Worplace Operation Lead

JLL supports the Whole You, personally and professionally.
Workspace Operations Lead
**Role Purpose**:
Management of the client’s premier buildings in Paris. Responsible for building strong and effective relationships with key customer stakeholders and overseeing the integrated workplace service delivery including day to day engineering and cleaning services.
The key focus for this role will be to create and lead a cohesive team that manages the day-to-day running of the building as well as being the main point of contact between clients and the JLL team.
The Workspace Operations Lead will work with the on-site team and clients to further strengthen the JLL service provision by improving the overall customer experience, be the point of contact for all senior stakeholders, and is expected to contribute to and help develop, the strategy to continuously improve facilities for both colleagues and clients.
This is an exciting role for an experienced leader who has a track record in a customer-focused service delivery role. The Workspace Ops Lead will take full ownership of operations and delivery of services within our client’s high-profile property.
**What this job involves**:
You will be responsible for managing the service delivery across the site.
Be accountable for the successful delivery of the building -Oversight of vendors including Cleaning, Waste, Pest control etc.
Ensuring the building is operating correctly, standards are maintained
Be a proactive communicator with all key stakeholders and influencers within JLL and HSBC
Own the space within the building ensuring an exceptional and memorable colleague experience is delivered consistently day in and day out to both customers and clients
Support the strategic vision of the JLL contract journey.
Liaising with the team and other key stakeholders ensuring they are fully informed about operational updates, processes, and account-wide objectives so that they feel part of the wider account team
Ensure management data is recorded and submitted via the monthly static operations report (SOR)
Support the Experience Lead, working with business stakeholders to ensure that a “community feel” is present and visible across the building.
Champion the Engineering team, supporting them in their day-to-day operations in delivering the agreed 6 non-negotiables: Customer Experience, Community, Workplace, Relationships, Business Insight & CRE Insight
“Lead the charge” within the team to move services in a digital direction, promoting services to employees and guests: increasing online helpdesk ticket submission, self-check-in, accessing workplace services and information via the JLL workplace app
Challenge the status quo and be prepared to change processes and procedures to improve building and facilities management.
Proactive management, through improving speed to execute, hitting planned and reactive SLA’s and increasing customer satisfaction
Be Safe Aware - Carry out audits and inspections in line with JLL business management systems and standard processes and ensure the actions database is updated on a regular basis.
**What your day-to-day will look like**:
Pro-actively develop and manage relevant stakeholder 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
Ensure the delivery of all operational requirements as per the client scope of works at the Client Site
Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
Lead 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 site financial operations are meeting or exceeding targets and financial processes as well as controls are always adhered to.
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
Ensure meeting or exceeding SLA/KPI scores Ensuring up to date information on Client’s Property Services SharePoint
Resolve user's complaints and concerns with solutions and follow up
Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
Schedule detailed floor inspections conducted regularly
Implement service tasks, procedures and policies and measure performance
Ensure that an effective Work Order system is maintained for rectification of any defective items/services & ensure that these are addressed in a timely manner
Support with critical out-of-hours issues & partic