Workplace Experience Manager

JLL; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

JLL is seeking a Workplace Experience Manager in Hyderabad to oversee the facility management service delivery system, with emphasis on Asset Management and Operations. The role drives KPI achievement, budget oversight, regional projects, and client satisfaction across alliance partners.

You will collaborate with senior client facility teams, guide a diverse FM staff, and ensure uptime, safety and compliance through standardized processes and audits.

Qualifications

• Experience in facilities management and service delivery.
• Strong leadership and stakeholder management abilities.
• Experience coordinating with cross-functional teams.

Responsibilities

• Ensure Facility Maintenance and Upkeep as part of daily activity.
• Act as single point of contact for designated facility for FM escalations.
• Deliver on Upkeep Schedule and execution per plans.
• Direct daily/weekly site work to staff.
• Manage environment, health and safety practices.

Skills

Client relationship

Communication

Planning

Negotiation

Problem analysis

Decision-making

Judgment

Client service orientation

Adaptability

Teamwork

Presentation

Computer knowledge

Building services knowledge

Innovative approach

Tools

FM tools

Job description

What this job involves: Workplace Experience Manager will be responsible for managing all aspects of the facility management service delivery system in , primarily Asset Management and Operations. In this capacity, the Facility Manager is accountable for the achievement of the Management Plan and all key performance indicators including responsibility for managing the capital and expense budgets, short and long-term regional projects, operations and maintenance, interface with senior managers in client facility team and business units, coordination with other key managers within alliance partner organizations and customer satisfaction.

Work Dynamics

What this job involves: Workplace Experience Manager will be responsible for managing all aspects of the facility management service delivery system in , primarily Asset Management and Operations. In this capacity, the Facility Manager is accountable for the achievement of the Management Plan and all key performance indicators including responsibility for managing the capital and expense budgets, short and long-term regional projects, operations and maintenance, interface with senior managers in client facility team and business units, coordination with other key managers within alliance partner organizations and customer satisfaction.

Key Skills

• Excellent customer relationship skills and ability to listen and communicate well at all levels of the company
• Communication skills
• Planning and organizational skills
• Negotiation skills
• Problem analysis
• Decision-making
• Judgment
• Client service orientation
• Adaptability
• Teamwork
• Presentation skills
• Computer Knowledge
• Technical knowledge of building services
• Innovative approach at work

Sound like you? In this role, your key responsibilities will include:

Facility Operations

• To ensure Facility Maintenance and Upkeep on an ongoing activity
• To act as a single point of contact for the designated facility for all FM escalations.
• Ensure Upkeep Schedule and Execution as per the schedules
• Direction of daily/Weekly work at site to the staff
• Ensure Cafeteria Management related to hygiene and food safety
• Follow Building Inspection Plan as per the process
• Govern Daily Walk around and Snag Closures
• Manage Engineering Operations as per the defined SOW’s and SOPs and to ensure 100% uptime of all equipment’s present in the facility
• Ensure Environment, Health and Safety practices
• Managing Client/VVIP Visits and Walkthroughs
• Managing Govt. Official Visitors
• Delivering and adhering to the agreed KPI and SLAs
• Ensure Incidents are managed and communicated as per the escalation matrix
• To Ensure Builders Co-ordination on their deliverables
• To ensure Preventive and Breakdown Maintenance (52 Weeks Planner) are adhered
• Attending to Ad-hoc Requirements and to assist operations manager and leads in all F&S related internal audits and business specific external audits
• Manage IC Requests within the TAT
• Ensure Asset Management - Bonded and Non-bonded
• Ensure Stores Management
• Co-ordination with CP Team on Seat Planning
• Project Movement (Deals) - Co-ordination
• Supervision of Functional Areas - Reception, Helpdesk, Mailroom, Key room, BMS, Time Office, Cloak Room, Wellness, Gym, Recreation, IRC, Projector Management etc.
• Transport Operations - Co-ordination/ Events - Co-ordination/ Logistics - Co-ordination
• Govern Scrap and Waste Management
• Conduct R&R Programs
• Follow Business Continuity Management process
• Ensure BGC for Direct and TPV Staff
• Perform Daily/Weekly/Monthly checks
• Ensure Drop-ins and Additional Power Loads are handled as per process
• Use of Technology Tools and Operations
• Co-ordinate - Expansions, Go Lives and Decommissioning
• Fact Finding of abnormalities
• Conduct Facility Risk Assessment and Mitigation
• Perform Facility Access Management - Level 2 and Level 3 areas
• Operational requirement approvals - Photography, space blocking, Bay decoration etc.
• Mailer Communication for all major events/activities. Fire Drill, Shutdown, Food Festivals, Major Breakdowns
• Should have complete knowledge & functionality e-Fit tools (VMT, IMT, Site Ops. Site Inspection tool), BGC and work permit tool.

