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Workplace Experience Manager

Corporate Solutions (Integrated Facilities Management)

ROLE AND RESPONSIBILITIES

OVERALL ROLE

This 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 focused 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 JPMC 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.

MAJOR RESPONSIBILITIES

Transforming to the Workplace Team of the future

Develop existing and bring in new talent and capabilities into the Workplace Experience TeamIntroduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floorsPromote, encourage and support an active and visible Workplace Experience TeamCreates Occupant DelightHas a natural hospitality-orientated communications acumenEmbedded “Go To” trusted Workplace partner fostering all-level relationshipsUnderstands business traits/ cadence/ needsDeep Workplace & Surrounding area knowledgeShares observations regarding any misalignment to nudge behaviours (incl. data from Workplace Delivery team)Single Point of Contact for issues resolution & workplace change within spaceProblem solves & Resets space on the flyActs as basic “counsel” regarding space needs/options as per Workplace StandardsIntroduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floorsDevelop an active and visible Workplace Experience TeamBe part of a highly proactive, responsive, dynamic and agile teamEstablish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requestsResponsible for managing Repair & Maintenance services, materials, equipment’s and fixturesMonitor service providers performance to ensure contractual obligations are met and exceededLiaise between dining team & facilities for event setup logisticsLiaise between vendors and users for scheduling work date for managing client's expectationsEnsure scheduled / ad hoc maintenance work is completed with qualityEngage floor user by conducting data analysisEscalate facilities issues to management team when necessaryConsolidate feedback to management team regularly for ongoing improvement implementationParticipate in ad-hoc projects when required

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

Pro-actively develop and manage Client relationships ensuring that expected service levels are achievedComply with all requirements of the Client contract and meet or exceed Key Performance IndicatorsDeliver 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 successProactively encourage the team to deliver Delight

Operations Management

Ensure the delivery of all operational requirements as per the client scope of works across siteDevelop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistencySupport 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 RegionDrive 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 proceduresEnsure data integrity of all systems across the Region and perform audits from time to timeEnsure 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 deliveredResolve user's complaints and concerns with solutions and follow upManage 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 guidelinesGenerate reports and conduct presentations as per the service delivery requirements and overall account managementCoordinate churn work and minor project works requested by usersSupport with critical out-of-hours issues & participate as a key team member in responses to emergency situationsResponsible for monitoring and managing staff performance with criteria set in Individual Performance ManagementResolve user's 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 skillsAble to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirementsStrong analytical, organization and administration skillsA minimum of 5 years in the facility management industry/hospitality industryAn added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.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 engagementHas a natural hospitality-orientated communications acumenAbility to interact with a wide range of client staff, including senior levelsAbility to manage conflict and balance between client and firm requirementsHas 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 deadlinesProven 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 effectivelyAnalytical, proven ability to solve problems using a quantitative approachProven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

Natural communicator who enjoys engaging at all levelsSelf-motivated and confidentExhibits honesty & trustworthinessOpen to new ideas & willing to challenge status quoWorks well with diverse teams from various countries/cultures

KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff

DIRECT REPORTS

NA

INDIRECT REPORTS

NA

REPORTING TO

Country Lead / Hong Kong & Taiwan Workplace Experience Cluster Lead

Location:

On-site –Taipei, Taiwan, China

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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