JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

ROLE AND RESPONSIBILITIES

OVERALL ROLE

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 JPMC 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.

MAJOR RESPONSIBILITIES

Transforming to the Workspace Team of the future

Creates Occupant DelightHas a natural hospitality-orientated communications acumenEmbedded “Go To” trusted Workspace partner fostering all-level relationshipsUnderstands business traits/ cadence/ needsDeep Workspace & Surrounding area knowledgeShares observations regarding any misalignment to nudge behaviours (incl. data from Workspace Delivery team)Single Point of Contact for issues resolution & Workspace change within the premisesProblem solves & Resets space on the flyActs as basic “counsel” regarding space needs/options as per Workspace StandardsBe part of a highly proactive, responsive, dynamic and agile teamEstablish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requestsEscalate facilities issues to management team when necessaryConsolidate feedback to management team regularly for ongoing improvement implementationParticipate in ad-hoc projects when required

Client/Stakeholder Management

Assist workspace experience manager in Pro-actively developing and managing Client relationships ensuring that expected service levels are achievedComply with all requirements of the Client contract and meet or exceed Key Performance IndicatorsDeliver an exceptional quality of service to the Client, as reflected by Client feedbackActively recover feedback from the end userReport any concerns or patterns in employee feedback periodically to workspace experience manager

Leadership / Staff Management

Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal successProactively manage the team to deliver DelightDevelop 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

Operations Management

Must be customer focused and be proactive in establishing customer relationshipsResponsible and accountable for all service requestEnsure service deliverables are met with SLA and KPIPeriodically review all reports and feedback to identify trends and bring changesRespond and close all service tickets and feedbacks within defined SLAPlan and execute employee engagement events in line with client expectationsCommunicate with users by consolidating feedback to ensure expectations are achievedEscalate facilities issues to management team when necessaryHave periodic connects with all point of contact  of different business to understand their perspective of serviceWork with all related parties on timely delivery of all servicesTo undertake continuous floor inspections ensure cleanliness and maintenance is correctEstablish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requestsContinuous Improvement implementationConduct data analysis report when necessaryEnsure the delivery of all operational requirements as per the client scope of works across siteDevelop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistencyDrive 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 proceduresEnsure data integrity of all systems across the Region and perform audits from time to timeOversee office premises and delivery of hospitality services for usersParticipate in ad-hoc projects when required

CANDIDATE SPECIFICATION:  KEY SELECTION CRITERIA

Ideal Experience

Experience of 8 + years in hospitality – hotel & aviation Industry / Coworking spacesProven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendmentsAble to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirementsStrong analytical, organization and administration skillsProficient in MS Office suiteAn 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

Critical Competencies for Success (with corresponding ‘I am JLL behaviors')

Client Focus & Relationship Management – ‘I Value my Customers’

Demonstrates proactive & professional approach to customer service and stakeholder engagementHas a natural hospitality-orientated communications acumenAbility to interact with a wide range of client staff, including senior levelsAbility to manage conflict and balance between client and firm requirementsHas a customer service oriented attitude

People Management and Team Leadership – ‘I am a Team Player’

Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Program Management & Organizational Skills – ‘I am Proactive’

Excellent planning & organizational skills to prioritize work and meet tight deadlinesProven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking – ‘I am Innovative’

Capacity to deal with ambiguity and solve complex problems effectivelyAnalytical, proven ability to solve problems using a quantitative approachProven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

Natural communicator who enjoys engaging at all levelsCreative mindsetSelf-motivated and confidentExhibits honesty & trustworthinessOpen to new ideas & willing to challenge status quoWorks well with diverse teams from various countries/cultures

KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff

Location:

On-site –Mumbai, MH

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

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