Workplace Experience Assistant Manager

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Workplace Experience Assistant Manager

Position Overview

The Workplace Experience Assistant Manager serves as a strategic operational leader,

overseeing and elevating workplace services delivery to achieve exceptional occupant and

guest experiences. This role combines hands-on operational management with team

leadership, ensuring consistent service excellence through detailed oversight, proactive

problem-solving, and continuous improvement initiatives. The position requires a serviceminded professional who can balance operational efficiency with the human-centered

approach needed to create workplace environments that truly delight users.

Key Responsibilities

Team Leadership & Development

Lead, mentor, and develop Workplace Experience Enablers, providing coaching,

performance feedback, and professional growth opportunities

Establish clear performance expectations and conduct regular team assessments

aligned with Individual Performance Management criteria

Foster a culture of service excellence, attention to detail, and continuous learning

within the workplace services team

Coordinate team schedules, workload distribution, and coverage to ensure

seamless service delivery across all operating hours

Support team members in resolving complex occupant requests and challenging

operational situations

Operational Excellence Management

Oversee daily workplace operations to ensure "works every time" reliability across

all service touchpoints

Monitor and audit compliance with Standard Operating Procedures (SOPs) and

Service Level Agreements (SLAs) across all workplace services

Conduct regular quality assessments and spot-checks of both internal team

performance and vendor service delivery

Implement and manage change control processes, ensuring all modifications are

properly documented and communicated

Oversee Clear Deck policy enforcement, lost property processes, and

comprehensive reporting to Workplace Experience teams for stakeholder

communication

Vendor Management & Contract Oversight

Manage relationships with multiple service providers, ensuring contractual

obligations are consistently met

Evaluate vendor performance against established KPIs and SLAs, implementing

corrective actions when necessary

Coordinate vendor activities to minimize disruption to occupants while maintaining

service quality standards

Review and assess operational and technical site requirements to ensure contracts

provide necessary supplies and services

Negotiate service improvements and cost optimizations within established

procurement guidelines

Strategic Operations & Continuous Improvement

Analyze operational data and performance metrics to identify trends, opportunities,

and areas for enhancement

Develop and implement process improvements that enhance efficiency while

maintaining or improving service quality

Lead cost optimization initiatives with a value-driven mindset, balancing budget

consciousness with service excellence

Prepare comprehensive risk assessments for self-delivered services and ensure

appropriate mitigation strategies

Maintain current and accurate information within Client Property Services

SharePoint systems

Emergency Response & Critical Incident Management

Serve as escalation point for after-hours critical issues and emergency situations

Lead incident response coordination, ensuring proper documentation,

communication, and follow-up actions

Establish and maintain emergency protocols, ensuring team readiness for various

scenarios

Report building incidents through established escalation channels with appropriate

measures and solutions

Coordinate with security, facilities, and other stakeholders during emergency

situations

Customer Experience & Stakeholder Communication

Resolve complex occupant complaints and concerns, ensuring satisfactory

outcomes and proper follow-up

Maintain proactive communication with Workplace Experience Site Leads regarding

operational performance, risks, and opportunities

Collaborate with Lines of Business (LOBs) to understand evolving workplace needs

and adjust service delivery accordingly

Champion the customer delight philosophy, ensuring all team interactions reflect

JLL's commitment to exceptional service

Conduct regular occupant feedback sessions and implement improvements based

on user input

Required Qualifications

Education & Experience

Bachelor's degree in Hospitality Management, Business Administration, Facilities

Management, or related field

Minimum 3-5 years of progressive experience in hospitality, facilities management,

or workplace services

At least 2 years of team leadership or supervisory experience, preferably in serviceoriented environments

Demonstrated experience managing vendor relationships and service contracts

Core Competencies

Exceptional verbal and written communication skills with ability to interact

professionally with all organizational levels

Proven ability to lead teams, manage performance, and develop talent in fast-paced

service environments

Experience with workplace technology systems, reporting tools, and data analysis

Personal Attributes

Service excellence mindset with genuine commitment to creating positive

workplace experiences

Adaptable and open to new ideas with willingness to challenge existing processes

for improvement

Strong organizational skills with ability to manage multiple priorities and competing

demands

Proactive approach to identifying and addressing potential issues before they

impact occupant experience

This role offers the opportunity to shape workplace experiences that directly impact

thousands of occupants daily, while building and leading a high-performing team

dedicated to service excellence and continuous improvement.

Location:

On-site –Hyderabad, TS

Scheduled Weekly Hours:

48

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.

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