Anz Workplace Lead

JLL supports the Whole You, personally and professionally.

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.

JLL is a global leader in helping clients envision where people will live, work, play, shop, and eat.

**What this opportunity involves**:
This position is responsible to provide outstanding Occupant Experience in the Workplace. With Experience at the core of the gearing of the service delivery, workplace activities need as human-centric and engagement focussed as possible, with team management, site operations, service contracts, sourcing, procurement and financial decisions are made with this ultimate target of Delight in mind, while maintaining safe working practices throughout all we do.

**An Overview of the role**:
The role acts as the single point of contact for the SAP Global Real Estate & Facilities (“GRF”) client team regarding Workplace activities and supports Regional initiatives by driving consistent implementation and delivery.

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

Located in Australia, the Workplace Experience lead is both the operational lead of the Australia and New Zealand portfolio ( 5 sites in AU, 2 sites in NZ)

**Main Responsibilities**:
Develop existing and bring in new talent and capabilities into the Workplace Experience Team
Introduce technology and digital platforms to enable 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
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
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Proactively manage the country leads and Account staff
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
Ensure the delivery of all operational requirements as per the client scope of works across cluster
Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency across the hub/countries
Work with the respective country leads and site teams to address specific operational issues
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 technology roll-outs, benchmarking, best practices etc.
Actively work closely with the Regional Finance Manager, Regional Operations Director and Regional Performance Analyst to ensure that all site financial operations are meeting or exceeding targets and financial processes as well as controls are always adhered to.
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
Oversee and monitor SLA/KPI performance across the sub region and support hub/countries to address issues and ensure they are meeting or exceeding target scores
Generate reports and conduct presentations as per the service delivery requirements and overall account management.

**What we are looking for**:
Excellent verbal and written communication skills as well as presentation skills, using English language as the preferred communication channel
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
Strong analytical, organization and administration skills
A minimum of 10 years in the facility management industry/hospitality industry
An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.
Experience in Asia Pacific is desired, specifically ANZ
Knowledge of critical facilities
Knowledge of vendor management for specialized services
Demonstrates proactive & professional app