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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 Managerwill 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!

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Location:

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! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0 )20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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