Workplace Experience Lead

Workplace Experience Lead

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Reporting: Account Director

Key stakeholders: IFM

Direct Reports: Team consisting of Community Manager/ Workplace Experience Manager/ Floor Ambassador/ Reception Team

Operational Excellence

• Joins and supports assigned account team as a variable resource and carries out duties as identified in the service agreement

• Ensures operational excellence in day-to-day service delivery including the development of playbooks and programs which improve the efficiency and effectiveness, performance, quality, safety and risk for our clients

• Support the existing account team who are assigned to HX roles (to include: reception, mail, ambassadors, meeting/event and AV)

• Liaison with 3rd party suppliers in the delivery of services aligned with experience programs

• Oversees implementation of experience focused services on the accounts, developing programs, tools and processes while integrating the underlying services

• Establishes performance metrics aligned with client goals to optimize the experience and adjust service delivery

• Contributes to the overall technology roadmap, in support of JLL’s digital drive initiatives

• Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies

• Perform additional job duties, as requested by account team

Performance objectives

• Works collaboratively with account teams and clients to understand their overall Human Experience goals and objectives and creates comprehensive strategies that enhance employee engagement, 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 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

• Work with other HX 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

• Participates in client workshops and solution sessions as needed

Key skills

• Bachelor’s degree

• 7-10 years prior experience in Hospitality, Soft Services and / or Operations.  Knowledge of commercial real estate and hospitality industry preferred

• Proven leadership skills with the ability to manage competing priorities and deliver results in a fast-paced environment

• Self-directed with a high energy level, track record of initiative, integrity and good judgement

• 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, Visio and Outlook).

• Must be able to travel up to 30%

 

Location:

On-site –Hyderabad, TS

Scheduled Weekly Hours:

48

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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