensure that Account Management is informed immediately of any Critical Performance incidents on site
• Complete all required audits and CSAS and achieve targets
• Provide appropriate monthly/quarterly/annual reporting and management reports as required
• Maintain sound management relationships with any third party tenants &/or property owners as appropriate.
• Provide a responsive and pro-active service via seamless interface with all involved parties
• Understand all aspects of any lease/licences that may impact the operation of the property.
• Work with Client and Manager to develop and implement improved/new processes that improve service to the client and /or reduce cost.
• Act as single point of contact for the management of any projects on site
• Regular review and maintain Site SOPs and Play books in relevant record management systems

Health and Safety Management

• Ensure that the site meets all legal and Client required H&S regulations
• Ensure that all JLL staff are working in compliance with H&S regulations
• Ensure that all HS&E documentation for the sites are updated and kept relevant

Finance Management

• Ensure that the site meets all financial targets and control requirements
• Provide standard monthly/quarterly/annual reporting and management reports as required

Key Performance Measures

• Employee Experience EX Survey
• KPIs/Master Agreement Reporting requirements
• CSA/Audit scores/ Scorecards
• Implementation of Best Practice
• Agreed cost savings initiatives
• Budgets/forecast accuracy
• H&S Audits
• Client Surveys (as defined in Master Agreement)
• Contracts SLAS

Skills/Competencies

• Bachelors degree in Business Administration Facility Management or related field
• 5 years of experience in workplace management facility management or similar role
• Strong understanding of workplace design principles and trends

• Client relationship management skills.
• Change management experience
• Expertise in the leadership and delivery of high-quality service
• Familiarity with sustainability practices in workplace management
• Excellent communication skills able to identify key persuaders and represent data/results in highly impactful ways
• Able to influence others to generate desired results consistently

• Excellent project management and organizational skills
• Ability to self-manage balancing multiple priorities and customers.
• Experience with workplace management software and technologies
• Comfortable with Word for Windows Excel PowerPoint Outlook
• Fluent English spoken and written language.

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

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