Facility Manager / Workspace Operations Lead

• You will be responsible for managing the service delivery across the site.
• Be accountable for the successful delivery of the building –

• Oversight of vendors including Cleaning, Waste, Pest control etc.
• Ensuring the building is operating correctly, standards are maintained
• Be a proactive communicator with all key stakeholders and influencers within JLL and HSBC
• Own the space within the building ensuring an exceptional and memorable colleague experience is delivered consistently day in and day out to both customers and clients
• Support the strategic vision of the JLL contract journey.
• Liaising with the team and other key stakeholders ensuring they are fully informed about operational updates, processes, and account-wide objectives so that they feel part of the wider account team
• Ensure management data is recorded and submitted via the monthly static operations report (SOR)
• Support the Experience Lead, working with business stakeholders to ensure that a “community feel” is present and visible across the building.
• Champion the Engineering team, supporting them in their day-to-day operations in delivering the agreed 6 non-negotiables: Customer Experience, Community, Workplace, Relationships, Business Insight & CRE Insight
• “Lead the charge” within the team to move services in a digital direction, promoting services to employees and guests: increasing online helpdesk ticket submission, self-check-in, accessing workplace services and information via the JLL workplace app
• Challenge the status quo and be prepared to change processes and procedures to improve building and facilities management.
• Proactive management, through improving speed to execute, hitting planned and reactive SLA’s and increasing customer satisfaction
• Be Safe Aware - Carry out audits and inspections in line with JLL business management systems and standard processes and ensure the actions database is updated on a regular basis.

• Pro-actively develop and manage relevant stakeholder 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

• Ensure the delivery of all operational requirements as per the client scope of works at the Client Site
• Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
• Lead initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
• Drive Client specific initiatives such technology rollouts, benchmarking, best practices etc.
• Ensure site financial operations are meeting or exceeding targets and financial processes as well as controls are always adhered to.
• 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
• Ensure meeting or exceeding SLA/KPI scores Ensuring up to date information on Client’s Property Services SharePoint
• Resolve user's complaints and concerns with solutions and follow up
• Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
• Schedule detailed floor inspections conducted regularly
• Implement service tasks, procedures and policies and measure performance
• Ensure that an effective Work Order system is maintained for rectification of any defective items/services & ensure that these are addressed in a timely manner
• Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
• Coordinate churn work and minor project works requested by users
• Implement and manage the change control process
• Report building incident following with set escalation channels with measures and solutions
• Manage Vendor Contract database to ensure they are up to date at all times
• Manage vendor procurement processes and ensure timely contract execution, negotiation, including preparation of tender documentation and preparation of contracts in accordance with agreed guidelines
• Generate reports and conduct presentations as per the service delivery requirements and overall account management.

• English speaking
• The ability to learn technical skills quickly and at the right level to lead a team of technical experts
• Able to bring clarity, perspective, and oversight to account teams
• Able to demonstrate strong presentation, interaction, and written & verbal communication skills with a wide range of clients and stakeholders
• Strong PC literacy and proven ability to manage daily activities using various systems

• French speaking
• A highlight self-motivated individual and able to anticipate customer’s needs
• Able to demonstrate a proven track record of leading and inspiring teams within a fast-paced service delivery environment, with the acumen to manage performance of the delivery team
• Experienced in client relationship management
• Able to demonstrate previous experience of identifying and improving customer experience through collaboration with key stakeholders
• Experience in managing a P&L and budgets through financial analysis skills
• Experience in identifying and implementing continuous improvement initiatives
• Knowledge of vendor management for specialized services
• Proven capacity to understand and interpret commercial contracts.

Jones Lang LaSalle