Cluster Lead

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Cluster Lead

Work Dynamics

What this job involves?

Job Description Summary

This position is in its nature proactive and focused on the detail, to ensure workplace services of the Facility’s allocated to this Lead ,are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements “works every timeâ€, while maintaining safe working practices throughout all we do.

The role oversees the day-to-day service delivery by the Workplace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with all the team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.

A key aspect of this role is engagement with other service partners to deliver on consistency of service to Occupants and Guests.

Job Description

Transforming to the Workplace Team of the future

Commitment to deliver the best level of service every time through obsessive level of attention to detail

Ensures resets back to agreed format, including owning Client’s Clear Deck policy / Lost property process as per enactment and associated reporting

Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workspace

Client/Stakeholder Management (in support of the Site lead)

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

To Assist Reporting Manager for the smooth running of operations.

Provide daily, Weekly, Monthly Facility report on time

Accurate tracking of spent, and control over budget

Routine checks of all systems including Critical Systems, reporting, tracking for closure

Ensure carrying out all CMMS on the tool on time

Developing and implementing building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems.

Inventory Management of all soft services and Maintenance inventory accurately

Routinely inspect all contracted services to ensure performance measures are being maintained.

Ensure zero down time

Achieve Client satisfaction as per Client expectations.

Plan, organize and arrange internal events for any processes or business including town hall meeting

Develop contact and coordinate with Security team, GIT/IT, Admin team, Business team.

Timely inputs to Admin lead for any concerns

Provide assistance in general administrative activities as and when required.

Contribute to the Monthly Management Report to Client.

Compile and follow-up Landlord issues through Landlord tracker.

Ensure timely invoice submissions

Provide comprehensive workplace management for the office premises

Track resolution of user's complaints and concerns with solutions and follow up

Implementation of service task, procedures and policies

Structured review of risk assessments, mitigation plan

Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations

Report building incident following with set escalation channels with measures and solutions

Coordinate, manage and oversee vendors to perform a wide range of workplace-related services

Ensure service deliverables meet SLAs and KPIs

Work with all related parties on timely delivery of all services

Ensuring up to date information on Client’s Property Services SharePoint

When necessary raise risks to reporting manager / Site Lead for further investigation

Continuous Improvement implementation

Cost saving mind-set that drives value for service as every level

Conduct data analysis report when necessary

Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations

Ideal Experience

Excellent verbal and written communication skills as well as presentation skills

Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements

Strong analytical, organization and administration skills

A minimum of 4 to 6 years in the facility management industry/hospitality industry with a Bachelor’s degree

An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.

Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)

Client Focus & Relationship Management – ‘I Value my Customers’

Demonstrates proactive & professional approach to customer service and stakeholder engagement

Has a natural hospitality-orientated communications acumen

Ability to interact with a wide range of client staff, including senior levels

Ability to manage conflict and balance between client and firm requirements

Has a customer service oriented attitude

Program Management & Organizational Skills – ‘I am Proactive’

Excellent planning & organizational skills to prioritize work and meet tight deadlines

Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking – ‘I am Innovative’

Capacity to deal with ambiguity and solve complex problems effectively

Analytical, proven ability to solve problems using a quantitative approach

Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

Detail focused and proactive in nature

Self-motivated

Exhibits honesty & trustworthiness

Open to new ideas & willing to challenge status quo

Works well with diverse teams from various countries/cultures

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

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

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 102,000 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.