Professional, Facilities Management

Overview

Workplace Experience Lead for the Work Dynamics account, responsible for driving workspace experience programs, fronting employee engagement activities, and acting as the point of contact for all employee queries and requests.

What you'll do

• Create occupant delight through a customer-centric experience for occupants and guests within the assigned portfolio.
• Act as the single point of contact for daily workspace needs and issue resolution on office floors, and reset space on the fly.
• Act as a basic counsel on space needs and options per Workspace Standards.
• Serve as the embedded point of contact for the IBM Regional & Local Real Estate (GRE) team on site-level workspace activities and drive consistent implementation through nudge behaviours.
• Share observations on misalignment to nudge behaviours, including data from the Workspace Delivery team.
• Introduce technology and digital platforms so the Workspace Experience team can be mobile and present on occupant floors.
• Establish direct relationships with client business units and their neighbourhood community, understand their issues, and satisfy their requests.
• Liaise between the amenities team and facilities for event setup logistics, including ensuring event venues are clean and tidy before and after events.
• Engage floor users through data analysis, escalate facilities issues to management, and consolidate feedback for continuous improvement.
• Conduct continuous floor inspections to ensure cleanliness and correct maintenance.
• Proactively develop and manage client relationships, meet contract requirements and KPIs, and deliver exceptional service as reflected in client feedback.
• Lead and develop the team through performance assessments, training, workload management, and succession planning for key team members and on-site vendors.
• Ensure service deliverables meet SLAs and KPIs, and take responsibility and accountability for all service requests within the designated area.
• Handle helpdesk service requests via telephone or email, issue work orders to vendors, and oversee office premises and hospitality services for users.
• Develop and implement operational procedures and performance measures, and ensure operations align with financial processes and JLL and client Health, Safety, Environment and Risk Management policies.
• Generate reports and presentations per service delivery requirements and support regional initiatives such as user experience programs and system roll-outs.
• Participate in ad-hoc projects when required.

What you'll need

• 5 to 10 years of experience in Hospitality, Flight Attendant, Events Management or Serviced Office.
• Customer-focused, with a proactive approach to establishing customer relationships.
• Strong analytical, organisation and administration skills.
• Excellent verbal and written communication.
• Proven ability to function effectively as part of a team.
• Proven ability to initiate and follow through on improvement initiatives and process amendments.
• Ability to stand for long periods of time.
• Ability to communicate and interact with all levels of people.
• Ability to adapt in a fast-paced environment and meet changing client needs.
• Ability to interact with a wide range of client staff, including senior levels, and manage conflict between client and firm requirements.
• Ability to lead a team effectively, train team members, and promote open, constructive and collaborative relationships.
• Excellent planning and organisational skills to prioritise work and meet tight deadlines.
• Proven ability to manage multiple and complex operational matters on a daily basis.
• Capacity to deal with ambiguity and solve complex problems, using a quantitative approach and holistic long-term solutions.

Nice to have

• Bachelor's degree or degree in Hotel Management, business or other related field.

Details

• On-site, Bengaluru, Karnataka.
• Scheduled weekly hours: 40.