Senior Workplace Experience Manager

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Sr. Workplace Experience Manager

What’s your ambition? Is it a big goal or small steps? Professional or personal? We’d like to know because at JLL, we make your ambitions our business.
And if you have ambitions in Workplace Experience, join us to be inspired by the best.

What this job involves: Sr. Workplace Experience Manager will be responsible for managing all aspects of the facility management service delivery system in ; primarily Asset Management and Operations. In this capacity, the Workplace Experience Manager is accountable for the achievement of the Management Plan and all key performance indicators including responsibility for managing the capital and expense budgets, short and long-term regional projects, operations and maintenance, interface with senior managers in client facility team and business units, coordination with other key managers within alliance partner organizations and customer satisfaction. Also, supporting the Regional Head for the smooth operation.

Responsibilities

Facility Operations
To ensure Facility Maintenance and Upkeep on an ongoing activity
To act as a single point of contact for the designated facility for all FM escalations.
Ensure Upkeep Schedule and Execution as per the schedules
Direction of daily/Weekly work at site to the staff
Ensure Cafeteria Management related to hygiene and food safety
Follow Building Inspection Plan as per the process
Govern Daily Walk around and Snag Closures
Manage Engineering Operations as per the defined SOW’s and SOPs and to ensure 100% uptime of all equipment’s present in the facility
Ensure Environment, Health and Safety practices
Managing Client/VVIP Visits and Walkthroughs
Managing Govt. Official Visitors
Delivering and adhering to the agreed KPI and SLAs
Ensure Incidents are managed and communicated as per the escalation matrix
To Ensure Builders Co-ordination on their deliverables
To ensure Preventive and Breakdown Maintenance (52 Weeks Planner) are adhered
Attending to Adhoc Requirements and to assist operations manager and leads in all F&S related internal audits and business specific external audits
Manage IC Requests within the TAT
§ Ensure Asset Management - Bonded and Non-bonded
§ Ensure Stores Management
§ Co-ordination with CP Team on Seat Planning
§ Project Movement (Deals) - Co-ordination
§ Supervision of Functional Areas - Reception, Helpdesk, Mailroom, Key room, BMS, Time Office, Cloak Room, Wellness, Gym, Recreation, IRC, Projector Management etc.
§ Transport Operations - Co-ordination /Events - Co-ordination /Logistics - Co-ordination
§ Govern Scrap and Waste Management
§ Conduct R&R Programs
§ Follow Business Continuity Management process
§ Ensure BGC for Direct and TPV Staff
§ Perform Daily/Weekly/Monthly checks
§ Ensure Drop Ins and Additional Power Loads are handled as per process
§ Use of Technology Tools and Operations
§ Co-ordinate - Expansions, Go Lives and Decommissioning
§ Fact Finding of abnormalities
§ Conduct Facility Risk Assessment and Mitigation
§ Perform Facility Access Management - Level 2 and Level 3 areas
§ Operational requirement approvals - Photography, space blocking, Bay decoration etc.
§ Mailer Communication for all major events/activities. Fire Drill, Shutdown, Food Festivals, Major Breakdowns
§ Should have complete knowledge & functionality e.Fit tools (VMT, IMT, Site Ops. Site Inspection tool), BGC and work permit tool.

Facility Reports
§ Ensure Daily/Weekly/Monthly Reports are sent as per timelines
§ CRM Dash Boards are sent as per timelines
§ Fire Drill Reports are sent as per timelines

Service Partner - Vendor Management
§ Ensure Vendor Partner Deliverables
§ Ensure Monthly Performance Review and Scoring
§ Ensure Service Partner Induction and Termination as per process

Estate Management
§ Ensure monthly meeting with the builder is conducted to discuss on the issues/concerns followed with closures
§ Ensure building services are executed by the builder as agreed in the contract
§ Ensure all open points under builder SCOPE is closed with necessary action
§ Ensure submission of rental/utility invoices on time by the builder and track for payment process
§ Co-ordinate with builder on necessary action during the annual shutdown activity
§ Initiation and tracking of ad-hoc special requests / seeking support of RE teams to resolve builder issues

