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Facilities & Workplace Experiences Services Director APAC & EMEA

Work Dynamics – Asia Pacific - Singapore

Position Summary

The position is responsible for leading an Employee Experience program on a major global account.  The objective is to ensuring a high level of client and employee engagement and satisfaction.

The position will be responsible for developing and executing a holistic, industry-leading employee experience program.  Success will be measured by subjective and objective (annual surveys) measures.

The work includes being a visionary and role model regarding EMPLOYEE EXPERIENCE.  The position is expected to bring the best ideas from industry and JLL to the account.  The position will lead a diverse global virtual team to implement standard concepts and programs across the account, and to document via best practices, program toolkits, etc.

This director is expected to be a leader in the IFM Service industry.

Essential Functions

Leadership

Ensure an industry leading Employee Experience program is fully implemented on the accountEstablish the vision and strategy of the EMPLOYEE EXPERIENCE program and ensure exceptional delivery.Understand the client’s key business drivers, and focus the EMPLOYEE EXPERIENCE team to ensure those priorities are aligned with the JLL EMPLOYEE EXPERIENCE deliverablesEnsure the account IFM team is high performing and global delivery is driven by global platforms and best practices and consistencyHire, attract and retain a team of top EMPLOYEE EXPERIENCE talent; improve team capability and performance through regular coaching and feedback; provide recognition

Client/Stakeholder Management

Manage relationships with key client stakeholdersServes as single point of contact for the accounts global EMPLOYEE EXPERIENCE programShared accountability for the global EMPLOYEE EXPERIENCE program service deliveryDrive the productive use of technology and Business Intelligence decision-making and data analytics reporting to support the EMPLOYEE EXPERIENCE program

Functional Responsibilities

Bring strategic EMPLOYEE EXPERIENCE concepts to life in tangible, effective programs that increase employee engagementResponsible for direct management of a few EMPLOYEE EXPERIENCE resources, and influence the whole account for EMPLOYEE EXPERIENCEActively manage the professional development of all direct reportsResponsible for the implementation of technology and BI systems to support EMPLOYEE EXPERIENCE service delivery.Responsible for EMPLOYEE EXPERIENCE communications, marketing, reporting and planningEstablish and manage global standard EMPLOYEE EXPERIENCE operating procedures and processes for the accountSource, transfer and implement best practices to the account

Contract Management

Ensure adherence to the contractBe the EMPLOYEE EXPERIENCE contract expert on the account, advise on any EMPLOYEE EXPERIENCE contract opportunities

Key Performance Measures

Client satisfaction survey results.Compliance with contractual obligations.Continuous Improvement Programs & Initiatives.Delivery of regional consistency across all service lines.Performance to budget accuracy.Coach and develop account team members to achieve high standards.Deliver innovative value add solutions across the programs.Make high quality recommendations that have a positive impact on performance.

Minimum Required Education and Experience

Minimum 10- 15 years’ experience in creating EMPLOYEE EXPERIENCEs in workplaceHas worked with client account which operates in multiple geographies across Asia Pacific & Europe regions.Educational qualifications in Facilities Management / Hotel / Event ManagementHas experience leading complex account structures, running multiple teams across multiple locations and countries, in a regional or global capacityHas demonstrated experience in handling Client and/or Firm sensitivities knowing when to escalate with urgency, or how to mitigate and de-escalate risksHas demonstrated experience in balancing the interests of the Client with those of the FirmHas experience in translating client goals and objecives into existing or new business growth

Critical Competencies for Success

Team leadership and participation in a matrix organizational environment.Cultural awareness across regions, and passion for diversityTechnical CompetenceUnderstands how to build strong client relationshipsUnderstands customer satisfaction in service delivery environmentStrong EMPLOYEE EXPERIENCE competency and program management experienceQuest for ExcellenceAccount EMPLOYEE EXPERIENCE delivery optimization and continuous improvementPerformance management of direct reports, and influence teams, using globally consistent platformsProblem Solving & Strategic ThinkingCapacity to deal with ambiguity and solve complex EMPLOYEE EXPERIENCE problems effectivelyAnalytical, proven ability to solve problems using an objective approachProven ability to employ holistic approaches and looks at long term, global  solutionsProgram Management & Organizational SkillsExcellent planning & organizational skills to prioritize work and meet tight deadlinesStrong interpersonal skills with the ability to establish rapport and credibility with diverse groups.Embraces teamwork, values others, demonstrates empathy and maturity.Excellent communication skills both written and verbal, conveys information in a way that is professional, confident and easy for others to understand.Effective organisation and time management skills with the ability to multi-task and prioritise workload to achieve results.Approaches problems in a calm yet energetic manner, researches possible causes and identifies relevant solutions.Takes ownership and responsibility for workload and is comfortable making challenging decisions.

Location:

On-site –Bengaluru, KA

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!

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