Workplace Lead ANZ

Jones Lang LaSalle Incorporated; Sydney; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Parental leave (18 wks)

Private health discounts

Gym discounts

Employee assistance

Health discounts

Novated lease EV

You Days

Training & development

Complimentary coffee

Job summary

Jones Lang LaSalle Incorporated in Sydney, NSW seeks an experienced Workplace Experience Leader to drive end-to-end occupant and guest experiences across the portfolio, balancing human-centric service delivery with site operations, procurement and financial stewardship.

You will lead a country-level Workplace Experience Team, engage with GRE and other partners, manage performance, and deliver services that delight clients while maintaining safety and process discipline.

Qualifications

• 5+ years in facilities management or hospitality
• Strong communication and presentation skills
• Experience leading teams and stakeholder management

Responsibilities

• Lead end-to-end occupant and guest experience across the portfolio
• Manage a country-level Workplace Experience Team and drive service delivery
• Interface with GRE and other partners to ensure consistent standards
• Oversee operations, procurement, contracts and financial controls

Skills

Communication skills

Presentation skills

Analytical abilities

People management

Customer service

Education

Facilities mgmt degree

Tools

MS Excel

FM Software

Job description

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Shaping the future of real estate for a better world! At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working. We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way. JLL is a global leader in helping clients envision where people live, work, play, shop, and eat.

Benefits:

• 18 weeks paid parental leave for Primary Carer after 6 months of service
• Private Health Insurance Discounts
• Gym & Wellbeing Discounts
• Employee assistance program
• Health & Beauty Discounts
• Novated Lease for EV Cars
• ‘You Days’ – 2 extra leave days!
• Ongoing training & development
• Enjoy complimentary coffee just up the road at the JLL Head office.

What this job involves:

This position is responsible for the end-to-end Occupant and Guest Experience within the assigned portfolio, with the focus on providing outstanding Experience in the Workplace. With Experience at the core of the gearing of the service delivery, workplace activities need as human-centric and engagement focused as possible, with team management, site operations, service contracts, sourcing, procurement and financial decisions made with this ultimate target of Delight in mind, while maintaining safe working practices throughout all we do. The role acts as the single point of contact for the Global Real Estate (“GRE”) client team regarding Workplace activities at a Country 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.

Main Duties:

Transforming to the Workplace Team of the future Develop existing and bring in new talent and capabilities, provide training and support and encourage further growth opportunities Introduce technology and digital platforms to enable Country team to be mobile and present on the occupant floors Develop an active and visible Workplace Experience Team Ensure there is a highly proactive, responsive, dynamic and agile team Client/Stakeholder Management (in support of the Workplace Cluster lead) 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 manage the team to deliver Delight 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 Operations Management Ensure the delivery of all operational requirements as per the client scope of works across country Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc. Ensure 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 Ensure meeting or exceeding SLA/KPI scores Ensuring up to date information on Client’s Property Services SharePoint Hire, attract and retain a team of top talented employees and to ensure company standards are met Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management 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.

What we’re looking for:

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 Experience in people management and develop inclusive culture and encourage team spirit Sounded knowledge of critical MEP facilities and work closely with site Engineering team An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.

What you can expect from us:

As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity and building an inclusive workplace. This is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies. We support applications from all underrepresented groups, including Aboriginal and Torres Strait Islanders, LGBT+, people with disability and people of all age, religions and race. We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.

Jones Lang LaSalle (‘JLL’) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

Location: On-site –Sydney, NSW