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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 satisfaction
• Proactively engage stakeholders to ensure that on site client’s expectations are met
• Build and develop effective client / stakeholder relationships across multiple levels of the organisation

People Management

• Manage and coach direct reports to develop a high performance team
• Develop and sustain a high-quality well motivated team
• Ensure high staff morale, trust and work ethics
• Ensure succession planning is in place for all roles
• Develop and maintain a culture that supports collaboration and performance excellence within the team
• Mentor and enable Training & Development of team members

Site Operations Management

• Responsible for technical and workspace operations, ensuring all Critical Environment  (CEM) requirements are met
• Responsible for service delivery in accordance with client KPIs and SLAs
• Recommend continuous quality improvement practices and implement Industry Best Practice operations
• Implement building procedures and performance measures and ensure they are maintained at all times
• Review existing operations regularly to reduce costs and improve operational standards
• 24/7 emergency call support and site attendance as required

Risk Management

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

ESG

• Prioritise compliance with all implemented sustainability programs
• Ensure 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 budget
• Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as JLL best practice
• Monitor vendor KPI and SLA scores

Contracts Management

• Manage all contracts to ensure that they are professionally delivered at the right costs
• Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed
• Ensure 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 required
• Ensure contract billing is completed in a timely manner
• Actively work to ensure that the site’s financial operations are meeting or exceeding targets and control requirements including JLL’s Code of Ethics
• Ensure 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 environment
• Ensure compliance with statutory regulations on fire, health and safety standards
• Managing 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 environment
• Knowledge of local occupational health and safety requirements
• Knowledge of critical environments
• Knowledge of vendor management for specialized services
• Has 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 contracts
• Strong budget management and financial analysis skills

Critical Competencies for Success

Client Focus & Relationship Management

• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• 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

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 deadlines
• Proven 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 effectively
• Analytical, proven ability to solve problems using a quantitative approach
• Understands the interrelationships between operations and critical systems
• Understands operations and management of a critical work environment and how solutions can impact operations
• Proven 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 listener
• Passion for quality – has an eye for detail to make sure the best delivery of services
• Self-motivated; confident & energetic
• Ability to work across multiple matrix reporting environments and prioritise activities accordingly
• Ability to effectively deal with stressful situations
• Flexible – able to adapt to rapidly changing situations
• Strongly goal-oriented – able to focus on meeting all performance targets
• Is a team player – able to cooperate and work well with others to meet targets
• Proven ability to initiate and follow through with improvement initiatives
• Exhibits honesty & trustworthiness
• Open 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.