Workspace Experience & Operations, Assistant Manager

JLL; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

JLL in Malaysia is seeking a facilities management professional to support the WE&O Manager, Retail and Country Account Lead across our client’s retail portfolio. You will ensure service excellence through vendor coordination, compliance management, and ongoing improvements to drive efficiency.

You will monitor SLA performance, oversee safety programs, and guide junior staff while liaising with stakeholders to deliver a seamless, compliant, and Sustainable built environment.

Qualifications

• 4 to 7 years of facilities management experience with vendor and compliance oversight.
• Strong knowledge of health and safety regulations, permit systems, and statutory requirements.
• Proven experience in SLA management, service reviews, and performance improvement.
• Proficiency in CMMS platforms (Corrigo preferred) and facilities management systems.
• Demonstrated experience in safety risk assessment methodologies and permit-to-work systems.
• Excellent people skills and ability to interact with a wide range of client and vendor staff.
• Professional proficiency in Bahasa Malaysia and English for documentation and regulatory compliance reviews.

Responsibilities

• Review Corrigo work order dashboard, address underperforming work orders with Workspace Operations teams.
• Apply and review Permits to Work (PTW) and Authorizations to Work (ATW) before endorsement.
• Coordinate with vendors and stakeholders to discuss priorities and address performance concerns.
• Respond to client requests and facility issues, ensuring clear communication and follow-up.
• Investigate recurring problems and coordinate with technical teams on root cause analysis.
• Update compliance registers, chase certifications, and prepare audit documentation.
• Provide guidance and support to junior facilities staff on procedures and priorities.

Skills

Facilities management

Health & safety

SLA management

CMMS (Corrigo)

Safety certifications

People skills

Critical environment

Continuous improvement

Client relationship

Reporting

Bahasa Malaysia

English

Job description

What this job involves

Support the WE&O Manager, Retail and Country Account Lead in delivering comprehensive facilities operations across assigned retail sites. Ensure service excellence through effective vendor coordination, compliance management, and stakeholder engagement while driving continuous improvement and operational efficiency.

What this job involves

Support the WE&O Manager, Retail and Country Account Lead in delivering comprehensive facilities operations across assigned retail sites. Ensure service excellence through effective vendor coordination, compliance management, and stakeholder engagement while driving continuous improvement and operational efficiency.

What your day-to-day will look like

• Reviewing Corrigo work order dashboard, reviewing underperformed work orders, and work with the Workspace Operations teams to ensure timely completion.
• Apply new or review submitted Permits to Work (PTW) and Authorizations to Work (ATW) before providing endorsement for works to proceed.
• Coordinate with vendors and other key stakeholders to discuss priorities, validate work completion, and address performance concerns.
• Respond to client requests and facility issues, ensuring clear communication and expectation management. Always following up on outstanding actions from previous days and chase overdue work orders toward closure.
• Investigate recurring problems and coordinate with technical teams on root cause analysis.
• Update compliance registers, chase certification renewals, and prepare documentation for audits.
• Provide guidance and support to junior facilities staff on operational procedures and priorities.

Client/Stakeholder Management

• Develop meaningful stakeholder relationships to ensure we are aware of business needs, enabling agility with the changing requirements of the portfolio and site stakeholders.
• Work closely with the WE&O Managers (FM) and Workspace Experience team to ensure we deliver an aligned and seamlesss one team approach to achieve KPIs and SLAs.
• Close the feedback loop by validating work completion before work order closure and communicating outcomes to relevant parties.
• Manage escalations and ensure appropriate follow-up with all stakeholders until satisfactory resolution is achieved.
• Being available and provide emergency site attendance as required.

Facilities Service Delivery & Operations

• Monitor and report on SLA performance across all facility services (maintenance, cleaning, waste management).
• Conduct regular Corrigo system reviews to track work order status, completion rates, and service quality metrics.
• Oversee planned preventive maintenance schedules and coordinate reactive maintenance to minimize business disruption.
• Conduct site inspections and quality audits across the client’s retail network to maintain facility standards and identify improvement opportunities.
• Ensure we possess comprehensive, updated asset registers and related Planned Preventive Maintenance programmes and service contracts for facilities.

Vendor and Contract Management

• Validate vendor service delivery against contracted specifications and performance standards.
• Monitor vendor performance against SLAs and KPIs; identify non-compliance issues and drive corrective actions.
• Support the WE&O Manager, Retail and Country Account Lead on formal service reviews with key suppliers; document performance trends and improvement plans.
• Support contract renewals and tendering processes by providing performance data and operational insights.
• Ensure robust contractor management including proper inductions, safety briefings, and work supervision.

Health & Safety

• Maintain comprehensive governance over health & safety certifications, statutory records, and regulatory compliance on DART.
• Ensure compliance with statutory regulations on fire, health and safety standards
• Ensure all safety procedures, including Crisis Management / Business Continuity and Emergency Procedures are maintained at all times.
• Ensure all Permits to Work (PTW) and Authority to Work (ATW) documentation is compliant, accurate, and processed efficiently before providing endorsement for high-risk works to proceed.
• Support incident investigation and reporting; escalating incidents according to the Incident Severity Matrix.

What we expect from all our colleagues on account:

• Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client’s personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety.
• Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved.
• You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the "what", "so what" and "now what". By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and HSBC's strategic desire for data-driven decisions.
• You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client’s sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.

Required Skills and Experience

• 4 to 7 years of experience in facilities management with demonstrated vendor and compliance oversight.
• Strong knowledge of health & safety regulations, permit systems, and statutory requirements.
• Proven experience in SLA management, service reviews, and performance improvement.
• Proficiency in CMMS platforms (Corrigo preferred) and facilities management systems.
• Demonstrated experience in safety risk assessment methodologies and permit-to-work systems. Applicants with relevant safety certifications (NIOSH, SHO) with knowledge of OSHA and DOSH guidelines preferred.
• Excellent people skills and ability to interact with a wide range of client and vendor staff.
• Critical environment experience.
• Experienced with continuous improvement initiatives, client relationship and preparation of reports.
• Professional proficiency in Bahasa Malaysia and English is a requirement for documentation and regulatory compliance reviews.