Be an early applicantLess than 25 applicantsPosted by Agency

Company

JLL · 23 hours ago

Senior Director, Workplace Experience

Chicago, IL

Full-time

Remote

Director/Executive

10+ years exp

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Responsibilities

Transform to the Workplace Team of the future

Develop existing talent and support new talent as appropriate

Ensure there is a highly proactive, responsive, dynamic, and agile team Client/Stakeholder Management

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 support various service lines and teams to deliver surprise and delights

Develop a hospitality team mindset through JLL We-training, team huddle, reward and recognition

Co-partner with competitors on various client initiates

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 account 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 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

Generate reports and conduct presentations as per the service delivery requirements and overall account management

Coordinate churn work and minor project works requested by client

Resolve user's complaints and concerns with solutions and follow up

Review JLL auding tool suppliers/service providers performance to ensure contractual obligations are delivered

Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities

Monitors and manages 3rd party vendor performance related to soft services delivery when in scope.

Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s)

Shares plans to take corrective action based on KPI and survey results with client leadership

Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies

Perform additional job duties, as requested

Qualification

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Hospitality ManagementFacility ManagementClient Relationship ManagementOperational Procedures DevelopmentData Integrity Management