Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
What this job involves:
This position is responsible for overseeing the Workspace and Guest Experience across multiple markets within a sub-region (e.g., West Asia, South Asia, or North Asia). The role focuses on providing outstanding end-to-end Experience in the Workspace and to Guests across multiple sites and countries.
Reporting to the AME Workspace Experience Lead, this role will be responsible for supporting and driving the experience culture for multiple sites, both regionally and on-site.
A key aspect of this role is engaging with both key regional and site stakeholders, other service partners and vendors as well as site occupants as the ultimate service recipients.
What your day-to-day will look like:
Transforming to the Workspace Team of the future
Develop the Workspace & Guest Experience Team capabilities, to ensure there is a highly proactive, responsive, dynamic, and agile team.
Develop and implement strategies to align Workspace & Guest Experience capabilities across multiple markets within the sub-region.
Support the use of technology and digital platforms to enable the Workspace and Guest Experience team to be agile and present and deliver best-in-class service.
Support a culture of continuous learning within the team, supporting their career development.
Promote and share best practice across the team to align service standards.
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Client/Stakeholder Management (in support of the AME Workspace Experience Lead)
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Develop meaningful stakeholder relationships on-site to ensure we are aware of business needs, enabling agility with the changing requirements of the portfolio and site stakeholders.
Work closely with Workspace Operations Managers and Sub-Regional Account Director to ensure we deliver an aligned and seamlesss one team approach.
Ensure all feedback insights are shared with the ASP Workspace Experience Lead in a timely manner, allowing trend identification, root cause analysis as well as sharing our successes.
Cultivate relationships with key regional or global stakeholders across various markets to ensure alignment with regional business needs and changing requirements.
Leadership / Staff Management
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Assist the AME Workspace Experience Lead with the deployment of behaviour-based training, playbooks, and JD’s. Actively encourage an environment that supports cross-functional teamwork, co-operation, performance excellence, and personal success.Create a culture of accountability and ownership where the team provides a personal service and follows up as necessary.Oversee and guide Workspace Experience Leads across multiple markets, ensuring consistent service delivery and performance across the sub-region.
Operations Management
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Ensure the delivery of all operational requirements as per the client's scope of work across multiple markets and sites within the sub-region.Support the team’s awareness of business and team activity with regular and ad-hoc communication including regular team meetings and one-to-onesTo ensure that the Guest Experience team is consistently aware of VIP activity throughout their sites, to ensure that service is exceeded at any touchpoint. In addition, ensuring, they keep the wider JLL site colleagues aware of any VIP activity.Always ensure that the team is adhering to the highest levels of personal presentation/appearance and wearing the correct uniform.Carry out regular service audits of both the guest and colleague areas across the sites to ensure they are operating with service excellence at the forefront, ensuring any learnings are shared and issues closed out in a timely manner.Operate in a proactive manner that supports the entire Team, demonstrating a can-do attitude; this will include supporting on reception desks if needed. Support Regional initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops, and client initiatives as appropriate, through driving implementation and consistency across the region.Ensure operations are aligned to financial processes and controls are always adhered to achieve good financial management.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 to demonstrate.Hire, attract, and retain a team of top-talent employees and ensure company standards are met. Resolve users' complaints and concerns with solutions and follow-up. Work proactively to avoid future complaints. Ensure timely escalations of any complaints to the ASP Workspace Experience Lead.Support and participate as a key team member in response to any on-site emergency situations, ensuring workspace experience team members are on the ground, mitigating risk, and engaging with colleagues as needed.Analyze regional data to identify trends, best practices, and areas for improvement across markets.
What we expect from all our colleagues on account:
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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.
With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the opportunity to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish. 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.undefinedundefinedundefinedYou 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:
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Excellent verbal and written communication skills as well as presentation skills Able to adapt to a fast-paced working environment and versatile in meeting changing client needs, understand cultural nuances, and impact on experience in different markets. Strong analytical, organization, and administration skills including attention to details At least 5 years of leadership experience within a corporate, operations, or hospitality environment. Self-motivated service leader committed to driving service excellence. Experienced in leading client services and maintaining standard operating procedures and other internal/external communication methods. Strong project management skills and experienced at managing change. Able to effectively collaborate with other teams and markets. Ability to demonstrate empathy and excellent customer service. Must be computer literate including MS office and navigating dashboards. Ability to manage conflict. Ability to take ownership, and lead by example, including willingness to perform hands-on tasks when required. Should have an excellent and positive “can do attitude” and a great team player and leader.
About JLL
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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 honoured 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.
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Privacy Statement
Location:
On-site –Mumbai, MH
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.
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
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