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 youve got deep experience in commercial real estate, skilled trades, and technology, or youre 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.
Workplace Program Manager
Work Dynamics
What this job involves:
Transforming to the Workplace Team of the future
Introduce technology and digital platforms to enable Workplace team to be mobile and present on the occupant floors
Adopt the accounts new and innovative methods that can support the digitalisation of the workplace through automation, sensors, touchless technology, and new applications
Develop an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile
Facilities Operations
Manage & oversee soft services and events management as part of the scope delivered
Create a comfortable, welcoming, and hospitable experience employees and their guests
Supervise and maintain the work schedule of the workplace support team, including receptionist, event coordinator, admin coordinator and housekeeping staff.
Be the point of contact and maintain relationships with external stakeholders, such as building landlords and local government agencies
Review operational SOPs & propose / make changes as part of continuous improvement
Able to liaise with Landlord on lease management and contractual services delivered including Cleaning Services
Human Experience
Deliver the accounts Human Experience Roadmap across the campus and ensure the delivery of all operational requirements to uplift workplace experience, community engagement and sense of wellness and well-being across the campus
Deliver programs that drive employee engagement, sense of belonging, excitement and fun at work that contribute to employee productivity and pride
Ensure the accounts HX program initiatives are measurable and tangible to the workplace
Support all regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops, food & beverage, wellness, community engagement, digitalisation of the workplace, sustainability and D&I
Client Engagement
Create a fun and impactful client engagement strategy
Engage with all guests, employees, and key stakeholders
Imbed in the FM team a culture of empowerment, engagement, and fulfilment
Work with relevant parties on space management through data analytics
Develop client support/feedback initiatives e.g. FAQ
Build a team of ambassadors to delivery soft services that are authentic, caring, and able to provide timely services
Ensure effective communications and reporting to clients on operation matters and Workplace Experience
Evaluate service response time and analyse occupants service request trends and suggestions
Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user
Communication
Lead the development and implementation of all internal communication strategies in collaboration with clients leadership with a focus on improving culture and employee engagement.
Liaise with JLL team and client on soft service delivery
Share regular event and celebrations content through clients internal monitors, blog posts, newsletters, and other communication channels.
Create, manage JLL profile within the client account
Adopt innovative communication strategies
Champion monthly meetings with stakeholders to enhance relationships
Team Management
Team player, motivational leader, work across business unit to establish a collaborative environment.
Identify area of development for his /her staff
Drive the campus team to meet all key performance indicators as set out in the Account plan & SLA.
Actively encourage an environment that drive teamwork, co-operation & performance excellence
Act as manager and a coach for the team ensuring high staff morale, trust, and work ethics
Ensure the team is well trained on all facilities policies, procedures, and systems
Reporting
Ensure the monthly performance report is generated to meet SLA standards.
Review monthly financial reports including the preparation of accruals and variance analysis
Experience
A Bachelors in related field and work experience of four to six (4-6) years, which should be related to all aspects of workplace (FM) delivery at account level.
Excellent time management and communication skills.
Sales skills and ability to build productive business relationships
Ability to manage multiple projects independently
Comprehension of soft services to ensure services are managed, although technical qualification / background is not mandatory
One or more globally/regionally recognized certifications in Facility management, PMP, Health and Safety, Human Experience, etc., would be an asset.
MS Office proficiency
Task Skills
Hospitality management
Project management
Planning and organizing
Customer relationship management
Personal Skills
Strong communications and customer focus skills with the ability to interface and relate to the different stakeholders in the organization
Confident, friendly & engaging
Strong drive and persistence to achieve results
Creative thinking with an open mind that is balanced by a strong sense of realism and practicality
If this job description resonates with you, we encourage you to apply even if you dont meet all of the requirements below. Were 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
Were JLLa 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. Thats why were committed to our purpose to shape the future of real estate for a better world. Were 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 were 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 were headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
