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We are looking for a Regional Asia-Pacific Lead for our HSBC Global Resource Booking Team.

Account overview

Jones Lang LaSalle is engaged to provide IFM services across HSBC’s 41m square foot portfolio spanning 45 countries in 3 Regions (Americas, APAC and EMEA).  The HSBC contract represents JLL’s largest facility management assignment in terms of both square feet and fees earned.

The HSBC Resource Booking System is a global solution offered by Corporate Services to support and help internal employees book resources such as meeting rooms, desks and floor-passes, parking spaces, registering visitors and facilitates the provision of meeting room catering requirements.  The current global system is provided by an external vendor JCI OpenBlue Employee.  The solution provides a web portal, Mapview (for floorplan bookings), an Outlook Plug-in, hardware (panels), a mobile app and integrations to other systems.

It’s an exciting time for Resource Booking with new emerging technologies, workplaces adopting new ways of working and an overarching requirement to deliver the best interfaces and functionality for our internal customers.   

Role Purpose

The Resource Booking Regional Lead will work as part of the Global Resource Booking Team (RBT) which falls under the wider Work Dynamics Technology Enablement (WDTE) team.   The Resource Booking Regional Lead will be responsible for managing Resource Booking solutions within the region for our global client.

Working closely with a small team of a Global Lead (UK based), other Regional Leads (India & US based) and Regional Administrators (Hong Kong SAR and India based), the successful candidate will provide training, guidance, and day-to day management to the Regional Administrators to ensure BAU activity is delivered, improve internal efficiencies and processes, engage with local stakeholders to understand their resource booking needs, work with the client to deliver new initiatives and engage with the vendor to manage system issues, implement new features, upgrades and recommend enhancements.

The ideal candidate will be technically minded, with a strong customer focus.

They will be required to work at pace, to oversee a large BAU delivery pipeline and project manage new initiatives.

Teamwork is essential and its important that the candidate can integrate into the existing team to share best practise and knowledge and work with others on the account to strengthen our existing JLL community.

The role will be based in either the UK or in India (in either Bangalore or Hyderabad) and will report directly to the Global Lead based in the UK. There will be flexibility to work from both an office location and from home.  Occasional weekend working may be required during system outages or upgrades.

What this job involves:

Major responsibilities:

Provide guidance and day to day management to local AdministratorsWork with other Regional Leads based in India and the US to share workload, ideas, projects and manage system issuesOwn the customer relationship, understand requirements, wants and needs of the business / act on feedback / enhance customer experience / find solutionsProject manage new rollouts/initiativesResponsible for Regional pipeline, resource counts & data standardsManage panel requirements gathering and support in the ordering & implementation processEnsure stakeholders understand Reporting options via system reports/JLL DashboardsDeliver guidance, demonstrations, and training to all stakeholdersLiaison with vendor and key partnersComplaint Resolution

Desirable Knowledge & Capabilities:

Technical mindset with the ability to learn and understand vendor system and engage with technical experts.  Existing knowledge of JCI OpenBlue Employee would be beneficial, but not essentialProven examples of project management experienceCommunication - excellent presentation skills (verbal and written); ability to provide system demonstrations, talk about system features and constraints to senior stakeholders and create training collateral for general employeesStrategic thinking - ability to think outside the box to create innovative solutions for our clientClient management – building trust and understanding client needs.  Setting and managing appropriate client expectationsProven examples of providing exceptional and memorable customer experiences at every interactionTeam-building - key stakeholder and collaborators are geographically dispersed. Ability to create team ethos across virtual teams is criticalPeople management skills as day-to-day management of local administrators is requiredReporting – ability to understand our data, JLL Dashboard reports and system reports and discuss outputs with key stakeholders.  Work with JLL BIT to enhance reporting based on client needsDemonstrates continuous improvement of process and procedures

Every day is different, and in all these activities, we’d encourage you to show your ingenuity.

Sound like you? To apply you need to be / have / demonstrate:

Working experience with systemsLogical approach to replicating system issues and testingAn understanding of project management disciplinesDemonstrates diverse and inclusive behavioursA team player with the ability to engage with colleagues across the Resource Booking Team – delivering output as one teamExperienced in working within a complex, corporate, environmentInspire trust, adapt, and learnModerate knowledge of Microsoft Excel, Word and PowerPointAbility to be flexible and calm under pressure during management of system issuesFocus on customers and lead courageously.  Proven ability managing customer complaintsAbility to work autonomously, in virtual teamsInspires and motivates toward new and stretch opportunities, with a proactive mindsetAbility to transfer knowledge and expertise to colleagues that enables and empowers them to grow and developInfluence others, engage and inspire proactive collaboration, communicate effectively and build relationships.Focus on providing relevant solutions to the clients’ challenges, which drive productivity, profitability, client satisfaction or other important business metricsAble to deliver high-quality work in a timely manner, also under time pressureExcellent written and verbal communication skills – able to effectively communicate both with technical experts, JLL management, client, key stakeholders, and vendor partners

Location:

Remote –London, GBR

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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