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Workplace Experience Assistant Manager
Position Overview
The Workplace Experience Assistant Manager serves as a strategic operational leader,
overseeing and elevating workplace services delivery to achieve exceptional occupant and
guest experiences. This role combines hands-on operational management with team
leadership, ensuring consistent service excellence through detailed oversight, proactive
problem-solving, and continuous improvement initiatives. The position requires a serviceminded professional who can balance operational efficiency with the human-centered
approach needed to create workplace environments that truly delight users.
Key Responsibilities
Team Leadership & Development
Lead, mentor, and develop Workplace Experience Enablers, providing coaching,
performance feedback, and professional growth opportunities
Establish clear performance expectations and conduct regular team assessments
aligned with Individual Performance Management criteria
Foster a culture of service excellence, attention to detail, and continuous learning
within the workplace services team
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Coordinate team schedules, workload distribution, and coverage to ensure
seamless service delivery across all operating hours
Support team members in resolving complex occupant requests and challenging
operational situations
Operational Excellence Management
Oversee daily workplace operations to ensure "works every time" reliability across
all service touchpoints
Monitor and audit compliance with Standard Operating Procedures (SOPs) and
Service Level Agreements (SLAs) across all workplace services
Conduct regular quality assessments and spot-checks of both internal team
performance and vendor service delivery
Implement and manage change control processes, ensuring all modifications are
properly documented and communicated
Oversee Clear Deck policy enforcement, lost property processes, and
comprehensive reporting to Workplace Experience teams for stakeholder
communication
Vendor Management & Contract Oversight
Manage relationships with multiple service providers, ensuring contractual
obligations are consistently met
Evaluate vendor performance against established KPIs and SLAs, implementing
corrective actions when necessary
Coordinate vendor activities to minimize disruption to occupants while maintaining
service quality standards
Review and assess operational and technical site requirements to ensure contracts
provide necessary supplies and services
Negotiate service improvements and cost optimizations within established
procurement guidelines
Strategic Operations & Continuous Improvement
Analyze operational data and performance metrics to identify trends, opportunities,
and areas for enhancement
Develop and implement process improvements that enhance efficiency while
maintaining or improving service quality
Lead cost optimization initiatives with a value-driven mindset, balancing budget
consciousness with service excellence
Prepare comprehensive risk assessments for self-delivered services and ensure
appropriate mitigation strategies
Maintain current and accurate information within Client Property Services
SharePoint systems
Emergency Response & Critical Incident Management
Serve as escalation point for after-hours critical issues and emergency situations
Lead incident response coordination, ensuring proper documentation,
communication, and follow-up actions
Establish and maintain emergency protocols, ensuring team readiness for various
scenarios
Report building incidents through established escalation channels with appropriate
measures and solutions
Coordinate with security, facilities, and other stakeholders during emergency
situations
Customer Experience & Stakeholder Communication
Resolve complex occupant complaints and concerns, ensuring satisfactory
outcomes and proper follow-up
Maintain proactive communication with Workplace Experience Site Leads regarding
operational performance, risks, and opportunities
Collaborate with Lines of Business (LOBs) to understand evolving workplace needs
and adjust service delivery accordingly
Champion the customer delight philosophy, ensuring all team interactions reflect
JLL's commitment to exceptional service
Conduct regular occupant feedback sessions and implement improvements based
on user input
Required Qualifications
Education & Experience
Bachelor's degree in Hospitality Management, Business Administration, Facilities
Management, or related field
Minimum 3-5 years of progressive experience in hospitality, facilities management,
or workplace services
At least 2 years of team leadership or supervisory experience, preferably in serviceoriented environments
Demonstrated experience managing vendor relationships and service contracts
Core Competencies
Exceptional verbal and written communication skills with ability to interact
professionally with all organizational levels
Proven ability to lead teams, manage performance, and develop talent in fast-paced
service environments
Experience with workplace technology systems, reporting tools, and data analysis
Personal Attributes
Service excellence mindset with genuine commitment to creating positive
workplace experiences
Adaptable and open to new ideas with willingness to challenge existing processes
for improvement
Strong organizational skills with ability to manage multiple priorities and competing
demands
Proactive approach to identifying and addressing potential issues before they
impact occupant experience
This role offers the opportunity to shape workplace experiences that directly impact
thousands of occupants daily, while building and leading a high-performing team
dedicated to service excellence and continuous improvement.
Location:
On-site –Hyderabad, TS
Scheduled Weekly Hours:
48
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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