New 
Director - Workplace Experience
 JLL | |
 United States, North Carolina, Charlotte | |
 Oct 02, 2024 | |
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JLL Experience Services team members are "experts who create value through lasting partnerships." At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.
Job Summary This position is responsible for supporting a financial client with their goals and ambitions to provide outstanding Experience in the Workplace. With Experience as a key driver of overall workplace health and engagement this role will play a critical part in helping to elevate programs, measure success and drive growth. The role acts as point of contact for the Global Real Estate client team regarding Workplace activities at a site level and supports account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement, interfacing not only with GRE, but also other service partners such as Security and Dining Services, with Landlords as relevant, along with the lines of business and occupants as the ultimate service recipients. Job Responsibilities Transform to the Workplace Team of the future Develop existing talent and support new talent as appropriate Ensure there is a highly proactive, responsive, dynamic, and agile team Client/Stakeholder Management 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 Leadership/ Staff Management Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success Proactively support various service lines and teams to deliver surprise and delights Develop a hospitality team mindset through JLL We-training, team huddle, reward and recognition Co-partner with competitors on various client initiates Operations Management 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 account initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region Drive Client specific initiatives such technology rollouts, 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 Generate reports and conduct presentations as per the service delivery requirements and overall account management Coordinate churn work and minor project works requested by client Resolve user's complaints and concerns with solutions and follow up Review JLL auding tool suppliers/service providers performance to ensure contractual obligations are delivered Ensuring Exceptional Customer Service Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities Monitors and manages 3rd party vendor performance related to soft services delivery when in scope. Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI's) Shares plans to take corrective action based on KPI and survey results with client leadership Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies Perform additional job duties, as requested Qualifications A minimum of 10 years in hospitality or facility management industry managing large facility operations An added benefit would be a bachelor's degree in hospitality, facilities management, building, business, or other related field; however, this is not a must. 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 | |