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Regional Soft Services Manager
Jones Lang LaSalle
Plano, TX, United States
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Key Responsibilities
• Manages day to day operations and implementation of the hospitality focused guest services programs on the account, developing programs, tools and processes while integrating the underlying services.
• Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.
• Facilitates customer experience training program on account, to enable exceptional service delivery.
• Assists with projects and initiatives that that enhance employee engagement, increase productivity, reduce cost, mitigate risk and create value for our Client and JLL.
• Anticipation and response to needs and concerns of multiple clients.
• Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s).
• Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.
• Perform additional job duties, as requested.
Qualifications
• Bachelor’s degree or equivalent combination of education and experience.
• 3+ years prior experience in Soft Services, Operations or Supply Chain Management and/or knowledge of commercial real estate or hospitality industry, preferred.
• Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment.
• Strong analytical/financial aptitude. Ability to gather data, assess situations and quickly develop solutions.
• Track record of initiative, integrity and good judgement.
• Highly collaborative with strong interpersonal skills.
• Excellent verbal and written communication skills with the ability to communicate professionally.
• Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access).
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