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.

Overall Role

The Site Lead will be part of the wider Workplace Experience Community and is responsible for leading the team in forging a lasting, open and collaborative relationship with clients through the delivery of a unique and authentic experience.

You will be involved in the implementation of all internal & external communication strategies and events management in collaboration with client’s leadership to drive a purposeful fusion of life and work based on authentic human experiences.

Duties & Responsibilities

Client Engagement

·       Create a fun and impactful client engagement strategy

·       Engage with all guests, employees and key stakeholders

·       Embed in the FM team a culture of empowerment, engagement and fulfilment

·       Work with relevant parties on space management through data analytics

·       Develop client support/feedback initiatives e.g. FAQ

·       Build a community of ambassadors to delivery soft services that are authentic, caring and able to provide timely services

Communication

·       Lead the development and implementation of all internal communication strategies in collaboration with client's leadership with a focus on improving culture and employee engagement.

·       Liaison with JLL team and client on soft service delivery

·       Share regular event and celebrations content through client's internal monitors, blog posts, newsletters and other communication channels.

·       Create, manage JLL profile within the client account

·       Adopt innovative communication strategies

·       Champion monthly meetings with stakeholders to enhance relationships

Facilities Operations

·       Manage & oversee office services (Soft & Hard) as part of the scope delivered workplace office

·       Implement a Preventive and Planned Maintenance programme to minimise maintenance, repair, and replacement costs together with minimising the risk of equipment failure.

·       Ensure all technology platform are working as per its intent purpose and analytics are carried on a timely manner to ensure proactive response.

·       Review operational SOP's & propose / make changes as part of continuous improvement

·       Manage minor projects / Churn in the office

·       Manage vendor relationships and service level agreements to ensure consistent, high-quality service delivery

·       Coordinate and monitor performance of services managed under the Managing Agent arrangement, including UPS, fire suppression systems (Novec), iBMS (EMS), door access systems, printers, coffee supply, and confidential waste disposal

·       Able to liaise with any local / government agencies as part of operations

·       Able to liaise with Landlord on lease management and contractual services delivered

·       Preparation of Budgetary and Actual Expenditures on a monthly basis

·       Ensure compliance with health, safety, and regulatory requirements while maintaining operational standards

·       Lead sustainability initiatives and energy management programs to reduce environmental impact

Client Partnership & Stakeholder Management

·       Build strong relationships with client's executives, department heads, and key stakeholders across the organization

·       Conduct regular business reviews and stakeholder meetings to assess performance and identify improvement opportunities

·       Develop client-focused service delivery models that exceed expectations and drive satisfaction

·       Collaborate on workplace strategy initiatives that support business transformation and growth objectives

·       Ensure seamless communication and transparency regarding operational matters, projects, and financial performance

·       Act as primary escalation point for complex facilities and workplace experience issues

Team Leadership & Development

·       Lead and inspire a diverse team of facilities professionals, coordinators, and support staff

·       Establish performance standards, conduct evaluations, and develop career advancement plans for team members

·       Foster a customer-service oriented culture focused on excellence and continuous improvement

·       Provide training and development opportunities to enhance team capabilities and service delivery

·       Promote safety culture and ensure team compliance with all safety protocols and procedures

·       Build collaborative relationships across JLL service lines and client's internal teams

Innovation & Future Planning

·       Research and evaluate emerging workplace technologies, trends, and best practices

·       Develop strategic recommendations for office improvements, technology upgrades, and service enhancements

·       Lead pilot programs and innovation initiatives to test new concepts and solutions

·       Create long-term facilities and workplace experience roadmaps aligned with client's strategic vision

·       Benchmark performance against industry standards and implement best-in-class practices

·       Support real estate portfolio decisions through data analysis and strategic insights

Reporting & Analytics

·       Prepare monthly operational reports covering service performance, employee satisfaction, and vendor management

·       Analyze workplace utilization data, employee satisfaction scores, and operational KPIs to drive decision-making

·       Support quarterly business reviews with Account Director showcasing achievements, challenges, and strategic recommendations to client's leadership

·       Maintain accurate documentation of all operational procedures, vendor agreements, and compliance requirements

·       Collaborate with Account Director and client leadership to establish and monitor performance-based metrics and KPIs aligned with service level expectations

Transforming to the Workplace Team of the Future

·       Introduce technology and digital platforms to enable Workplace team to be mobile and present on the occupant floors

·       Adopt the account's new and innovative methods that can support the digitalisation of the workplace through automation, sensors, touchless technology, and new applications

·       Develop an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile related matters.

Event Management

·       Formulate a monthly calendar of events and implementation plan

·       Build and maintain Standard Operating Procedures

·       Support facilities and manage all event's details such as decor, catering, entertainment, transportation, location, invitee list, special guests, equipment, promotional material etc.

·       Providing outstanding customer service and organize memorable events that exceeds client expectations

·       Propose ideas to improve event and service quality

·       Develop an event planning process that is simple to adopt and implement

·       Assist in the coordination of event orders with client, team and vendors

·       Develop and manage the vendor network

Food & Beverage Program Management

·       Manage daily breakfast catering program including menu planning, employee feedback collection, quality control, and coordination with catering partner for setup and service delivery

·       Conduct monthly menu rotation reviews informed by employee satisfaction surveys to prevent menu fatigue and ensure variety

·       Oversee barista service operations and ensure consistent quality standards for coffee and beverage service

·       Oversee daily preparation of fresh fruit cups/platters by pantry staff, including procurement management and quality assurance

·       Manage pantry supplies procurement and inventory to ensure adequate stock levels while minimizing waste

·       Ensure all F&B operations comply with food safety regulations and hygiene standards

Candidate Specification

Experience

o   More than 5 years’ FM experience in the hospitality and/or real estate industry

o   Portfolio of previously managed office events, soft and hard services.

o   Excellent time management and communication skills

o   Ability to manage multiple projects independently

o   MS Office proficiency

Task Skills

o   Project management.

o   Planning and organizing.

o   Strong social media literacy

o   Customer relationship management

Personal Skills

o   Strong communications and customer focus skills with the ability to interface and relate to the different stakeholders in the organization

o   Confident, friendly & engaging

o   Strong drive and persistence to achieve results

o   Creative thinking with an open mind that is balanced by a strong sense of realism and practicality

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.