Facility Reports

• Ensure Daily/Weekly/Monthly Reports are sent as per timelines
• CRM Dash Boards are sent as per timelines
• Fire Drill Reports are sent as per timelines

Service Partner - Vendor Management

• Ensure Vendor Partner Deliverables
• Ensure Monthly Performance Review and Scoring
• Ensure Service Partner Induction and Termination as per process

Compliance

• Ensure Building Statutory Compliance
• Ensure CLRA is adhered
• Ensure coordination on Cafeteria Compliance is adhered

Finance and Procurement

• Ensure Office Services, R&M, Capex and Special Budgets are managed effectively
• Ensure Projections are done accurately
• Follow up for the Purchase Orders and timely completion of the work
• Ensure Governance Score and Work Completion within TAT
• Ensure Invoicing is done within the timelines
• Ensure Utilities - Projection to Invoicing are done with the timelines
• Ensure Petty Cash Management is done accurately
• Ensure Non-PO Approvals are managed effectively

Mock Drills

• Ensure Fire Drills are conducted as per the calendar
• Ensure Wellness Mock Drill are conducted as per the schedule
• Ensure CCR Mock Drill are conducted as per the schedule
• Ensure BCP Mock Drill are conducted as per the schedule

Training & Development

• Ensure Direct Staff Training & Development
• Ensure TPV Staff On-boarding and Training
• Ensure Cafe Staff Training and other vendor partners
• Ensure Floor Warden Training prior to Fire Drill
• Ensure TPV Fire Safety Training prior to Fire Drill

Connect Programs

• Ensure Focus Meetings/Bay Connects are conducted as per the calendar
• Ensure Workplace Connects are conducted as per the calendar
• Participate in Workplace Town Halls and provide quality inputs
• Ensure Stake Holder Connects (BU, CRM, SDL, WL etc)
• Ensure VOC's and CCP Survey Closures

Internal Review Programs

• Ensure Weekly Reviews - Zonal Call/Growth and Consolidation Calls
• Ensure Monthly Management Reviews are conducted as per schedule
• Participate in Ops Reviews and provide quality inputs
• Provide quality inputs for Quarterly Business Reviews
• Provide quality inputs for Half Yearly Business Reviews

Internal & External Audits

• To ensure support to management in ISO certifications by training and implementing ISO down the line.
• Ensure Audit Preparations
• Ensure Audit Participation
• Ensure Audit Observation are closed and CAPA is done

Management Responsibilities

• Provide leadership to the facilities management team
• Demonstrate leadership & responsiveness and creativity
• Understand the FM scope and in consultations with JLL City Manager or facility manager – develop specific processes & procedures to reduce cost & improve client satisfaction
• Accomplish at least 95% Key Performance Indicators as agreed with
• Coordinate with City Manager / Operations Manager on the goal setting, performance reviews, and career development plan, HR related issues for facilities management team.
• Assist City Manager in developing & implementing the facilities management account plan for the facility
• Identify training needs for all subordinates
• Nominate team members (Facilities & Engg.) for training conducted internally and JLL corporate team
• Conduct 2 CEM (Critical Environment Management) Audit in a year for other facilities.
• Participate and motivate in process improvement initiatives. Participate in CIWG.
• On time reporting of incidents in the facility.
• Accountable for any issues/escalation in the facility.

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.