Workplace Experience

JLL supports the Whole You, personally and professionally.
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.
**About Us**:
Our Work Dynamics business line works with some of the world's leading organisations to provide onsite solutions.
JLL Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.
**The Role**:
The Workspace Experience & Operations Lead will have overall responsibility to manage the day-to-day client activities for all sites in Australia and New Zealand, and be the on-site key point of contact for key client stakeholders. The role will assume overall responsibility for managing all Workspace Experience & Operations services.
**A snapshot of the role**:
Client/Stakeholder Management
Deliver exceptional client service and achieve high levels of client satisfaction
Proactively engage stakeholders to ensure that on site client’s expectations are met
Build and develop effective client / stakeholder relationships across multiple levels of the organisation
People Management
Manage and coach direct reports to develop a high performance team
Develop and sustain a high-quality well motivated team
Ensure high staff morale, trust and work ethics
Ensure succession planning is in place for all roles
Develop and maintain a culture that supports collaboration and performance excellence within the team
Mentor and enable Training & Development of team members
Site Operations Management
Responsible for technical and workspace operations, ensuring all Critical Environment (CEM) requirements are met
Responsible for service delivery in accordance with client KPIs and SLAs
Recommend continuous quality improvement practices and implement Industry Best Practice operations
Implement building procedures and performance measures and ensure they are maintained at all times
Review existing operations regularly to reduce costs and improve operational standards
24/7 emergency call support and site attendance as required
Risk Management
Ensure full compliance with all local and governmental regulations and legislations
Ensure site risk management programs including audits are implemented and maintained
Ensure disaster recovery and business continuity plans are implemented and maintained
Ensure accuracy of escalation and incident reporting procedures
Assist in the development of guidelines and strategies to ensure compliance with JLL’s business code of conduct
ESG
Prioritise compliance with all implemented sustainability programs
Ensure services are delivered in a manner that supports JLL and client Net Carbon Zero Goals and D&I
Procurement & Vendor Management
Ensure vendors are well-managed, delivering services on time and within budget
Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as JLL best practice
Monitor vendor KPI and SLA scores
Contracts Management
Manage all contracts to ensure that they are professionally delivered at the right costs
Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed
Ensure contracts are continually assessed to deliver best value to the client
Finance Management
Prepare and manage client and/or site annual budgets for operations and capital works, as required
Ensure contract billing is completed in a timely manner
**What we are looking for**:
Min. Bachelor’s degree in facilities management, building, business or other related field &/or 5+ years experience in facilities, property management or related field
Has experience working in financial or investment banking environment
Knowledge of local occupational health and safety requirements
Knowledge of critical environments
Knowledge of vendor management for specialized services
Has an understanding of basic technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system)
Proven capacity to understand and interpret commercial contracts
Strong budget management and financial analysis skills
**What to expect from us**:
As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity and building an inclusive workplace.
We are dedicated to offering veterans from all