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Workplace Experience Lead
Jones Lang LaSalle
Fort Lauderdale, FL, United States
Job Details - this job has expired, please see similar jobs below
Job Purpose:
The Workplace Experience Lead’s primary goal is impacting the care and comfort of end users through a remarkable IFM service delivery and implementation of projects and programs to create a WOW user experience.
Key Responsibilities and Accountabilities:
Ensure compliance with approved SOPs for each service provided. If IFM member identifies discrepancies between SOP implementation and coherent applicability, must escalate to update or implement local variances in SOP.
Volume 1: Account Management
Area of responsibility SOW
Responsibilities
Governance & General Management
• Ensures compliance with SOPs for all Customer Experience contracted services, identifies and includes all variations applicable per site.
• Ensures compliance with MS standardized processes, policies and procedures by all parties executing services on behalf of MS.
• Support annual development of Site Operations Plan and execute Customer Experience projects & programs assigned.
• Provides visibility of opportunities in processes and programs for improvements.
• Participate and be engaged with IFM meeting cadence (operational, strategic and best practice forums).
Reporting
• Provide operational service reporting on a monthly, quarterly and annual basis.
• Ensure information reported is accurate with MS systems information. Advise of any data issues to address data accuracy.
Sourcing & Procurement
• Supports sourcing, selection, contracting and management of Tier Two providers.
• Onboard and train Tier Two Providers as may be required.
Supplier Performance
• Validates all provider invoices related to soft services submitted for payment are appropriate and consistent with MS expenditure authorization limits and compliance guidelines.
• In coordination with FM, measure and track vendor performance against pre-defined set of success criteria and contract obligations utilizing metrics and KPIs where applicable.
• Manages T2 vendor relationship to ensure the adequate service delivery.
Financial Management
• Ensure contractually correct and timely payment of Tier One and Tier Two Provider invoices/invoice processing (per agreed term) submitted to MS Accounts Payable.
• Ensure invoices are correctly prepared by vendors.
Innovation, Benchmarking, & Cost Savings
• Continuously identifies ways in which service can be improved and value for money can be enhanced. Communicates innovations and cost savings ideas to RE&F.
• Develops, seeks approvals, and implements plans for continuous process improvement, cost reduction and efficiency.
• Benchmarks practices within JLL accounts and proposes improvements if applicable.
Change Management
• Supports execution for IFM Change Management activities.
Client Relationship Management
• Acts in alignment with local CRM Strategy.
Marketing & Communications
• Supports the execution of Key Activities Calendar and assures all assigned communications are executed in timely manner.
Environmental Sustainability
• Works in coordination with Ops Supervisor and CX&C team to plan and execute activities related to environmental sustainability.
Volume 2: MS Customer & Employee Experience
Area of responsibility SOW
Responsibilities
Reception
• Manages receptionist services for MS locations. Services shall utilize global best practices to assure that interactions result in the highest possible level of professionalism, responsiveness and satisfaction. Adapts, as may be needed, for local/regional customs/practices.
• Implements MS Programs related to service.
Office Supplies
• Manages the purchase, receipt, storage and issue/return office supplies in compliance with applicable programs and procedures.
Shipping & Receiving
• Manages shipping and receiving services at assigned properties.
Mail Collection & Distribution
• Ensures mail collection and distribution services are provided within and between designated MS properties in a safe, efficient, and cost-effective manner.
Courier Services
• Manages mail Courier and Express Courier services within and between designated properties and to/from local post office including delivery of MS business mail, parcels, documents, interoffice mail and any other items to be delivered to MS sites.
Beverage Services
• Manages and provides Free Beverages Program to MS employees and manages the budget for this service.
Catering & Hospitality & Non-Full-Service Café
• Ensures compliance with all health, safety and environmental requirements.
Catering (Where applies)
• Manages Tier Two catering and hospitality providers to perform services in the MS facility on a limited basis for meetings/events (non-recurring/non-daily).
Non-Full Service (Where applies)
• Ensures preparation, delivery and quality of food and beverages comply with MS standards.
Employee Dinning Services
(Where applies)
• Supplies a high-quality Employee Dining Services program that is consistent with MS’s commitment to provide diverse, healthful, and affordable food service to customers.
• Ensures wellness, marketing and customer satisfaction programs are provided by Tier Two vendor.
Vending Services
(Where applies)
• Manages vending services. Coordinate, balance and test supply mix.
Site Occupants New Hires / Exists
• Execute MS New Hires facilities set-up process for site occupants, providing the best workplace experience, a comprehensive on-boarding, workspace and supplies to perform their activities since day one.
• Coordinates exit activities related to IFM (MS belongings).
Transportation
(Where applies).
• Provides transportation services required to meet site requirements including shuttles, buses, and taxis.
Others
• Manages and provides Free Snacks Program to MS employees, where such services are required, and manages the budget for this service.
• Maintains a list of local catering companies that can be recommended to event organizers as an alternative to onsite catering option and MS expectations.
• Ensures timely clean & set-up of conference rooms.
Volume 3: Facilities Management
Services according to Portfolio Matrix.
Area of responsibility SOW
Responsibilities
Work Order Management
• Executes routine walkthroughs and assessments, proactive work order entry, execution timeliness and follow up.
• Guarantees services requested by occupants and visitors related Customer Experience are provided, complying with the response times defined on the Response Priority Matrix. Identify insights from data on FSC requests to enhance customer experience.
General Cleaning & Day Porter Services: Windows Cleaning
• Ensure safe, efficient, and cost-effective Class A building general cleaning and janitorial services within the agreed upon service levels for customer facing and non-customer facing areas at MS sites.
General Cleaning & Day Porter Services: Interior Plant Maintenance
• Coordinate maintenance of all existing, new, and replacement interior plants according to MS design language.
• Ensures that only healthy plants are displayed on site.
Building Sweep
• Conducts periodic inspections to ensure spaces are clean and tidy.
Parking
• Manages parking program.
• Coordinates with local HR the assignment criteria.
Medical Kits
• Coordinate installation, inventory management and maintenance/repair services for medical kits.
Volume 5: Project Management
Area of responsibility SOW
Responsibilities
MAC Small Project &
Project Management Infrastructure Renewal
• Supports FMs/FCs to execute project management services for all small moves, adds, & changes (MACs) and minor space reconfiguration projects. Escalate in a timely manner when risks are identified.
• Provides visibility and work as One Team with MS stakeholders to ensure a seamless experience before, during and after the project execution.
Integrator TM / PM Support
• Supports Full Scope Projects and Transaction Management according to SOP to ensure success.
Volume 6: Security, Fire Life & Safety and EH&S
Area of responsibility SOW
Responsibilities
Area Access and Key Management
• Manages key card program.
Requirements
Academic Background:
Bachelor’s degree in Hospitality, Business Administration and related fields.
Experience:
2-4 years’ experience in facilities, hospitality or related field.
Managing soft services in corporate offices.
Desirable: experience working in technologyindustry.
Technical Skills:
• Knowledge of vendor management for specialized services.
• Knowledge in budget management and financial analysis skills.
• Knowledge of local occupational health and safety requirements.
JLL Is an Equal Opportunity Employer
JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy at https://jll2.sharepoint.com/CorporatePolicies/HR%20Policies/Equal%20Employment%20Opportunity%20and%20Affirmative%20Action.pdf.
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