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!
What this job involves:
Leading a team to provide attentive & pleasing customer service & onsite support
You will be the facilities management team's trusted front line lead for internal customer relations & service requests & guest handling. As part of the corporate facilities management team for a global company, your site will be visited by valuable members of the organization from different countries and you'll be one of the main point of contact in assisting them. You'll do this by performing routine site inspections to ensure all building processes and best practices are implemented and maintained.
Where can processes be improved? How can we save costs? These are questions that will be at the forefront of the team's thinking. You, too, will always have an eye on this, contributing suggestions as they arise.
Your team will also lend a big hand by providing admin support including front desk duties, basic housekeeping, and appointment coordination. Also part of your job scope is to hit key performance indicators and meet service level agreements.
Transforming to the Workplace Team of the future
Ensure the delivery of all Workplace operational requirements as per JPMC scope of works across the Philippines
For new site mobilisations, work closely with the Regional Program Manager, drive the transformation to the Workplace Experience model, with a key focus on specific areas relating to the Workplace, including journey mapping, resource strategies, acquisition and training, and talent refresh, plus other specific experience related mobilisation activities.
Develop and implement Workplace operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency across the hub/countries
Work with the respective account leads and site teams to address specific Workplace operational issues
Support Regional initiatives such as HX programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
Grow on-account HX talent and skill base to build pipeline
Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
Be the "go to" regarding HX initiatives both within JLL and the market place, driving knowledge sharing to allow for "test and learn" to continue to innovate the service model
Client/Stakeholder Management (in support of the Workplace Location Lead)
Pro-actively develop and manage stakeholder 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
Leadership / Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Proactively manage directly reporting staff
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
Liaise closely with the JLL HX team to ensure the account team have best in class training to ensure their skills are maintained at a cutting experience edge
Operations Management
Ensure the delivery of all Workplace operational requirements as per the client scope of works
Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency across the region
Work with the respective country leads and site teams to address specific operational issues
Actively work closely with the Regional Finance Manager, Regional Operations Director and Regional Performance Analyst to ensure that all site financial operations are meeting or exceeding targets and financial processes as well as controls are adhered to at all times.
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
Oversee and monitor SLA/KPI performance across the sub region and support hub/countries to address issues and ensure they are meeting or exceeding target scores
Generate reports and conduct presentations as per the service delivery requirements and overall account management.
Sound like you? To apply, you need to be a:
Hospitality Industry Leadership experience & Passion for service
Do you have at least 8 years of prior professional experience leading customer service teams in hospitality / hotel & tourism? How about corporate facilities, property management or other related fields? Do you have the ability to maintain a calm disposition & remain focused while dealing with various tasks or concerns? Do you have an understanding of local occupational health and safety requirements, motivating a team towards excellent and top notch customer service? You are what we're looking for.
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
Acumen to focus on curating all aspects of workplace experience, including wellness
Understanding business traits and needs to gear services to best support and delight
Team skill development regarding Human Experience capabilities including empathy
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
Management experience working with corporate clients.
A level of understanding of facilities/workplace management processes and systems
Practical working knowledge of up-to-date quality management processes
Experience of advising senior management at policy level
Significant practical experience of problem-solving issues in a dynamic/diverse environment.
Experience of investigating discrepancies and reporting objectively
Experience of managing change
Fluent in English
Excellent English skills (verbal and written)
Proficient in Excel, Word, and PowerPoint, skills are essential
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
Organised
What you can expect from us
At JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
More reasons to join JLL
We are a true multinational global powerhouse having both International and Local footing in the real estate industry with over 220 offices worldwide for career advancement.
We are unified by a collaborative culture that fosters integrity, commitment with one another and strength in cultural diversity with team members from different nationalities and backgrounds, being truly International.
We are recognised as a leading real estate investment and consultancy firm both globally and locally with a technology and innovation oriented drive.
Apply today!
To ensure that you progress the soonest with your application please have basic pre-employment requirements ready such NBI Clearance, Transcript of Records, Birth Certificates and government ID's.
Thank you and we look forward to your response.
Please visit www.jll.com/careers watch our corporate videos to know more how we can help you Achieve Ambitions .
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!