Facilities & Workplace Experience Lead

JLL; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Benefits offered by this job

Medical benefits

Family medical plan

Disability & life insurance

Marriage leave

Adoption leave

Examination leave

Study leave

Staff referral bonus

On-the-job training

Flexible work arrangements

Job summary

JLL Hong Kong is seeking an experienced Facilities/Operations professional to manage site services and oversee preventive maintenance, ensuring reliability, safety and cost efficiency across the workplace.

You will monitor technology platforms, drive continuous improvement of SOPs, liaise with landlords and authorities, and collaborate with the Human Experience and Client Engagement teams to uplift workplace experience and service delivery.

Responsibilities

• Manage & oversee site services (Soft & Hard) as part of the scope delivered where required
• Ensure the implementation of a Preventive and Planned Maintenance programme to minimise maintenance, repair, and replacement costs together with minimising the risk of equipment failure
• Ensure all technology platforms are working as per the intent purpose and analytics are carried on a timely manner to ensure proactive response
• Review operational SOP’s & propose / make changes as part of continuous improvement
• Manage minor projects / churn in the office
• Able to liaise with local / government agencies as part of operations
• Able to liaise with landlord on lease management and contractual services delivered
• Ensure the delivery of the account’s Human Experience Roadmap at the site and ensure the delivery of all operational requirements to uplift workplace experience, community engagement and sense of wellness and well-being at the site
• Support the delivery of programs that drive employee engagement, sense of belonging, excitement and fun at work that contribute to employee productivity and pride
• 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
• 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 community 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
• Implement the account’s internal communication strategies in collaboration with account and client’s 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 client’s 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 player, motivational leader, work across business unit to establish a collaborative environment.
• Identify area of development for his /her staff
• Drive the site 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
• Ensure the monthly performance report is generated to meet SLA standards.
• Review monthly financial reports including the preparation of accruals and variance analysis

Job description

JLL Hong Kong is seeking an experienced Facilities/Operations professional to manage site services and oversee preventive maintenance, ensuring reliability, safety and cost efficiency across the workplace.

You will monitor technology platforms, drive continuous improvement of SOPs, liaise with landlords and authorities, and collaborate with the Human Experience and Client Engagement teams to uplift workplace experience and service delivery.