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Job Title: Workspace Experience & Operations Lead

ROLE AND RESPONSIBILITIES

OVERALL ROLE

The Workspace Experience & Operations Lead will have overall responsibility to manage the day-to-day client activities for all sites in Malaysia, and be the on-site key point of contact for key client stakeholders. The role will assume overall responsibility for managing all Workspace Experience & Operations services.

MAJOR RESPONSIBILITIES

Client/Stakeholder Management

Deliver exceptional client service and achieve high levels of client satisfactionProactively engage stakeholders to ensure that on site client’s expectations are metBuild and develop effective client / stakeholder relationships across multiple levels of the organisation

People Management

Manage and coach direct reports to develop a high performance teamDevelop and sustain a high-quality well motivated teamEnsure high staff morale, trust and work ethicsEnsure succession planning is in place for all rolesDevelop and maintain a culture that supports collaboration and performance excellence within the teamMentor and enable Training & Development of team members

Site Operations Management

Responsible for technical and workspace operations, ensuring all Critical Environment  (CEM) requirements are metResponsible for service delivery in accordance with client KPIs and SLAsRecommend continuous quality improvement practices and implement Industry Best Practice operationsImplement building procedures and performance measures and ensure they are maintained at all timesReview existing operations regularly to reduce costs and improve operational standards24/7 emergency call support and site attendance as required

Risk Management

Ensure full compliance with all local and governmental regulations and legislationsEnsure site risk management programs including audits are implemented and maintainedEnsure disaster recovery and business continuity plans are implemented and maintainedEnsure accuracy of escalation and incident reporting proceduresAssist in the development of guidelines and strategies to ensure compliance with JLL’s business code of conduct

ESG

Prioritise compliance with all implemented sustainability programsEnsure services are delivered in a manner that supports JLL and client Net Carbon Zero Goals and D&I

Procurement & Vendor Management

Ensure vendors are well-managed, delivering services on time and within budgetEnsure that vendor procurement processes comply with agreed client procurement guidelines as well as JLL best practiceMonitor vendor KPI and SLA scores

Contracts Management

Manage all contracts to ensure that they are professionally delivered at the right costsEnsure expiry of contracts are well-monitored and re-procurement is initiated if neededEnsure contracts are continually assessed to deliver best value to the client

Finance Management

Prepare and manage client and/or site annual budgets for operations and capital works, as requiredEnsure contract billing is completed in a timely mannerActively work to ensure that the site’s financial operations are meeting or exceeding targets and control requirements including JLL’s Code of EthicsEnsure financial processes are followed at all times, including budget management, invoices and purchase orders, etc.

Health & Safety Management & Incident Reporting

Ensure the provision of a safe working environmentEnsure compliance with statutory regulations on fire, health and safety standardsManaging Incident escalation

CANDIDATE SPECIFICATION:  KEY SELECTION CRITERIA

Ideal Experience

Min. Bachelor’s degree in facilities management, building, business or other related field &/or 5+ years experience in facilities, property management or related field, at a site lead/managerial level.Has experience working in critical working environmentKnowledge of local occupational health and safety requirementsKnowledge of critical environmentsKnowledge of vendor management for specialized servicesHas an understanding of basic technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system)Proven capacity to understand and interpret commercial contractsStrong budget management and financial analysis skills

Critical Competencies for Success

Client Focus & Relationship Management

Demonstrates proactive & professional approach to customer service and stakeholder engagementAbility to interact with a wide range of client staff, including senior levelsAbility to manage conflict and balance between client and firm requirementsHas a customer service oriented attitude

Team Leadership

Ability to lead team effectively, mentor and coach promoting open, constructive and collaborative relationships at all levels

Project Management & Organizational Skills

Excellent planning & organizational skills to prioritize work and meet tight deadlinesProven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking

Capacity to deal with ambiguity and solve complex problems effectivelyAnalytical, proven ability to solve problems using a quantitative approachUnderstands the interrelationships between operations and critical systemsUnderstands operations and management of a critical work environment and how solutions can impact operationsProven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

Strong communicator – Good presentation skills and possesses strong verbal & written communication skills also an active listenerPassion for quality – has an eye for detail to make sure the best delivery of servicesSelf-motivated; confident & energeticAbility to work across multiple matrix reporting environments and prioritise activities accordinglyAbility to effectively deal with stressful situationsFlexible – able to adapt to rapidly changing situationsStrongly goal-oriented – able to focus on meeting all performance targetsIs a team player – able to cooperate and work well with others to meet targetsProven ability to initiate and follow through with improvement initiativesExhibits honesty & trustworthinessOpen to new ideas & willing to challenge status quo

Location:

–Kuala Lumpur, Malaysia

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