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Lead all workplace experience, soft services/events, reception, and helpdesk functions at The Client at Powai Mumbai, reporting to Facility Manager and managing a team including Assistant Manager – Soft Services/Events and Helpdesk.
Job Responsibility:
Ensure operational excellence in reception, meeting/event setup, hospitality, mailroom, and helpdesk services as per contract and brand standards
Design and implement SOPs, programs, and playbooks to drive safety, quality, and positive client and employee experiences
Supervise, train, and motivate direct reports with a focus on service delivery, grooming, compliance, and stakeholder engagement
Collaborate with 3rd party vendors, event partners, and catering for seamless service delivery and process improvements
Track, analyze, and report on employee/visitor feedback and service metrics
respond to escalations and ensure timely closure of all helpdesk requests
Facilitate client meetings, feedback sessions, and workshops to continuously enhance experience and promote innovation
Maintain audit-ready documentation for all service activities, events, feedback, and compliance matters
Stay current with workplace technology and market trends
support digital tool adoption and process efficiency
Partner with The Client at Powai and JLL teams to deliver solutions that boost engagement, productivity, and workplace satisfaction
Foster a culture of hospitality, accountability, and continuous improvement
Requirements:
Bachelor’s degree
5+ years’ experience in workplace, hospitality, or facilities operations with management responsibility
Strong people leadership, organization, and client communication skills
Vendor management and ability to drive technology/process adoption