Workplace Program Manager
Work Dynamics
Overall Roll
The Workplace Program Manager is responsible for leading the team in forging a lasting, open, and collaborative relationship with clients through the delivery of a unique and authentic experience across two or more client sites.
Provide and manage a comprehensive and consistent range of services across the campus with a focus on continuous improvement, operational excellence, safety, and compliance. Create an interesting and impactful client engagement strategy. Build a community of ambassadors and workplace support team to deliver timely and consistent Workplace experience soft services & workplace operations technical services. Develop client support and feedback initiatives and lead regular meetings with stakeholders to enhance relationships.
JLL is currently reshaping our workplace property service delivery and this role plays a key part in supporting the operational team on the account to deliver services that provide leading edge facilities and workplace services that align to JLL’s “The Future of Work” methodology.
Duties & responsibilities
Transforming to the Workplace Team of the future
o Introduce technology and digital platforms to enable Workplace team to be mobile and present on the occupant floors
o Adopt the account’s new and innovative methods that can support the digitalisation of the workplace through automation, sensors, touchless technology, and new applications
o Develop an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile
Facilities Operations
o Manage & oversee soft services and events management as part of the scope delivered
o Create a comfortable, welcoming, and hospitable experience employees and their guests
- Supervise and maintain the work schedule of the workplace support team, including receptionist, event coordinator, admin coordinator and housekeeping staff.
- Be the point of contact and maintain relationships with external stakeholders, such as building landlords and local government agencies
o Review operational SOP’s & propose / make changes as part of continuous improvement
o Able to liaise with Landlord on lease management and contractual services delivered including Cleaning Services
Human Experience
o Deliver the account’s Human Experience Roadmap across the campus and ensure the delivery of all operational requirements to uplift workplace experience, community engagement and sense of wellness and well-being across the campus
o Deliver programs that drive employee engagement, sense of belonging, excitement and fun at work that contribute to employee productivity and pride
o Ensure the account’s HX program initiatives are measurable and tangible to the workplace
o Support all regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops, food & beverage, wellness, community engagement, digitalisation of the workplace, sustainability and D&I
Client Engagement
o Create a fun and impactful client engagement strategy
o Engage with all guests, employees, and key stakeholders
o Imbed in the FM team a culture of empowerment, engagement, and fulfilment
o Work with relevant parties on space management through data analytics
o Develop client support/feedback initiatives e.g. FAQ
o Build a team of ambassadors to delivery soft services that are authentic, caring, and able to provide timely services
o Ensure effective communications and reporting to clients on operation matters and Workplace Experience
o Evaluate service response time and analyse occupants’ service request trends and suggestions
o Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user
Communication
o Lead the development and implementation of all internal communication strategies in collaboration with client’s leadership with a focus on improving culture and employee engagement.
o Liaise with JLL team and client on soft service delivery
o Share regular event and celebrations content through client’s internal monitors, blog posts, newsletters, and other communication channels.
o Create, manage JLL profile within the client account
o Adopt innovative communication strategies
o Champion monthly meetings with stakeholders to enhance relationships
Team Management
o Team player, motivational leader, work across business unit to establish a collaborative environment.
o Identify area of development for his /her staff
o Drive the campus team to meet all key performance indicators as set out in the Account plan & SLA.
o Actively encourage an environment that drive teamwork, co-operation & performance excellence
o Act as manager and a coach for the team ensuring high staff morale, trust, and work ethics
o Ensure the team is well trained on all facilities policies, procedures, and systems
Reporting
o Ensure the monthly performance report is generated to meet SLA standards.
o Review monthly financial reports including the preparation of accruals and variance analysis
o A Bachelors in related field and work experience of four to six (4-6) years, which should be related to all aspects of workplace (FM) delivery at account level.
o Excellent time management and communication skills.
o Sales skills and ability to build productive business relationships
o Ability to manage multiple projects independently
o Comprehension of soft services to ensure services are managed, although technical qualification / background is not mandatory
o One or more globally/regionally recognized certifications in Facility management, PMP, Health and Safety, Human Experience, etc., would be an asset.
o MS Office proficiency
Task Skills
o Hospitality management
o Project management
o Planning and organizing
o Customer relationship management
Personal Skills
o Strong communications and customer focus skills with the ability to interface and relate to the different stakeholders in the organization
o Confident, friendly & engaging
o Strong drive and persistence to achieve results
o Creative thinking with an open mind that is balanced by a strong sense of realism and practicality
