Job Description

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.



ROLE AND RESPONSIBILITIES



OVERALL ROLE



This role oversees the end-to-end occupant and guest experience within the assigned portfolio of Singapore and Kuala Lumpur. The primary objective is to deliver an exceptional workplace experience by prioritizing human-centric, engagement-focused activities. Responsibilities include managing teams, site operations, service contracts, sourcing, procurement, and financial decisions--all aimed at achieving operational excellence while ensuring safe working practices in all aspects.



This role serves as the primary liaison between the SEA client and the JLL Workplace team for workplace activities at the country level in Singapore and Kuala Lumpur. It supports account initiatives by ensuring consistent implementation of operational excellence and service delivery. A key part of this role is fostering engagement and collaboration with other service partners like security and events teams, coordinating with landlords as needed, and interacting with various lines of business and occupants to provide an exceptional service experience.



CORE RESPONSIBILITIES

Transforming to the Workplace Team of the future

Develop existing and attract new talent and capabilities into the Workplace Team



Leverage technology and digital platforms to enhance workplace efficiency, automate processes and personalize employee experience.



Create spaces and foster opportunity for collaboration and community-building



Client/Stakeholder Management (in support of the Regional Facilities Manager)

Develop and manage Client relationships, ensuring that expected service levels are achieved



Comply with all requirements of the Client contract, meet or exceed Key Performance Indicators



Deliver an exceptional quality of service to the Client, as reflected by Client feedback



Leadership / Staff Management

Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success



Leading the team to deliver operational excellence



Develop the skills and capabilities of the team through trainings, performance assessments to empower, engaged and motivate the team.



Managing resourcing of the team and develope a succession plan for key team members and on-site Vendors



Operations Management

Oversee the fulfilment of all operational requirements according to the scope of work.



Create and implement streamlined operational procedures and performance metrics to enhance efficiency, accuracy, system reliability and consistency.



Support regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives by driving consistent implementation across the Region



Lead client specific initiatives such technology roll-outs, benchmarking and best practices etc.



Ensure site financial operations are meet or exceed targets, adhering to all financial processes and controls.



Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures.



Maintain data integrity of all systems across regional systems and conduct periodic audits.



Meet or exceed SLA/KPI scores, ensuring information and reports are shared and uploaded on client's portal.



Hire, attract and retain a team of top talent and ensure company standards are met.



Monitor and manage staff performance based on Individual Performance Management criteria.



Address user complaints and concerns with effective solutions and follow-up.



Review and audit supplier/service provider performance to confirm fulfilment of contractual obligations.



Conduct regular and details floor inspections.



Ensure Work Order system is monitored, and any defective items/service are addressed and/or rectified in a timely manner.



Provide support for critical out-of-hours issues and as a key team member in responses to emergency situations.



Coordinate churn work and minor project works requested by users.



Oversee and manage change management process.



Report building incident through established escalation channels, proposing measures and solutions.



Manage and maintain an up-to-date vendor contract database.



Oversee vendor procurement processes and manage contract execution and negotiation, including preparation of tender documentation and contracts in accordance with agreed guidelines.



Generate reports and deliver presentations as per the service delivery requirements and overall account management.

CANDIDATE SPECIFICATION:

KEY SELECTION CRITERIA



Ideal Experience

Excellent verbal and written communication skills as well as presentation skills



Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements



Strong analytical, organization and administration skills



A minimum of 8 years in the facility management industry/hospitality industry



An added benefit would be a Bachelor's degree in facilities management, building, business or other related field; however, this is not a must



Understanding of building engineering services would be a benefit.



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



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



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.