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Work Dynamics (Integrated Facilities Management)ROLE AND RESPONSIBILITIES
OVERALL ROLE
This position is in its nature proactive and focused on the detail, to ensure Workspace 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 Workspace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workspace 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 leading the team to deliver expected standards, maintain clean & hygienic workspaces, seamless GRE services, 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.
MAJOR RESPONSIBILITIES
Transforming to the Workspace Team of the future
Participate in ad-hoc projects when required
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 / and associated reporting to Workspace 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 Workspace
Ensure there is a highly proactive, responsive, dynamic and agile team
Planned, predictive and corrective works of building systems
Power down planning, execution
Quality assurance and monitor outsourced critical works vendors to ensure equipment is maintained at a high standard
Review the maintenance/service practices of M&E contractors to deliver quality work practices in line with the manufacturer recommendations, established processes, tools and documentation.
Engineering regulatory compliance management for the portfolio of buildings, along with compliance to client-stipulated Engineering Playbooks
Incident management support including 24/7 on call for incident management in corporate real estate buildings
Support and assist any installation, commissioning and programming of new office space to ensure plans, designs, scopes and goals are accurate
Technical reporting submissions for portfolio objectives, regular meetings and portfolio performance
Governance of as built drawings and OEM information
Production and management of MOPS/SOPS/EOPS
Management of lifecycle asset management and UPS component replacement
Support for engineering standardization tasks across Asia Pacific
Lead in-city technical training delivery
Develop and implement innovation programs and processes that reduce utility costs, increase productivity, produce cost savings and share learnings with the wider team.
Identify energy saving initiatives and work through to implementation and validation.
Review of all maintenance reports to ensure maintenance is conducted appropriately and performance issues are actioned
Client/Stakeholder Management (in support of the Workspace 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
Actively recover feedback from the end user
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
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 Workspace management for the office premises
Implement and manage the change control process
Resolve user's 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 Workspace-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 Client’s Property Services SharePoint
When necessary raise risks to Workspace Experience Site Lead for further investigation
Continuous Improvement implementation
Cost saving mind-set that drives value for service at every level
Managing budgets and ensuring cost-effectiveness
Collect, analyse, and report statistical data as may be required to provide accurate and current assessment of management objectives
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
Experience of 8 + years in hospitality/facility management
An added benefit would be bachelor’s degree in mechanical, Electrical, facilities management/Hotel Management/Hospitality Management,
Excellent verbal and written communication skills as well as presentation skills
Strong analytical, organization and administration skills
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements.
Knowledge of Occupational Safety requirements
Strong PC literacy and able to manage daily activities using various systems, such as BMS, and other computerized control/monitoring system
Ability to effectively communicate and interact with all levels of people
Holder of Higher Cert Degree in Mechanical, Electrical or Facilities Management with minimum 6 to 8 years’ experience in related discipline
Holder of REW A0 is preferable, but not a must;
Knowledge of HVAC, Fire Protection System, Electrical system and BMS system Has experience in CRAC, UPS, Chiller plant or Data Centre operations is required
Knowledge of Occupational Safety requirements
Strong PC literacy and able to manage daily activities using various systems, such as BMS, and other computerized control/monitoring system
Diploma in an Engineering discipline
Minimum of 5 years of relevant engineering management experience
Thorough understanding of building services design and engineering management
Ability to identify and implement opportunities for operational efficiency/improvements and implement agreed solutions
High energy, flourishes in fast pace, dynamic environments
Customer centricity
Comfortable working in a challenging environment as part of a team and is comfortable managing incidents and service failures
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 focussed 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
KEY STAKEHOLDERS
Management Staff
Client Representatives
Client Occupants / End-users
Vendor Staff
Location:
On-site –Mumbai, MHScheduled Weekly Hours:
48If 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!
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