We are seeking an experienced FM and Soft Services Subject Matter Expert to join our team as the Facility Management and Soft Services Director. In this role, you will be responsible for implementing operational solutions, executing strategies, fostering supplier relationships, and delivering exceptional experience services to enhance the workplace experience for our clients' employees and guests. You will work closely with multiple Corporate Solutions clients, developing experience strategies, programming, and service delivery. Services may include reception, concierge, amenities, fitness, food services, event planning, janitorial, and more. This client-facing position requires excellent client service and communication skills. Join us in shaping the future of FM Soft Services as part of our dedicated Work Dynamics team.
Operational Excellence
- Act as the subject matter expert for Facilities Management (FM), Soft Services, processes, and best practices in the APAC region, and additional support globally.
- Collaborate with multiple teams to provide consultation and guidance on FM strategies, standards, and operational excellence.
- Stay updated with industry trends, regulations, and emerging technologies in FM to identify opportunities for improvement and innovation.
- Analyze current FM practices and develop recommendations for enhancing efficiency, cost optimization, and sustainability.
- Provide “thought leadership” and support in the development and implementation of standardized FM processes, policies, and procedures.
- Serve as a key point of contact for APAC region stakeholders, including clients, vendors, and internal teams, ensuring effective communications and resolution of FM-related issues.
- Collaborate with cross-functional teams to support business development efforts by contributing FM expertise to proposals, RFPs/RFQs, renewals, and client presentations.
- Assist in training and mentoring junior FM professionals by conducting workshops, seminars, and knowledge-sharing sessions.
- Participate in industry events, conferences, and forums to represent the company and stay updated on market insights and competitor activities.
- Act as a liaison between regional FM teams and global FM leadership, identifying areas of alignment and driving consistency in service delivery across the APAC region.
Experience Management
- Works collaboratively with account teams and clients to understand their overall IFM goals and objectives and creates comprehensive strategies that enhance employee engagement to increase productivity and attract and retain talent
- Develops proposals and solutions that drive results for our clients and JLL
- Builds meaningful, lasting relationships with the JLL team and our clients to promote confidence, innovation, and best practices
- Leads internal/external meetings, client workshops, and visioning sessions
- Acts as a resource and subject matter expert to our client, sharing industry expertise, best practices, and thought leadership
- Perpetuate a culture of hospitality by developing and delivering training programs that empower the team to deliver exceptional experiences for our client’s employees and guests
Business Development
- Work with other platform resources to identify account opportunities
- Quickly gathers client requirements and develops comprehensive proposals with clear, articulate, and winning value propositions for presentation to existing clients
- Maintains a thorough knowledge of the competitive environment and articulates JLL’s value proposition
- Participate in client workshops and solution sessions as needed
Qualifications
- Bachelor’s degree
- 10+ years prior experience in Soft Services, Facility Management or Operations, and/or knowledge of commercial real estate or hospitality industry, preferred
- Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast-paced, heavily matrixed environment
- Self-directed with a high energy level, track record of initiative, integrity, and sound judgment
- Ability to present in front of many different types of clients and flexibility with presentation style
- Highly collaborative approach to business with strong interpersonal skills and the ability to influence others
- Ability to gather data, assess situations and quickly develop solutions with a strong analytical/financial aptitude
- Excellent verbal and written communication skills with the ability to communicate in a clear, concise, professional manner
- Demonstrated ability to achieve results through team members, in a heavily matrixed organization, without direct management responsibility
- Proficient skills in Microsoft Office (Excel, Word, PowerPoint, Teams, and Outlook).
