Experience Services Manager

hace 4 semanas

San José, San José, Costa Rica Jll A tiempo completo

About JLL
- We're JLL—a leading professional services and investment management firm specializing in real estate.
We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions.
As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility.
That's why we're committed to our purpose to shape the future of real estate for a better world.
We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future.
And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
This position is responsible for the end-to-end Occupant and Guest Experience within the
assigned portfolio, with the focus on providing outstanding Experience in the Workplace.
With
Experience at the core of the gearing of the service delivery, workplace activities need as
human-centric and engagement focused as possible, with team management, site operations,
service contracts, sourcing, procurement, and financial decisions made with this ultimate target of
Delight in mind, while maintaining safe working practices throughout all we do.
The role acts as point of contact for the client Global Real Estate ("GRE") client team regarding
Workplace activities at a site level, and supports account initiatives by driving consistent
implementation and delivery.
A key aspect of this role is engagement, interfacing not only with
GRE, but also other service partners such as Security and Dining Services, with Landlords as
relevant, along with the lines of business and occupants as the ultimate service recipients.
Job Responsibilities
Transform to the Workplace Team of the future
Develop existing and bring in new talent and capabilities into the Experience Services team
Introduce technology and digital platforms to enable the Experience Services team to be mobile and present on the occupant floors
Ensure there is a highly proactive, responsive, dynamic, and agile team Client/Stakeholder Management (in support of the Country lead)
Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
Deliver an exceptional quality of service to the Client, as reflected by Client feedback Leadership/ Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Proactively manage the team to deliver surprise and delights
Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and onsite Vendors

Operations Management
Ensure the delivery of all operational requirements as per the client scope of works across site
Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
Support account initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
Drive Client specific initiatives such technology rollouts, benchmarking, best practices etc.
Ensure operations are aligned to financial processes and controls are adhered to at all times 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 from time to time
Hire, attract and retain a team of top talented employees and to ensure company standards are met
Generate reports and conduct presentations as per the service delivery requirements and overall account management
Coordinate churn work and minor project works requested by users
Resolve user's complaints and concerns with solutions and follow up
Review JLL auding tool suppliers/service providers performance to ensure contractual obligations are delivered

Ensuring Exceptional Customer Service
Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities
Monitors and manages 3rd party vendor performance related to soft services delivery
Pro

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