Workplace Experience Leader in North East

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Department/Client Account: IFM - P&G Account, UK

Line Manager: Workplace Experience Regional Leader, Northern Europe

Number of Subordinates: Four (4): Workplace Experience Assoc (WEA x2), Workplace Experience Coordinator (WEC x 2).

Job Summary/Goals: Responsible for leading the delivery of all Non-Technical FM services and integration of capital projects delivery at Procter and Gamble at the Newcastle Innovation Center campus, for which you are accountable. Deliver these services with the goal to ensure highest satisfaction and make a change in a way that optimal Human Experience is achieved. In this capacity there are 6 major activities for which you are accountable:

• People Management: develop and sustain a high quality well motivated team
• Client Management: ensure that on site Clients expectations are met
• Contracts Management: ensure that all contracts are professionally delivered
• Finance Management: ensure that the site’s financial operations are meeting targets and control requirements
• Health and Safety Management: ensuring the provision of a safe working environment
• Human Experience/ Hospitality management: implementing Industry Best Practice operations and own initiatives.

Essential Duties and Responsibilities:

• People Management: Provide leadership for site FM team, mentor & enable training & development of team members, identify and fill staffing needs, nurture an environment conducive to good teamwork and co-operation among colleagues.
• Client Management: Strive to “delight” the Client in all aspects of service delivery, interact on a regular basis with the appropriate P&G C&SS Manager and on-site client personnel to discuss ongoing service delivery and forward planning.
• Contracts Management: Ensure that all contracts at the site are delivering the required service at the correct cost, work with Regional and Global Purchasing to implement Regional/Global sourcing strategies.
• Finance Management: Ensure that the site meets all financial targets and control requirements, provide standard monthly/quarterly/annual reporting and management reports as required, deliver savings within or above the given targets.
• Health and Safety Management: Ensure that the site meets all legal and Client required H&S regulations, ensure that all Jones Lang LaSalle staff are working in compliance with H&S regulations.
• Human Experience / Hospitality Management: You enjoy and excel working in a fast-paced environment. You are detailed oriented to deliver results timely and with the highest quality. You feel empowered to create memorable human experiences for the client, the internal JLL team, and the account’s One Team while upholding safety standards. You are a passionate expert that embodies the JLL Human Experience culture of being an early adopter and turning problems into opportunities while having the flexibility to think outside of the box. You are a role model with uncompromising standards who works as a collaborative team player, communicates professionally and demonstrates accountability. You are open to new and innovative ideas and you focus on continuous improvement and delighting the customer. At JLL you are expected to think “WE”. Everyone in the organization is part of the team! You are a proactive, empathetic leader who brings a positive attitude to the workplace each day. You are a change agent who lives JLL’s core values, including: ethics, teamwork and excellence. Working with and for people is your passion!

Additional Duties and Responsibilities:

• Work together with other JLL business lines like transaction business, project management, IPS etc.
• Networking with the clients GBS organization and the local P&G management.
• Support new business opportunities of JLL.
• Support bidding processes of the central JLL IFM team in London for new IFM clients.

Key Performance Measures:

• Staff Satisfaction Survey
• KPIs/Master Agreement Reporting requirements
• CSA/Audit scores/ Scorecards
• Implementation of Best Practice
• Agreed cost savings initiatives
• Budgets/forecast accuracy
• EHS & Compliance Audits
• Client Surveys (as defined in Master Agreement)
• Contracts SLA’S

Skills:

• Command Skills – for coordinating all additional efforts;
• Customer Focus – for best Workplace Experience for users;
• Negotiating skills – for negotiating with business and suppliers for the best solution;
• Priority Setting – Set right priority also in cooperation with your manager;
• Problem Solving;
• Drive for Results;
• Human Experience – Ability to proactively manage day to day business with great Human experience as an outcome of understanding of the client needs.

Competencies:

• Patience
• Stress resistant
• Up to date on the latest developments in the FM industry
• Helpful
• Empathic
• A desire to learn
• Strong team player

Experience:

• Minimum 5 years of experience in a (Facilities related) Management position in a high demanding and international customer environment.
• Proven track record of Human Experience improvement and engagement.

Qualifications: Bachelor’s degree Facilities Manager or equivalent, or similar experience.

Location: On-site – Tyne and Wear, 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!