JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

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 Client’s 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 user's 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 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 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 Bachelor’s 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 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.

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.