Facilties Manager

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What this job involves

This leadership position is responsible for the end-to-end Occupant and Guest Experience within the assigned portfolio with the focus on providing outstanding Experience in the Workplace. With Experience at the core of the gearing of the service delivery workplace activities need as human-centric and engagement focussed as possible with team management site operations service contracts sourcing procurement and financial decisions made with this ultimate target of Delight in mind while maintaining safe working practices throughout all we do.

The role acts as point of contact for the Clients Global Real Estate (GRE) client team regarding Workplace activities at a Site level and supports account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement interfacing not only with GRE but also other service partners such as Security and Dining Services with Landlords as relevant along with the lines of business and occupants as the ultimate service recipients.

RESPONSIBILITIES

Transforming to the Workplace Team of the future

• Develop existing and bring in new talent and capabilities into the Workplace Experience Team

• Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors

• Develop an active and visible Workplace Experience Team

• Ensure there is a highly proactive responsive dynamic and agile team

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

• Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved

• 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 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

• Ensure the delivery of all operational requirements as per the client scope of works across site adhering to the Client contract with full understanding of FM scope contract and processes

• Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods reliability of systems and consistency

• Support Regional initiatives such as user experience programs JLL system roll-outs regional training programs/workshops and other initiatives as appropriate through driving implementation and consistency across the Region

• 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.

• Ensure compliance with JLL and client Health Safety Environment and Risk Management policies and procedures

• Ensure data integrity of all systems across the Region and perform audits from time to time

• Ensure meeting or exceeding SLA/KPI scores Hire attract and retain a team of top talented employees and to ensure company standards are met Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered

• Resolve users complaints and concerns with solutions and follow up

• Manage Vendor Contract database to ensure they are up to date at all times Manage vendor procurement processes and ensure timely contract execution negotiation including preparation of tender documentation and preparation of contracts in accordance with agreed guidelines

• Review and spot-check to ensure that suppliers/service providers are meeting contractual obligations to the client.

• Ensure that the site is well maintained and correctly furnished/stocked to operate to maximum efficiency.

• Ensure that detailed floor inspections are routinely conducted.

• Ensure that an effective Work Order system is maintained for rectification of any defective items/services & ensure that these are addressed in a timely manner

• Generate reports and conduct presentations as per the service delivery requirements and overall account management Implement and manage the change control process

• Manage the governance process for the account

• Coordinate churn work and minor project works requested by users

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

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

• Hire attract and retain a team of top talented employees; improve team performance through regular coaching and feedback; provide recognition

• Resolve users complaints and concerns with solutions and follow up

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

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 5 years in the facility management industry/hospitality industry

• An added benefit would be a Bachelors degree in facilities management building business or other related field; however this is not a must.

• Fluent in Cantonese and English

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!

At JLL we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities we analyze your application for relevant skills experiences and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role yourepursuing.

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