Workplace Experience Manager/Lead

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.

• 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

• 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.  We’re 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 you're pursuing.

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