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Deputy Workplace Experience Lead

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JLL

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Location:
India , Mumbai

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Category:
Real Estate

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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 Global 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.

Job Responsibility:

  • Creates Occupant Delight
  • 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
  • Single Point of Contact for issues resolution & Workspace change within the premises
  • Problem solves & Resets space on the fly
  • Acts as basic “counsel” regarding space needs/options as per Workspace Standards
  • 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
  • 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
  • Assist workspace experience manager in Pro-actively developing and managing 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
  • Report any concerns or patterns in employee feedback periodically to workspace experience manager
  • 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
  • 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
  • Periodically review all reports and feedback to identify trends and bring changes
  • Respond and close all service tickets and feedbacks within defined SLA
  • Plan and execute employee engagement events in line with client expectations
  • Communicate with users by consolidating feedback to ensure expectations are achieved
  • Have periodic connects with all point of contact of different business to understand their perspective of service
  • Work with all related parties on timely delivery of all services
  • To undertake continuous floor inspections ensure cleanliness and maintenance is correct
  • Continuous Improvement implementation
  • Conduct data analysis report when necessary
  • 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
  • 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
  • Oversee office premises and delivery of hospitality services for users

Requirements:

  • Experience of 8+ years in hospitality – hotel & aviation Industry / Coworking spaces
  • Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments
  • Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
  • Strong analytical, organization and administration skills
  • Proficient in MS Office suite
  • An added benefit would be a Bachelor’s degree/ Degree in Hotel Management, business or other related field
  • Excellent communication verbal and written
  • Experience of leading a young millennial team
  • Demonstrates proactive & professional approach to customer service and stakeholder engagement
  • Has a natural hospitality-orientated communications acumen
  • Ability to interact with a wide range of client staff, including senior levels
  • Ability to manage conflict and balance between client and firm requirements
  • Has a customer service oriented attitude
  • Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels
  • Excellent planning & organizational skills to prioritize work and meet tight deadlines
  • Proven ability to manage multiple and complex operational matters on a daily basis
  • Capacity to deal with ambiguity and solve complex problems effectively
  • Analytical, proven ability to solve problems using a quantitative approach
  • Proven ability to employ holistic approaches and looks at long term solutions
  • Natural communicator who enjoys engaging at all levels
  • Creative mindset
  • Self-motivated and confident
  • Exhibits honesty & trustworthiness
  • Open to new ideas & willing to challenge status quo
  • Works well with diverse teams from various countries/cultures

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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