Professional, Facilities Management

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Workplace Experience Lead- Work Dynamics

What this job involves: ROLE AND RESPONSIBILITIES

Job Summary

Workplace Experience Lead will be the forefront of driving the workplace experience programs for the account. Would need to drive the workspace experience team to front end all employee engagement activities and be the POC for all employee queries/requests.

OVERALL ROLE

This position is responsible for creating “Delight” by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in the Workspace.

This candidate will have a deep understanding of the Workspace and the Surrounding areas and become the single point of contact for daily Workspace needs on the office floors and a counsel to the Guests present.

The role acts as an embedded point of contact for the IBM Regional & Local Real Estate (“GRE”) team regarding Workspace activities at a Site level and supports account initiatives by driving consistent implementation and delivery through nudge behaviours.

A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.

MAJOR RESPONSIBILITIES

Transforming to the Workspace Team of the future

Creates Occupant Delight

Has a natural hospitality-orientated communications acumen

Embedded “Go To” trusted Workspace partner fostering all-level relationships

Understands business traits/ cadence/ needs

Deep Workspace & Surrounding area knowledge

Shares observations regarding any misalignment to nudge behaviours (incl. data from Workspace Delivery team)

Single Point of Contact for issues resolution & Workspace change within space

Problem solves & Resets space on the fly

Acts as basic “counsel” regarding space needs/options as per Workspace Standards

Introduce technology and digital platforms to enable Workspace Experience team to be mobile and present on the occupant floors

Develop an active and visible Workspace Experience Team

Be part of a highly proactive, responsive, dynamic and agile team

Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests

Liaise between amenities team & facilities for event setup logistics

Engage floor user by conducting data analysis

Escalate facilities issues to management team when necessary

Consolidate feedback to management team regularly for ongoing improvement implementation

Participate in ad-hoc projects when required

I am a Community Ambassador

I own my site and take personal responsibility for everyone and everything on my floor/s

I know each person by name, what they do and what community they belong too. If a new person commences, I greet them and help them settle into their new working environment

If something needs repairing, I arrange it with my colleagues in facilities and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out

I am mobile, I do not have a work station, I don’t need one as I am always on the floor with my community.

You will mostly find me in the community lounge mingling with community members and also ensuring everything is available, cups / glasses etc. are ready for use, and generally everything is clean and tidy

I work with amenities team when there are event host on my floor to ensure the venue is clean and tidy before/after event

By observing behaviour of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment

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

Must be customer focused and be proactive in establishing customer relationships

Responsible and accountable for all service request

Ensure service deliverables are met with SLA and KPI

Work with all related parties on timely delivery of all services

Be responsible for all clients within designated area

When necessary raise risks to Workspace Location Lead for further investigation

Embedded “Go To” trusted Workspace partner fostering all-level relationships

To undertake continuous floor inspections ensure cleanliness and maintenance is correct

Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests

Continuous Improvement implementation

Single Point of Contact for issues resolution & Workspace change within space

Conduct data analysis report when necessary

Be the JLL face of ‘WE’ program in the Workspace and within the team

Acts as basic “counsel” regarding space needs/options as per Workspace Standards

Ensure the delivery of all operational requirements as per the client scope of works across site

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

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

Generate reports and conduct presentations as per the service delivery requirements and overall account management

Handling helpdesk service request from users via telephone or email correspondence

Oversee office premises and delivery of hospitality services for users

Provide administrative support of issuing work order to vendors as and when required

Liaise between amenities team & facilities for event setup logistics

Communicate with users by consolidating feedback to ensure expectations are achieved

Participate in ad-hoc projects when required

Sound like you? To apply, you need to be:

Ideal Experience

Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements

Strong analytical, organization and administration skills

An added benefit would be a Bachelor’s degree/ Degree in Hotel Management, business or other related field;

Excellent comm