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.



Workspace Experience and Operations Manager



We are looking for a Workspace Experience and Operations Manager - Client Headquarters based in Birmingham.



Leading & inspiring the team to deliver exceptional and memorable service in our client's UK HQ Building in Birmingham.

Role Purpose:

Management of the client's UK headquarters in Birmingham, circa 200,000 sq. ft. Responsible for building strong and effective relationships with key customer stakeholders and overseeing the integrated workplace service delivery including engineering, cleaning, catering & hospitality, and guest services.



The key focus for this role will be to create and lead a cohesive team that manages the day-to-day running of the building as well as being the main point of contact between clients and the JLL team.



The Workspace Experience and Operations Manager will work with the on-site team and clients to further strengthen the JLL service provision by improving the overall customer experience, be the point of contact for all senior stakeholders, and is expected to contribute to and help develop, the strategy to continuously improve facilities for both colleagues and clients.



This is an exciting role for an experienced leader who has a track record in a customer-focused service delivery role. Workspace Experience and Operations Manager will take full ownership of operations and delivery of services within our client's high-profile property.

What this job involves:

You will be responsible for managing the service delivery across the site.

Be accountable for the successful delivery of the building

Be a proactive communicator with all key stakeholders and influencers within JLL and HSBC

Own the space within the building ensuring an exceptional and memorable colleague experience is delivered consistently day in and day out to both customers and clients

Support the strategic vision of the JLL contract journey.

Liaising with the team and other key stakeholders ensuring they are fully informed about operational updates, processes, and account-wide objectives so that they feel part of the wider account team

Ensure management data is recorded and submitted via the monthly static operations report (SOR)

Ability to work with business stakeholders to ensure that a "community feel" is present and visible across the building.

Lead the FM team, supporting them in their day-to-day operations in delivering the agreed 6 non-negotiables: Customer Experience, Community, Workplace, Relationships, Business Insight & CRE Insight

"Lead the charge" within the team to move services in a digital direction, promoting services to employees and guests: increasing online helpdesk ticket submission, self-check-in, accessing workplace services and information via the JLL workplace app

Challenge the status quo and be prepared to change processes and procedures to improve building and facilities management.

Proactive management, through improving speed to execute, hitting planned and reactive SLA's and increasing customer satisfaction

Be Safe Aware - Carry out audits and inspections in line with JLL business management systems and standard processes and ensure the actions database is updated on a regular basis.

What your day-to-day will look like:

Pro-actively develop and manage relevant stakeholder relationships ensuring that expected service levels are achieved.

Lead and develop the FM team to enhance service and promote the experience first mindset through out

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

Ensure the delivery of all operational requirements as per the client scope of works at the Client Site

Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency

Lead 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 site financial operations are meeting or exceeding targets and financial processes as well as controls are always adhered to.

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 Ensuring up to date information on Client's Property Services SharePoint

Resolve user's complaints and concerns with solutions and follow up

Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered

Schedule detailed floor inspections conducted regularly

Implement service tasks, procedures and policies and measure performance

Ensure that an effective Work Order system is maintained for rectification of any defective items/services & ensure that these are addressed in a timely manner

Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations

Coordinate churn work and minor project works requested by users

Implement and manage the change control process

Report building incident following with set escalation channels with measures and solutions

Manage Vendor Contract database to ensure they are up to date at all times

Manage vendor procurement processes and ensure timely contract execution, negotiation, including preparation of tender documentation and preparation of contracts in accordance with agreed guidelines

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



Operations Management

Ensure the delivery of all operational requirements as per the client scope of works at the Client Site

Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency

Lead 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 site financial operations are meeting or exceeding targets and financial processes as well as controls are always adhered to.

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 Ensuring up to date information on Client's Property Services SharePoint

Resolve user's complaints and concerns with solutions and follow up

Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered

Schedule detailed floor inspections conducted regularly

Implement service tasks, procedures and policies and measure performance

Ensure that an effective Work Order system is maintained for rectification of any defective items/services & ensure that these are addressed in a timely manner

Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations

Coordinate churn work and minor project works requested by users

Implement and manage the change control process

Report building incident following with set escalation channels with measures and solutions

Manage Vendor Contract database to ensure they are up to date at all times

Manage vendor procurement processes and ensure timely contract execution, negotiation, including preparation of tender documentation and preparation of contracts in accordance with agreed guidelines

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

Sound like you? To apply you need to be/have:

A self-motivated individual and able to anticipate customer's needs

Able to demonstrate a proven track record of leading and inspiring teams within a fast-paced service delivery environment, with the acumen to manage performance of the delivery team

Experienced in client relationship management

Able to demonstrate previous experience of identifying and improving customer experience through collaboration with key stakeholders

Experience in managing P&L and budgets

The ability to learn technical skills quickly and at the right level to lead a team of technical experts

Able to bring clarity, perspective, and oversight to account teams

Able to demonstrate strong presentation, interaction, and written & verbal communication skills with a wide range of clients and stakeholders

Strong PC literacy and proven ability to manage daily activities using various systems

Experience in identifying and implementing continuous improvement initiatives

Knowledge of vendor management for specialized services

Proven capacity to understand and interpret commercial contracts.

Location:

-Birmingham, GBR



If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!



#LI-JA1

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.