Workspace Experience & Facilities Lead

JLL; Singapore; On-site; SGD 70,000 - 120,000; Full time

Job summary

JLL is seeking a Facilities Operations professional to lead a proactive Workplace Team on a Singapore campus, enhancing the overall experience for employees and guests. The role covers soft services, SOP review, and continuous improvement across operations and client engagement.

You will drive HX initiatives, measure impact, and report on performance while coordinating internal communications and stakeholder engagement to foster a collaborative, high-morale team culture.

Qualifications

• 3-5 years’ experience in Hospitality and/or Tourism sector or related professional area (Preferably experience in airlines and hotel industry)
• Degree/Diploma from an accredited institute
• Exceptional customer service skills and professionalism with a passion for hospitality
• Ability to manage multiple priorities and deliver results in a fast-paced environment
• Excellent organizational skills and process management

Responsibilities

• Develop an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile
• Manage & oversee soft services as part of the scope delivered
• Review operational SOP’s & propose / make changes as part of continuous improvement
• Deliver the account’s Human Experience (Hx) across the campus and ensure the delivery of all operational requirements to uplift workplace experience, community engagement and sense of wellness and well-being across the campus
• Deliver programs that drive employee engagement, sense of belonging, excitement and fun at work that contribute to employee productivity and pride
• Ensure the account’s HX program initiatives are measurable and tangible to the workplace
• Create a fun and impactful client engagement strategy
• Engage with all guests, employees, and key stakeholders
• Imbed in the Soft Services team a culture of empowerment, engagement, and fulfilment
• 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
• Lead the development and implementation of all internal communication strategies in collaboration with 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 campus 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

Skills

Exceptional customer service skills

Excellent organizational skills

Ability to manage multiple priorities

Process management

Education

Degree/Diploma from an accredited institute

Job description

JLL is seeking a Facilities Operations professional to lead a proactive Workplace Team on a Singapore campus, enhancing the overall experience for employees and guests. The role covers soft services, SOP review, and continuous improvement across operations and client engagement.

You will drive HX initiatives, measure impact, and report on performance while coordinating internal communications and stakeholder engagement to foster a collaborative, high-morale team culture.