Job Description

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 91,000 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.
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!
Community Manager
Work Dynamics
ROLE AND RESPONSIBILITIES
OVERALL ROLE
This position is responsible for creating "Delight" by breeding a Customer-Centric Experience for the Guest within their assigned portfolio, with the focus on providing outstanding Experience in the Workplace.
This candidate will have a deep understanding of the Workplace and the Surrounding areas and become the single point of contact for daily Workplace needs on the office floors and a counsel to the Guests present.
The role acts as an embedded point of contact for the Morgan Stanley Corporate Services team regarding Workplace 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 Workplace Team of the future
Creates Occupant Delight
Has a natural hospitality-orientated communications acumen
Embedded "Go To" trusted Workplace partner fostering all-level relationships
Understands business traits/ cadence/ needs
Deep Workplace & Surrounding area knowledge
Shares observations regarding any misalignment to nudge behaviours (incl. data from Workplace Delivery team)
Single Point of Contact for issues resolution & workplace change within space
Problem solves & Resets space on the fly
Acts as basic "counsel" regarding space needs/options as per Workplace Standards
Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
Develop an active and visible Workplace Experience Team
Be part of a highly proactive, responsive, dynamic and agile team
Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
Responsible for managing Repair & Maintenance services, materials, equipment's and fixtures
Monitor service providers performance to ensure contractual obligations are met and exceeded
Liaise between dining team & facilities for event setup logistics
Liaise between vendors and users for scheduling work date for managing client's expectations
Ensure scheduled / ad hoc maintenance work is completed with quality
Engage floor user by conducting data analysis
Escalate facilities issues to management team when necessary
Consolidate feedback to management team regularly for ongoing improvement implementation
Participate in ad-hoc projects when required
I am a Community Ambassador
I own my floor/s and take personal responsibility for everyone and everything on my floor/s
If the water in the water dispenser is low, I top it up I don't need to call dining team, I am empowered, I am trained to do some F&B tasks. I am the doer of everything on the floor. If there are coffee marks on pantry table, I clean it by myself immediately and do not need to wait for cleaning lady. I am the doer of everything on the floor
I know each person by name, what they do and what community they belong too. If a new person commences, I greet them and help them settle into their new working environment
If something needs repairing, I arrange it with my colleagues in facilities and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out
I am mobile, I do not have a fixed workstation, I don't need one as I am always on the floor with my community. I have a Virtual Desktop to communicate with and log tickets when required
You will mostly find me in the community lounge helping with services with the tea lady, mingling with community members and also ensuring everything is available, cups / glasses etc. are ready for use, and generally everything is clean and tidy
I report to the S.E.A Workplace Experience Lead who ensures I have all the backup I need
I work with F&B team when there are event host on my floor to ensure the venue is clean and tidy before/after event
By observing behaviour of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment
Client/Stakeholder Management (in support of the SEA Workplace Experience Lead)
Pro-actively develop and manage Client 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
Actively recover feedback from the end user
Leadership / Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Proactively manage the team to deliver Delight
Develop 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 relationships
Responsible and accountable for all service request
Ensure service deliverables are met with SLA and KPI
Work with all related parties on timely delivery of all services
Be responsible for all clients within designated area
Problem solves & Resets space on the fly
When necessary raise risks to Workplace Location Lead for further investigation
Embedded "Go To" trusted Workplace partner fostering all-level relationships
To undertake continuous floor inspections, ensure cleanliness and maintenance is correct
Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
Continuous Improvement implementation
Single Point of Contact for issues resolution & workplace change within space
Conduct data analysis report when necessary
Be the JLL face of 'WE' program in the workplace and within the team
Acts as basic "counsel" regarding space needs/options as per Workplace Standards
Ensure the delivery of all operational requirements as per the client scope of works across site
Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
Drive 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 procedures
Ensure data integrity of all systems across the Region and perform audits from time to time
Ensure meeting or exceeding SLA/KPI scores
Generate reports and conduct presentations as per the service delivery requirements and overall account management
Handling helpdesk service request from users via telephone or email correspondence
Responsible for managing Repair & Maintenance services, materials, equipment's and fixtures
Oversee office premises and delivery of hospitality services for users
Provide administrative support of issuing work order to vendors
Coordinate with vendors to ensure facilities services are delivered on a timely manner
Liaise between dining team & facilities for event setup logistics
Communicate with users by consolidating feedback to ensure expectations are achieved
Escalate facilities issues to management team when necessary
Participate in ad-hoc events/projects when required
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
Strong analytical, organization and administration skills
An added benefit would be a Bachelor's degree in facilities management, building, business or other related field; however, this is not a must.
Fluent in English
5 - 10 years' experience - Hospitality / Flight Attendant / Events Management / Serviced Office
Must be customer focused and be proactive in establishing customer relationships
Proven ability to function effectively as part of a team
Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments
Ability to effectively communicate and interact with all levels of people
Critical Competencies for Success (with corresponding 'I am JLL behaviours')
Client Focus & Relationship Management - 'I Value my Customers'
Demonstrates proactive & professional approach to customer service and stakeholder engagement
Has a natural hospitality-orientated communications acumen
Ability to interact with a wide range of client staff, including senior levels
Ability to manage conflict and balance between client and firm requirements
Has 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 deadlines
Proven 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 effectively
Analytical, proven ability to solve problems using a quantitative approach
Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
Natural communicator who enjoys engaging at all levels
Self-motivated and confident
Exhibits honesty & trustworthiness
Open to new ideas & willing to challenge status quo
Works well with diverse teams from various countries/cultures
KEY STAKEHOLDERS
Management Staff
Client Representatives
Client Occupants / End-users
Vendor Staff
DIRECT REPORTS
TBC
INDIRECT REPORTS
TBC
REPORTING TO
SEA Workplace Experience Lead
What you can expect from us
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
We can't wait to see where your ambitions take you at JLL. Apply today!