Assistant Facilities Manager

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Workplace Experience Manager Corporate Solutions (Integrated Facilities Management) ROLE AND RESPONSIBILITIES OVERALL ROLE This position is responsible for the end-to-end Occupant and Guest Experience within the assigned portfolio, with the focus on providing outstanding Experience in the Workplace. With Experience at the core of the gearing of the service delivery, workplace activities need as human-centric and engagement focused as possible, with team management, site operations, service contracts, sourcing, procurement and financial decisions made with this ultimate target of Delight in mind, while maintaining safe working practices throughout all we do. The role acts as point of contact for the JPMC Global Real Estate (“GRE”) client team regarding Workplace activities at a Site level, and supports account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement, interfacing not only with GRE, but also other service partners such as Security and Dining Services, with Landlords as relevant, along with the lines of business and occupants as the ultimate service recipients. 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 Promote, encourage and support an active and visible Workplace Experience Team Creates Occupant Delight Has a natural hospitality-orientated communications acumen Embedded “Go To” trusted Workplace partner fostering all-level relationships Understands business traits/ cadence/ needs Deep Workplace & Surrounding area knowledge Shares observations regarding any misalignment to nudge behaviours (incl. data from Workplace Delivery team) Single Point of Contact for issues resolution & workplace change within space Problem solves & Resets space on the fly Acts as basic “counsel” regarding space needs/options as per Workplace Standards 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 Be part of a highly proactive, responsive, dynamic and agile team Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests Responsible for managing Repair & Maintenance services, materials, equipment’s and fixtures Monitor service providers performance to ensure contractual obligations are met and exceeded Liaise between dining team & facilities for event setup logistics Liaise between vendors and users for scheduling work date for managing client's expectations Ensure scheduled / ad hoc maintenance work is completed with quality Engage floor user by conducting data analysis Escalate facilities issues to management team when necessary Consolidate feedback to management team regularly for ongoing improvement implementation Participate in ad-hoc projects when required Client/Stakeholder Management (in support of the Country lead/Site Lead) 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 Leadership / Staff Management Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success Proactively encourage the team to deliver Delight Operations Management Ensure the delivery of all operational requirements as per the client scope of works across site Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency 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. Ensure operations are aligned to financial processes and controls are adhered to at all times to achieve good financial management. 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 Hire, attract and retain a team of top talented employees and to ensure company standards are met Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered Resolve user's complaints and concerns with solutions and follow up Manage Vendor Contract database to ensure they are up to date at all times Manage vendor procurement processes and ensure timely contract execution, negotiation, including preparation of tender documentation and preparation of contracts in accordance with agreed guidelines Generate reports and conduct presentations as per the service delivery requirements and overall account management Coordinate churn work and minor project works requested by users Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management Resolve user's complaints and concerns with solutions and follow up CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA Ideal Experience Excellent verbal and written communication skills as well as presentation skills 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 5 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. Fluent in Cantonese and English 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 NA INDIRECT REPORTS NA REPORTING TO Country Lead / Hong Kong & Taiwan Workplace Experience Cluster Lead Location: On-site –Taipei, Taiwan, China 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! At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. 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 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 email us at HRSCLeaves@jll.com. 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. Activate your Personal Job Alerts now and receive opportunities as soon as they are advertised. If you're a current JLL employee, please apply using the Internal Career Site At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world. For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.