ANZ Workplace Lead

Shaping the future of real estate for a better world

At JLL, we see a Brighter Wayforward 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 approach to customer service and stakeholder engagement
• Has a natural hospitality-orientated communications acumen
• Ability to interact with a wide range of client staff, including senior levels
• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

What you can expect from us: 

You’ll join an entrepreneurial, inclusive culture. One where the best inspire the best. Where like-minded people work naturally together to achieve great things. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you. 

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 regardless of race, gender, age, sexual orientation or disability, and that is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies.

We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce. 

Interested candidates, please apply following the link below quoting job reference number LMREQ365629. 

We’re a world leader in real estate services, powered by an entrepreneurial spirit. We want the most ambitious clients to work with us, and the most ambitious people to work for us. It’s as simple as that.

We buy, build, occupy and invest in a variety of assets including industrial, commercial, retail, residential and hotel real estate. From tech startups to global firms, our clients span industries including banking, energy, healthcare, law, life sciences, manufacturing and technology.

We’re a world leader in real estate services, powered by an entrepreneurial spirit. We want the most ambitious clients to work with us, and the most ambitious people to work for us. It’s as simple as that.

We buy, build, occupy and invest in a variety of assets including industrial, commercial, retail, residential and hotel real estate. From tech startups to global firms, our clients span industries including banking, energy, healthcare, law, life sciences, manufacturing and technology.

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