ROLE AND RESPONSIBILITIES
Overall Role
This position is in its nature proactive and focused on the technical details, to ensure the functionality of the workplace. It enables the Occupant and Guest Experience based on the requirement “works every time”, while maintaining safe working practices throughout all we do.
The role responds and completes the day-to-day operation requirements to support the Workplace Team and our vendor partners, ensuring compliance to SOPs and SLAs.
A key aspect of this role is to work hand in hand with other service partners such as Security and Amenities Services, with Landlords as relevant, to deliver on consistency of service to Occupants and Guests.
MAJOR RESPONSIBILITIES
Transforming to the Workplace Team of the future
- Resolve operation concerns in a timely manner to enhance Occupant Experience
- Commitment to deliver the best level of service every time through attention detail
- Identify opportunities to improve technical service delivery to benefit the workplace
- Trusted partner to deliver all GRE requirements aligned to GRE-OE codes
- Strive for Continuous Improvement implementation
Client/Stakeholder Management (in support of the Technical Manager and Workplace Team)
- 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
- Communicate effectively with Clients and vendors at the ground level to create customer delight
- Work with all related parties on timely delivery of all services
Leadership / Staff Management/ Team Participation
- Actively encourage an environment that supports teamwork, co-operation, service and performance excellence and personal success
Operations Management
- Functional operational control to deliver excellence every time
- Understand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
- Implement and manage the change control process
- Be able to resolve problems and improve operations
- Implementation of task procedures and policies
- Prepare thought through risk assessments for self-delivery
- Respond to critical out-of-hours issues & participate as a key team member in responses to emergency situations
- Coordinate, manage and oversee vendors to perform a wide range of workplace-related services
- Ensure service deliverables meet SLAs and KPIs
- When necessary raise risks to Technical Manager for further investigation
- Cost saving mind-set that drives value for service as every level
- Conduct data analysis report when necessary
- Escalate recurring problems and possible solutions to Engineering and Workplace team
- Located on site at the client's offices
- Mobile as required to cover multiple sites
- Managing all technical service contracts, including inspections and quality management of service delivery
- Implementing building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems
- Ensuring an adequate supply of materials and service for the proper operation of the buildings and enter into supply and service contracts as approved by the client
- Share best practices and new ideas to further support the Workplace Team
- Assisting with the preparations of strategic plans, budgets, and client reports, including financial reconciliation for service contract accounts
- Ensure the implementation and management of Risk & Safety work practices to mitigate the risk of services interruption to client’s operation
- Co-ordinate with Building Managers & the Business Units on Project issues
- Co-ordinate with Building Operation teams in setting up and sustaining the best maintenance standards and practices
- Deliver a programme of inspections for the property on Energy conservation, Maintenance practices, Utility management and Risk management procedures
- Deliver /oversee the preventive maintenance programme to reduce the risk of sudden failures of critical equipment
- Follow the SOP/EOP and training programme for staff
- Participate in regular audits on process to ensure the procedures are being followed and adhered with by the Workplace team
- Adhere to all safety procedures, including Crisis Management/ Business Continuity and Emergency Procedures are maintained at all times
- Ensure all works are compliance with statutory regulations on fire, health and safety standards
- Ensure that service delivery teams and on-site contractors undergo a Health and Safety Induction prior to deployment
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
- Excellent verbal and written communication skills
- Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
- Knowledge of HVAC, Fire Protection System, Electrical system and Building Management System (BMS). Has experience in CRAC, UPS, Chiller Plant or Critical Equipment operations is preferred
- Knowledge of Occupational Safety requirements
- Strong PC literacy and able to manage daily activities using various systems, such as BMS, and other computerized control/monitoring system
- 5 working days per week, shift pattern required (40 hours per week)
- Ability to effectively communicate and interact with all levels of people
- Fluent in English (verbal and written)
Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)
Client Focus & Relationship Management – ‘I Value my Customers’
- 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 manage conflict and balance between client and firm requirements
- Has a customer service-oriented attitude
People Management and Team Leadership – ‘I am a Team Player’
- Ability to be part of the team effectively, actively participating in open, constructive and collaborative relationships at all levels
Program Management & Organizational Skills – ‘I am Proactive’
- Planning & organizational skills to prioritize work and meet tight deadlines
- Ability to manage multiple and complex operational matters on a daily basis
Problem Solving & Strategic Thinking – ‘I am Innovative’
- Capacity to deal with ambiguity and solve complex problems effectively
- Analytical, proven ability to solve problems using a quantitative approach
- Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
- Detail focused and proactive in nature
- Self-motivated
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge status quo
- Works well with diverse teams from various countries/cultures
