Workspace Experience & Operations Lead - Australia & New Zealand
Workspace Experience & Operations Lead - Australia & New Zealand
1 month ago Be among the first 25 applicants
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:
As the Workspace Experience & Operations Lead, you'll oversee client activities across Australia and New Zealand sites, serving as the key point of contact for stakeholders and 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
* Build and develop effective client / stakeholder relationships across multiple levels of the organisation
* Proactively engage stakeholders to ensure that on site client's expectations are met
People Management
* Manage and coach direct reports to develop a high performance team
* Ensure high staff morale, trust and work ethics
* Develop and maintain a culture that supports collaboration and performance excellence within the team
Site Operations Management
* Oversee 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
Review existing operations regularly to reduce costs and improve operational standards
* 24/7 emergency call support and site attendance if required
Risk Management
* Ensure full compliance with all local and governmental regulations and legislations
* Implement and maintain risk management programs and disaster recovery plans
* Ensure accuracy of escalation and incident reporting procedures
ESG
* Prioritise compliance with all implemented sustainability programs
* 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 and meets best value
* Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed
* Ensure contractors and their staff are aligned to JLL's core principals which include team work, communication and work ethics
Finance Management
* Prepare and manage client and/or site annual budgets for operations and capital works, as required
* Ensure financial processes are followed at all times and budgets are met including providing communication across any variances
* Actively work to ensure that the site's financial operations are meeting or exceeding targets and control requirements including the JLL Code of Ethics
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
* Strong written and verbal communication skills + computer literacy
* Experienced Team leader
* Knowledge of local occupational health and safety requirements
* Experience in Vendor Management
* Understanding of basic technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system)
* Knowledge of Commercial Contract practice
* Ability to manage budgets and perform financial analyse
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.
This is why, for more than a decade, we continue to rank among the World's Most Ethical Companies. We support applications from all underrepresented groups, including Aboriginal and Torres Strait Islanders, LGBT+, people with disability and people of all age, religions, and race.
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.
Apply now LMREQ412770
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
General Business and Engineering
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