Workplace Experience Lead

1 week ago

Sydney, New South Wales, Australia JLL Full time
JLL supports the Whole You, personally and professionally.

Workplace Experience Lead, ANZ
Corporate Solutions (Integrated Facilities Management)

Shaping the future of real estate for a better world

At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities.

With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.


We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working.

We approach our work in a warmer, more optimistic, and inclusive way.

Our benefits are a good reason to come to JLL:

  • Employee assistance programme
  • Access to a range of wellbeing schemes and discounts
  • 12 weeks paid parental leave for Primary Carer after 12 months of service
  • Flexible Work Arrangements may be available

The Opportunity:

We seek an experienced Workplace Experience Lead to join our high-performing team.

This position is responsible for the end-to-end Occupant and Guest Experience within the assigned portfolio, with a focus on providing outstanding Experience in the Workplace.

With Experience at the core of service delivery, workplace activities need as human-centric and engagement focussed as possible.

this includes team management, site operations, service contracts, sourcing, procurement and financial decisions made with this ultimate target in mind while maintaining safe working practices throughout all we do.


The role acts as the single point of contact for the JPMC Global Real Estate ("GRE") client team regarding Workplace activities at a Country level and supports account initiatives by driving consistent implementation and delivery.


A key aspect of this role is engagement, interfacing not only with GRE but also with other service partners such as Security and Dining Services, with Landlords as relevant, along with the lines of business and occupants as the ultimate service recipients.


Key Responsibilities:

Transforming to the Workplace Team of the Future
Develop existing and bring in new talent and capabilities into the Workplace Experience Team.
Introduce technology and digital platforms to enable the 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.

Client/Stakeholder Management
in support of the Cluster lead
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.

Leadership / Staff Management
Actively encourage an environment that supports teamwork, cooperation, performance excellence and personal success.
Proactively manage the team to deliver exceptional service.

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.

Operations Management

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 as technology roll-outs, benchmarking, best practices etc.
Plan and drive programs to enhance user experience in the client's environment.
Responsible for monitoring and a team of workplace ambassadors in delivering workplace experience.
Ensure the delivery of all operational requirements as per the client's scope of work across the country.
Develop and implement operational procedures and performance measures. to ensure simplification and accuracy of work methods, reliability of systems and consistency.

Ensure site financial operations are meeting or exceeding targets and financial processes as well as controls are adhered to at all times.

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
Ensuring meeting or exceeding SLA/KPI scores Ensuring up-to-date information on Client's Property Services SharePoint.
Hire, attract and retain a team of top talented employees and ensure company standards are met.
Resolve user's complaints and concerns with solutions and follow-up.
Review and spot-check suppliers/service provider's performance to ensure contractual obligations are delivered.
Schedule detailed floor inspections conducted regularly.
Implement service tasks, procedures and policies and measure performance.
Ensure that an effective Work Order system is maintained for rectification of any defective items/services & ensure that these are addressed in a ti

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