Workplace Experience Leader

3 months ago

Berkshire, United Kingdom JLL Full time

JLL supports the Whole You, personally and professionally.

Job Title
Workplace Experience Manager
Line Manager
Senior Facility Manager UK South
Number of Subordinates
3 - Customer Services Manager (2x), Facilities Coordinator.

Job Summary/Goals
Responsible for leading the delivery of all Non-Technical FM services and annual projects to the Client at their Reading Site for which you are accountable. Deliver these services with the goal to ensure highest satisfaction and make a change in a way that optimal Human Experience is achieved. In this capacity there are 6 major activities for which you are accountable:
People Management - develop and sustain a high quality well motivated team
Client Management - ensure that on site Clients expectations are met
Contracts Management - ensure that all contracts are professionally delivered
Finance Management - ensure that the site’s financial operations are meeting targets and control requirements
Health and Safety Management - ensuring the provision of a safe working environment
Human Experience/ Hospitality management - implementing Industry Best Practice operations and own initiatives.

Essential

**Responsibilities**:
People Management
Provide leadership for site FM team
Mentor & enable training & development of team members
Identify and fill staffing needs
Nurture an environment conducive to good teamwork and co-operation among colleagues

Client Management
Strive to “delight” the Client in all aspects of service delivery
Interact on a regular basis with the appropriate Client C&SS Manager and on-site client personnel to discuss ongoing service delivery and forward planning

Contracts Management
Ensure that all contracts at the site are delivering the required service at the correct cost
Work with Regional and Global Purchasing to implement Regional/Global sourcing strategies

Finance Management
Ensure that the site meets all financial targets and control requirements Provide standard monthly/quarterly/annual reporting and management reports as required Deliver Savings within or above the given targets.

Health and Safety Management
Ensure that the site meets all legal and Client required H&S regulations Ensure that all Jones Lang LaSalle staff are working in compliance with H&S regulations

Human Experience/ Hospitality Management
Deliver best in class Human Experience for end users.
Deliver services as defined in the relevant Schedules of the Master Agreement ensuring the implementation and compliance with Best Practice procedures
Report critical & key performance measurements & achieve targets
Ensure that Account Management is informed immediately of any Critical Performance incidents on site
Complete all required audits and CSA’S and achieve targets
Provide appropriate monthly/quarterly/annual reporting and management reports as required
Maintain sound management relationships with any third-party tenants &/or property owners as appropriate.
Provide a responsive and pro-active service via seamless interface with all involved parties
Understand all aspects of any lease/licences that may impact the operation of the property.
Work with Client and Manager to develop and implement improved/new processes that improve service to the client and /or reduce cost.
Act as single point of contact for the management of any projects on site

Additional

**Responsibilities**:
Work together with other JLL business lines like transaction business, project management, IPS etc.
Networking with the clients GBS organization and the local Client management
Support new business opportunities of JLL
Support bidding processes of the central JLL IFM team in London for new IFM clients

Key Performance Measures
Staff Satisfaction Survey
KPIs/Master Agreement Reporting requirements
CSA/Audit scores/ Scorecards
Implementation of Best Practice
Agreed cost savings initiatives
Budgets/forecast accuracy
EHS & Compliance Audits
Client Surveys (as defined in Master Agreement)
Contracts SLA’S

**Skills**:Command Skills - for coordinating all additional efforts;
Customer Focus - for best Workplace Experience for users;
Negotiating skills - for negotiating with business and suppliers for the best solution;
Priority Setting - Set right priority also in cooperation with your manager;
Problem Solving;
Drive for Results;
Human Experience - Ability to proactively manage day to day business with great Human experience as an outcome of understanding of the client needs.

Competencies
Patience
Stress resistant
Up to date on the latest developments in the FM industry
Helpful
Empathic
A desire to learn
Strong team player

Experience
Minimum 5 years of experience in a (Facilities related) Management position in a high demanding and international customer environment.
Proven track record of Human Experience improvement and engagement.

**Qualifications**:
Bachelor’s degree Facilities Manager or equivalent.

Diversity and equality of opportunity should be the central principle of your selection proc

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