Workspace Experience and Operations Senior Manager in London

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution.

What this job involves:

JLL are currently recruiting for a Fixed-Term contract and this position will be responsible for the Workspace and Guest Experience within the assigned Client portfolio, with a focus on providing outstanding end-to-end Experience in the Workspace and to Guests coming to our buildings. Reporting to the Workspace Experience Lead, this role will be responsible for supporting and driving the experience culture for multiple sites. A key aspect of this role is engaging with key site stakeholders, other service partners and vendors as well as site occupants as the ultimate service recipients.

What your day-to-day will look like:

• Transforming to the Workspace Team of the future.
• Develop the Workspace Experience Ambassador team capabilities, to ensure there is a highly proactive, responsive, dynamic, and agile team.
• Support the use of technology and digital platforms to enable the Workspace Experience Ambassador team to be agile and present and deliver best-in-class service.
• Support a culture of continuous learning within the team, supporting their career development.
• Promote and share best practice across the team to align service standards.
• Client/Stakeholder Management (in support of the Workspace Experience Lead).
• Develop meaningful stakeholder relationships to ensure we are aware of business needs, enabling agility with the changing requirements of the portfolio and site stakeholders.
• Work closely with Workspace Operations Managers (FM) to ensure we deliver an aligned and seamless one team approach.
• Ensure all feedback insights are shared with the Workspace Experience Lead in a timely manner, allowing trend identification, root cause analysis as well as sharing our successes.
• Leadership / Staff Management.
• Assist the Workspace Experience Lead with the deployment of behaviour-based training, playbooks, and JD’s.
• Actively encourage an environment that supports cross-functional teamwork, co-operation, performance excellence, and personal success.
• Create a culture of accountability and ownership where the team provides a personal service and follows up as necessary.
• Operations Management.
• Ensure the delivery of all operational requirements as per the client's scope of work across the site.
• Support the team’s awareness of business and team activity with regular and ad-hoc communication including regular team meetings and one-to-ones.
• Provide guidance, on Guest Experience systems including visitor registration and events to support Client colleagues with any queries.
• To ensure that the Guest Experience Ambassador team is consistently aware of VIP activity throughout their sites, to ensure that service is exceeded at any touchpoint.
• Always ensure that the team is adhering to the highest levels of personal presentation/appearance and wearing the correct uniform.
• Carry out regular service audits of both the guest and colleague areas across the Client sites to ensure they are operating with service excellence at the forefront, ensuring any learnings are shared and issues closed out in a timely manner.
• Operate in a proactive manner that supports the entire Team, demonstrating a can-do attitude; this will include supporting on reception desks if needed.
• Support Regional initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops, and client initiatives as appropriate, through driving implementation and consistency across the region.
• Ensure operations are aligned to financial processes and controls are always adhered to achieve good financial management.
• Ensure compliance with JLL and client Health, Safety, Environment, and Risk Management policies and procedures.
• Ensure data integrity of all systems across the Region and perform audits to demonstrate.
• Exceed SLA/KPI scores.
• Hire, attract, and retain a team of top-talent employees and ensure company standards are met.
• Resolve users' complaints and concerns with solutions and follow-up. Work proactively to avoid future complaints.
• Ensure timely escalations of any complaints to the Workspace Experience Lead or UK Workspace Lead.
• Support and participate as a key team member in response to any on-site emergency situations, ensuring workspace experience team members are on the ground, mitigating risk, and engaging with colleagues as needed.

What we expect from all our colleagues on account:

Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client’s personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety. With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the opportunity to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish.

Our colleagues prioritise the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved.

You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the "what", "so what" and "now what". By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and HSBC's strategic desire for data-driven decisions.

You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client’s sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.

Required Skills and Experience:

• Excellent verbal and written communication skills as well as presentation skills.
• Able to adapt to a fast-paced working environment and versatile in meeting changing client needs and requirements.
• Strong analytical, organization, and administration skills including attention to details.
• At least 2 years of leadership experience within a Front of House role in a Corporate or hospitality environment.
• Self-motivated service leader committed to driving service excellence.
• Experienced in leading client services and maintaining standard operating procedures and other internal/external communication methods.
• Experience of managing change and new initiatives.
• Able to effectively collaborate with other teams.
• Ability to demonstrate empathy and excellent customer service.
• Must be computer literate including MS office.
• Ability to use own initiative and take ownership.
• Ability to manage conflict.
• Should have an excellent and positive “can do attitude” and a great team player and leader.

Location: On-site – London, GBR

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!