Compliance
§ Ensure Building Statutory Compliance
§ Ensure CLRA is adhered
§ Ensure coordination on Cafeteria Compliance is adhered

Finance and Procurement
§ Ensure Office Services, R&M, Capex and Special Budgets are managed effectively
§ Ensure Projections are done accurately
§ Follow up for the Purchase Orders and timely completion of the work
§ Ensure Governance Score and Work Completion within TAT
§ Ensure Invoicing is done within the timelines
§ Ensure Utilities - Projection to Invoicing are done with the timelines
§ Ensure Petty Cash Management is done accurately
§ Ensure Non-PO Approvals are managed effectively

Mock Drills
§ Ensure Fire Drills are conducted as per the calendar
§ Ensure Wellness Mock Drill are conducted as per the schedule
§ Ensure CCR Mock Drill are conducted as per the schedule
§ Ensure BCP Mock Drill are conducted as per the schedule

Training & Development
§ Ensure Direct Staff Training & Development
§ Ensure TPV Staff On-boarding and Training
§ Ensure Cafe Staff Training and other vendor partners
§ Ensure Floor Warden Training prior to Fire Drill
§ Ensure TPV Fire Safety Training prior to Fire Drill

Connect Programs
§ Ensure Focus Meetings/Bay Connects are conducted as per the calendar
§ Ensure Workplace Connects are conducted as per the calendar
§ Participate in Workplace Town Halls and provide quality inputs
§ Ensure Stake Holder Connects (BU, CRM, SDL,WL Etc)
§ Ensure VOC's and CCP Survey Closures

Internal Review Programs
§ Ensure Weekly Reviews - Zonal Call/Growth and Consolidation Calls
§ Ensure Monthly Management Reviews are conducted as per schedule
§ Participate in Ops Reviews and provide quality inputs
§ Provide quality inputs for Quarterly Business Reviews
§ Provide quality inputs for Half Yearly Business Reviews

Internal & External Audits
§ To ensure support to management in ISO certifications by training and implementing ISO down the line.
§ Ensure Audit Preparations
§ Ensure Audit Participation
§ Ensure Audit Observation are closed and CAPA is done

Management Responsibilities
§ Provide leadership to the facilities management team
§ Demonstrate leadership & responsiveness and creativity
§ Understand the FM scope and in consultations with JLL City Manager or facility manager – develop specific processes & procedures to reduce cost & improve client satisfaction
§ Accomplish at least 95% Key Performance Indicators as agreed with
§ Coordinate with City Manager / Operations Manager on the goal setting, performance reviews, and career development plan, HR related issues for facilities management team.
§ Assist City Manager in developing & implementing the facilities management account plan for the facility
§ Identify training needs for all subordinates
§ Nominate team members (Facilities & Engg.) for training conducted internally and JLL corporate team
§ Conduct 2 CEM (Critical Environment Management) Audit in a year for other facilities.
§ Participate and motivate in process improvement initiatives. Participate in CIWG.
§ On time reporting of incidents in the facility.
§ More accountable for any issues/escalation in the facility

Knowledge, Skills, and Abilities

Communication skills

Planning and organizational skills

Negotiation skills

Problem analysis

Decision-making

Judgment

Client service orientation

Adaptability

Team work

Presentation skills

Computer Knowledge

Technical knowledge of building services

Innovative approach at work

Sound like the job you’re looking for? Before you apply, it’s also worth knowing what we are looking for:
Education and experience

Industry Type : FM Services, Hotel, Projects, Construction

Overall Experience: 10 – 12 years

Industry Experience: 8 – 10 years

Technical Skills: Building Services

Generic Skills : Leadership, Communication, Vendor/people management

Behaviors : Teamwork, Learning attitude & Positive thinking

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.