Overall Role
- Enhance the employee experience by providing hospitable and warm customer service.
- Assist Facilities Management in the delivery of soft services.
- To assist in the maintenance of the premises including any designated financial, maintenance, procurement, asset, and vendor management.
- Develop an understanding of and sound working relationship with key representatives of the business, suppliers, and team members.
- Be the voice of the users by listening and providing for their requests.
- Be a supporter of change and spokesperson for agile workplace concepts.
Duties & responsibilities
- Primary focus on creating a welcoming environment for employees internal and external clients by providing authentic, caring, and timely service.
- Foster a sense of community and create happiness at work to our client.
- Curate a welcoming and collaborative community environment that supports an inclusive culture for our employees.
- Build relationships with our employee community and proactively gather information, so the Workplace Team can anticipate their needs before they arise and deliver outstanding customer service.
- Own how we approach workplace communications and the channels used to share local information, building updates and upcoming events with our employee community.
- Support and guide our employee on how to use our amenities to help them maximize their productivity in the workplace.
- Planning and execution of community events to promote employee networking, wellness, and our mission.
- Talking with other Community Representatives to confer on issues, share good practice, and seek advice or knowledge about specific issues.
- Manage all aspects of account’s soft services.
- Need to be culturally sensitive and perform work ethically and with integrity.
- Good knowledge of the surrounding amenities. ie: location of the ATM, restaurant, direction to the train station, etc.
- Support Workplace Team in responding to corporate services requests.
- Support in ordering of offices supplies and booking of meeting rooms.
- As part of team rotation, provide Helpdesk support by responding to requests and tickets logged into Corrigo platform. Ensure tickets are being followed up by the relevant teams.
- Upkeep and update the list of vendors and contacts.
- Assist in collation for all team monthly reporting.
- Assist with any other duties as assigned by the reporting Manager for any operational or business needs.
- Handle vendor invoices that include coding, tracking the payment.
- Respond to ‘fix me’ stickers and close the feedback loop.
Key Competencies
- Able to multitask and resolve multiple requests simultaneously
- Adequate interpersonal skills to manage diverse range of service providers and Client representatives
- Good people skills and ability to interact with a wide range of client users and demands
- PC literacy and proven ability to manage daily activities using various systems, including the internet and e-mail functions
- Demonstrated experience with continuous improvement initiative
- Good communicator, confident, friendly, engaging
- Able to relate to different stakeholders of the organisation
- “Customer first” mind set
Key Measurables (KPIs)
- Workplace Pride
- Workplace Productivity
- Employment Agreement
- Compliance with the Service Level Agreement established between Jones Lang LaSalle and Client.
Behavioural Competencies
LEADERSHIP
- Work towards objectives unsupervised
- Provide guidance and support to the team members
- Taking ownership of any workspace-related issues on floor(s) allocated
PERSONAL EFFECTIVENESS
- Proactively engages with bank users, clients, and team members to ensure vibrancy at the workplace
- Actively promotes other client-led initiatives
- Contributes via regular feedback, to the overall performance of the delivery team
DECISION MAKING
- Be able to make difficult decisions and resolve problems or improve operations.
- Actively search out opportunities to achieve best results and increase the service delivery provided by Jones Lang LaSalle/client
RELATIONSHIP BUILDING
- Promote open, constructive, and collaborative relations with team members and clients.
- Proactively build rapport with other functions (Hospitality, D&C, M&E) to ensure seamless delivery of service to client.
COMMUNICATION
- Listens effectively and communicate through actions and example. Has good written and oral communication skills.
- Address employee inquiries and concerns related to the workplace
- Contribute to initiatives that enhance workplace culture and well-being
- Assist in onboarding new employees regarding workplace procedures
BUDGET AND REPORTING
- Help prepare and monitor facility-related budgets
- Assist in creating reports on workplace metrics and KPIs
- Track and analyze data on space utilization and operational costs
SUSTAINABILITY
- Support implementation of sustainability initiatives
- Monitor and report on energy consumption and waste management
