ROLE AND RESPONSIBILITIES

OVERALL ROLE

This role oversees the end-to-end occupant and guest experience within the assigned portfolio of Singapore and Kuala Lumpur. The primary objective is to deliver an exceptional workplace experience by prioritizing human-centric, engagement-focused activities. Responsibilities include managing teams, site operations, service contracts, sourcing, procurement, and financial decisions-all aimed at achieving operational excellence while ensuring safe working practices in all aspects.

This role serves as the primary liaison between the SEA client and the JLL Workplace team for workplace activities at the country level in Singapore and Kuala Lumpur. It supports account initiatives by ensuring consistent implementation of operational excellence and service delivery. A key part of this role is fostering engagement and collaboration with other service partners like security and events teams, coordinating with landlords as needed, and interacting with various lines of business and occupants to provide an exceptional service experience.

CORE RESPONSIBILITIES

Transforming to the Workplace Team of the future

• Develop existing and attract new talent and capabilities into the Workplace Team
• Leverage technology and digital platforms to enhance workplace efficiency, automate processes and personalize employee experience.
• Create spaces and foster opportunity for collaboration and community-building

Client/Stakeholder Management (in support of the Regional Facilities Manager)

• Develop and manage Client relationships, ensuring that expected service levels are achieved
• Comply with all requirements of the Client contract, meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback

Leadership / Staff Management

• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
• Leading the team to deliver operational excellence
• Develop the skills and capabilities of the team through trainings, performance assessments to empower, engaged and motivate the team.
• Managing resourcing of the team and develope a succession plan for key team members and on-site Vendors

Operations Management

• Oversee the fulfilment of all operational requirements according to the scope of work.
• Create and implement streamlined operational procedures and performance metrics to enhance efficiency, accuracy, system reliability and consistency.
• Support regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives by driving consistent implementation across the Region
• Lead client specific initiatives such technology roll-outs, benchmarking and best practices etc.
• Ensure site financial operations are meet or exceed targets, adhering to all financial processes and controls.
• Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures.
• Maintain data integrity of all systems across regional systems and conduct periodic audits.
• Meet or exceed SLA/KPI scores, ensuring information and reports are shared and uploaded on client's portal.
• Hire, attract and retain a team of top talent and ensure company standards are met.
• Monitor and manage staff performance based on Individual Performance Management criteria.
• Address user complaints and concerns with effective solutions and follow-up.
• Review and audit supplier/service provider performance to confirm fulfilment of contractual obligations.
• Conduct regular and details floor inspections.
• Ensure Work Order system is monitored, and any defective items/service are addressed and/or rectified in a timely manner.
• Provide support for critical out-of-hours issues and as a key team member in responses to emergency situations.
• Coordinate churn work and minor project works requested by users.
• Oversee and manage change management process.
• Report building incident through established escalation channels, proposing measures and solutions.
• Manage and maintain an up-to-date vendor contract database.
• Oversee vendor procurement processes and manage contract execution and negotiation, including preparation of tender documentation and contracts in accordance with agreed guidelines.
• Generate reports and deliver presentations as per the service delivery requirements and overall account management.

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Ideal Experience

• Excellent verbal and written communication skills as well as presentation skills
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills
• A minimum of 8 years in the facility management industry/hospitality industry
• An added benefit would be a Bachelor's degree in facilities management, building, business or other related field; however, this is not a must
• Understanding of building engineering services would be a benefit.

Critical Competencies for Success (with corresponding 'I am JLL behaviours')

Client Focus & Relationship Management - 'I Value my Customers'

• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• Has a natural hospitality-orientated communications acumen
• Ability to interact with a wide range of client staff, including senior levels
• Ability to manage conflict and balance between client and firm requirements
• Has a customer service-oriented attitude

People Management and Team Leadership - 'I am a Team Player'

• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Program Management & Organizational Skills - 'I am Proactive'

• Excellent planning & organizational skills to prioritize work and meet tight deadlines
• Proven ability to manage multiple and complex operational matters

Problem Solving & Strategic Thinking - 'I am Innovative'

• Capacity to deal with ambiguity and solve complex problems effectively
• Analytical, proven ability to solve problems using a quantitative approach
• Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

• Natural communicator who enjoys engaging at all levels
• Self-motivated and confident
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Works well with diverse teams from various countries/cultures

KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff