Assistant Workplace Delivery Manager

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Assistant Workplace Delivery Manager

What this job involves:

Overall Role

This position is in its nature proactive and focused on the detail to ensure workplace services are delivered to

an agreed consistent standard to enable Occupant and Guest Experience based on requirements works every

time while maintaining safe working practices throughout all we do.

The role oversees the day to day service delivery by the Workplace team and vendor partners ensuring

compliance to SOPs and SLAs. Importantly alignment must prevail with the Workplace Experience team to

ensure gearing of the service delivery to the ultimate target of creating Customer Delight with agility of mind

and so service provision to maintain this alignment.

A key aspect of this role is engagement with other service partners such as Security and Dining Services with

Landlords as relevant to deliver on consistency of service to Occupants and Guests.

Transforming to the Workplace Team of the future

Commitment to deliver the best level of service every time through obsessive level of attention detail

Ensures resets back to agreed format including owning Clear Deck policy / Lost property process enactment

and associated reporting to Workplace Experience team to allow for onward sharing with LOBs

Proactive checks to agreed schedule reviewing ping reports from with a proportion after business hours so

Occupants come back to refreshed and clean workplace

Ensure there is a highly proactive responsive dynamic and agile team

Client/Stakeholder Management (in support of the Site lead)

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 service and performance

excellence and personal success

Proactively manage the team to deliver Delight

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

Operations Management

Functional operational control to deliver excellence every time

Implement service tasks procedures and policies and measure performance

Review and spot-check suppliers/service providers performance to ensure contractual obligations are

delivered

Understand the operational & technical requirements of the site and ensure that current contracts are

maintained to provide necessary supplies and services

Provide comprehensive workplace management for the office premises

Implement and manage the change control process

Resolve users complaints and concerns with solutions and follow up

Be able to resolve problems or improve operations

Implementation of service task procedures and policies

Prepare risk assessments for self-delivery

Assist with critical out-of-hours issues & participate as a key team member in responses to emergency

situations

Report building incident following with set escalation channels with measures and solutions

Responsible for monitoring and managing staff performance with criteria set in Individual Performance

Management

Coordinate manage and oversee vendors to perform a wide range of workplace-related services

Ensure service deliverables meet SLAs and KPIs

Work with all related parties on timely delivery of all services

Ensuring up to date information on Clients Property Services SharePoint

When necessary raise risks to Workplace Experience Site Lead for further investigation

Continuous Improvement implementation

Cost saving mind-set that drives value for service as every level

Conduct data analysis report when necessary

Support with critical out-of-hours issues & participate as a key team member in responses to emergency

situations

Resets back to agreed format including owning Clear Deck policy / Lost property process enactment and

associated reporting to Workplace Experience team to allow for onward sharing with LOBs

Proactive checks to agreed schedule reviewing ping reports from with a proportion after business hours so

Occupants come back to refreshed and clean workplace

Sound like you To apply you need to have:

Ideal Experience

Excellent verbal and written communication skills as well as presentation skills

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 3 years in the facility management industry/hospitality industry

Fluent in Cantonese and English

Critical Competencies for Success (with corresponding I am JLL behaviours)

Client Focus & Relationship Management I Value my Customers

Demonstrates proactive & professional approach to customer service and stakeholder engagement

Has a natural hospitality-orientated 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 at all levels

Program Management & Organizational Skills I am Proactive

Excellent planning & organizational skills to prioritize work and meet tight deadlines

Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking I am Innovative

Capacity to deal with ambiguity and solve complex problems effectively

Analytical proven ability to solve problems using a quantitative approach

Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

Detail focused and proactive in nature

Self-motivated

Exhibits honesty & trustworthiness

Open to new ideas & willing to challenge status quo

Works well with diverse teams from various countries/cultures

What we can do for you:

At JLL we make sure that you become the best version of yourself by helping you realise your full potential in

an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated

Total Rewards Program competitive pay and benefits package.

Apply today!

Location:

Scheduled Weekly Hours:

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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