Deputy Workplace Experience Lead Job at JLL (Mumbai)

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

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Deputy Workplace Experience Lead

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