Workplace Lead

How we support the Whole You:

Our benefits are a good reason to come to JLL.

We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.

Major Responsibilities

Transforming to the Workplace Team of the future

• Develop existing and bring in new talent and capabilities into the Workplace Experience Team
• Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
• Develop an active and visible Workplace Experience Team
• Ensure there is a highly proactive, responsive, dynamic and agile team

Client/Stakeholder Management (in direct support of the Regional Operations Director)

• 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
• Deliver excellent customer service to meet on-site client’s expectations
• Build and develop effective relationships with key stakeholders &/or client and be comfortable working across all levels
• Lead by example and groom the team in achieving maximum client satisfaction level.
• Evaluate service response time and analyse occupants’ service request trends and suggestions.

Leadership / Staff Management

• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
• Proactively manage the country leads and Account staff
• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors
• Understand client’s key business drivers, focus the team to ensure those priorities are aligned with our deliverables
• Ensure the account team is high performing
• Actively support an environment that supports teamwork, co-operation and performance excellence within team
• Act as manager and a coach for the team ensuring high staff morale, trust and work ethics.

Operations Management

• Ensure the delivery of all operational requirements as per the client scope of works across cluster
• Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency across the hub/countries
• Work with the respective country leads and site teams to address specific operational issues
• Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
• Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
• Actively work closely with the Regional Finance Manager, Regional Operations Director and Regional Performance Analyst to ensure that all site financial operations are meeting or exceeding targets and financial processes as well as controls are adhered to at all times.
• 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
• Oversee and monitor SLA/KPI performance across the sub region and support hub/countries to address issues and ensure they are meeting or exceeding target scores
• Generate reports and conduct presentations as per the service delivery requirements and overall account management.

Risk Management

• Generate reports and conduct presentations as per the service delivery requirements and overall account management.
• Maintain property risk management program which identifies major risks including occupational health and safety, fire safety and essential services and environmental
• Manage and review incident and problem reporting including advice to client’s regional manager and insurance company.
• Ensure a property risk management program including audits is implemented and maintained
• Ensure disaster recovering and business continuity plans are implemented and maintained
• Ensure escalation procedures and incident reporting procedures are implemented and in place
• Assist in the development of guidelines and strategies to ensure compliance with Jones Lang LaSalle’s business conduct

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Ideal Experience

• Excellent verbal and written communication skills as well as presentation skills , using English language as the preferred communication channel
• Knowledge of using native language for communication and written skills is highly preferred
• 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 10 years in the facility management industry/hospitality industry
• An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.
• Experience in Asia Pacific is desired, specifically Korea
• Knowledge of critical facilities
• Knowledge of vendor management for specialized services

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

People Management and Team Leadership – ‘I am a Team Player’

• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

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

• Natural communicator who enjoys engaging at all levels
• Self-motivated and confident
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Works well with diverse teams from various countries/cultures

KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff

DIRECT REPORTS

4-5

INDIRECT REPORTS

8 – 15

REPORTING TO

Regional Operation Director

Location:

Hybrid –Seoul, Korea, Republic of

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!

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.

JLL Privacy Notice

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For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.