ANZ Workplace Lead

JLL

To drive sustainability and corporate social responsibility efforts.

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities. Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally. Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

What this opportunity involves:  This position is responsible to provide outstanding Occupant Experience in the Workplace. With Experience at the core of the gearing of the service delivery, workplace activities need as human-centric and engagement focussed as possible, with team management, site operations, service contracts, sourcing, procurement and financial decisions are made with this ultimate target of Delight in mind, while maintaining safe working practices throughout all we do. An Overview of the role:   The role acts as the single point of contact for the SAP Global Real Estate & Facilities (“GRF”) client team regarding Workplace activities and supports Regional initiatives by driving consistent implementation and delivery. The key aspect of this role is engagement, interfacing not only with GRF, but also other service partners such as Security and Dining Services, along with the lines of business and occupants as the ultimate service recipients. Located in Australia, the Workplace Experience lead is both the operational lead of the Australia and New Zealand portfolio ( 5 sites in AU, 2 sites in NZ) Main Responsibilities:

• Develop existing and bring in new talent and capabilities into the Workplace Experience Team
• Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
• Develop an active and visible Workplace Experience Team
• Ensure there is a highly proactive, responsive, dynamic and agile team
• Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback
• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
• Proactively manage the country leads and Account staff
• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors
• Ensure the delivery of all operational requirements as per the client scope of works across cluster
• Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency across the hub/countries
• Work with the respective country leads and site teams to address specific operational issues
• Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
• Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
• Actively work closely with the Regional Finance Manager, Regional Operations Director and Regional Performance Analyst to ensure that all site financial operations are meeting or exceeding targets and financial processes as well as controls are always adhered to.
• Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures
• Ensure data integrity of all systems across the Region and perform audits from time to time
• Oversee and monitor SLA/KPI performance across the sub region and support hub/countries to address issues and ensure they are meeting or exceeding target scores
• Generate reports and conduct presentations as per the service delivery requirements and overall account management. What we are looking for:
• Excellent verbal and written communication skills as well as presentation skills , using English language as the preferred communication channel
• 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 10 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.
• Experience in Asia Pacific is desired, specifically ANZ
• Knowledge of critical facilities
• Knowledge of vendor management for specialized services
• 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 lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

• ✌🏼

  Organizational Culture Development

  Understand and develop a strong and cohesive organizational culture

• 🫱🏽‍🫲🏼

  Internal Stakeholder Partnership

  Work closely with internal stakeholders to understand the business and advise on Human Resource matters

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  Implementation of People and Culture Projects

  Design and implement People and Culture projects to support the organization’s goals, and meet compliance requirements

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  Collaboration

  Works with others by being open, clear in communication and listening to achieve goals

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  Prioritization

  Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions

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  Problem solving

  Identifies problems and develops logical solutions that address the problems