About jll – We’re jll—a leading professional services and investment management firm specializing in real estateWe have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitionsAs a global fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibilityThat’s why we’re committed to our purpose to shape the future of real estate for a better worldWe’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities. Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally. Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the futureAnd we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together. If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements belowWe’re interested in getting to know you and what you bring to the table! Experience director, workspace – india Work dynamics What this job involves Role and responsibilities Overall role This position is responsible for creating “delight” by breeding a customer-centric experience for occupants and guests across the country, with the focus on providing outstanding experience in the workspaceWith experience at the core of the gearing of the service delivery, this role is responsible to drive consistency in the workspace experience model, with a particular focus on new site mobilisations, along with transforming current site operations to achieve the best occupant experience as aligned to the service vision for each location. The role acts as an embedded point of contact for the jpmc global real estate (“gre”) team regarding workspace activities at a country level and supports account initiatives by driving consistent implementation and delivery through nudge behaviours. The principal accountability will be for customer satisfaction in the workspace, to ultimately deliver happier and more productive occupants able to deliver more effectively when they are in the office, and also wanting to come to the office in preference to working from home. This role will act as a subject matter expect around workspace experience, driving the standardised implementation of the workspace experience model, a fully integrated operating framework incorporating experience enablers, journey mapping, customer experience training, and talent refresh. Major responsibilities Transforming to the workspace team of the future Ensure the delivery of all workspace operational requirements as per jpmc scope of works across india For new site mobilisations, execute the transformation to the workspace experience model, with a key focus on specific areas relating to the workspace, including journey mapping, resource strategies, acquisition and training, and talent refresh, plus other specific experience related mobilisation activities. Develop and implement workspace operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency across the hub/countries Work with the respective account leads and site teams to address specific workspace operational issues Support regional initiatives such as hx programs, jll system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the region Grow on-account hx talent and skill base to build pipeline Introduce technology and digital platforms to enable workspace experience team to be mobile and present on the occupant floors Be the “go to” regarding hx initiatives both within jll and the market place, driving knowledge sharing to allow for “test and learn” to continue to innovate the service model 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 and regional wpx leads) Pro-actively develop and manage stakeholder 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 manage directly reporting staff Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site vendors Liaise closely with the jll hx team to ensure the account team have best in class training to ensure their skills are maintained at a cutting experience edge Operations management Ensure the delivery of all workspace operational requirements as per the client scope of works Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency across the region Work with the respective country leads and site teams to address specific operational issues Actively work closely with the regional finance manager, regional operations director and regional performance analyst to ensure that all site financial operations are meeting or exceeding targets and financial processes as well as controls are adhered to at all times. 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 Oversee and monitor sla/kpi performance across the sub region and support hub/countries to address issues and ensure they are meeting or exceeding target scores Generate reports and conduct presentations as per the service delivery requirements and overall account management. Sound like you? to apply you need to be : Candidate specification: key selection criteria Ideal experience Acumen to focus on curating all aspects of workspace experience, including wellness Hospitality background experience Program management experience Understanding business traits and needs to gear services to best support and delight Team skill development regarding human experience capabilities including empathy 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 At least 5 years management experience working with corporate clients. A level of understanding of facilities/workspace management processes and systems Practical working knowledge of up-to-date quality management processes Experience of advising senior management at policy level Significant practical experience of problem-solving issues in a dynamic/diverse environment. Experience of investigating discrepancies and reporting objectively Experience of managing change An added benefit would be a bachelor’s degree in engineering, facilities management, building, business or other related field & minimum 10 years’ experience in facilities, property management, hospitality or related field in multiple countries across asia pacific. Fluent in english Excellent english skills (verbal and written) Proficient in excel, word, and powerpoint, skills are essential 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 Organised What you can expect from us You’ll join an entrepreneurial, inclusive cultureOne where we succeed together – across the desk and around the globeWhere like-minded people work naturally together to achieve great things. Keep your ambitions in sight and imagine where jll can take you… Apply today! What you can expect from us We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success. Our total rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay. We can’t wait to see where your ambitions take you at jllApply today!