JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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.

How We support the Whole You:

Our benefits are a good reason to come to JLL.

We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to lower their health costs and increase their personal and financial security.

Benefits to eligible employees, include:

• Medical benefit plan includes clinical, hospital & surgical, dental, and optical benefits

• Family medical plan that covers spouse and children

• Disability and life insurance

• Additional leave includes marriage leave, adoption leave, examination leave and study leave

• Staff referral bonus

• On-the-job training

• Flexible work arrangements may be available

Location: on-site

What this job involves

The Site Lead/Site Services Manager is responsible for leading a team in providing excellent customer service and creating an exceptional experience to all staff, TVCs, their guests and vendors who are their business partners. The Site Lead must be able to effectively communicate information verbally regarding the building, the office and its facilities, and facilities in and around the area. Additionally, it is the responsibility of the Site Lead to maintain the cleanliness, comfort, safety, and overall appearance of their assigned building/office to the highest standards, either through self performance or vendors. The Individual must be able to offer assistance to all staff at this site. The expression “Going above and beyond” is a normal operating standard for this position.

The Individual will perform any other tasks that may be assigned to them which is related but not exclusive to customer service, hospitality and experience, finance and admin, project coordination, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc), space planning, event management and any others that may fall within the scope mentioned.

This position also requires the individual to have an ear to the ground and be aware of everything that’s going on in the organization, from knowing which important meetings and events will be taking place.

In general, the tasks include but are not exclusive to the following:

Site Operations Management

• Supervise to deliver services in accordance with client KPIs and SLA

• Develop, implement and maintain building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems

• Ensure adequate supply of materials at all times for the proper operation of the buildings and management of services

• Co-ordinate with Building Managers and the Business Units on projects, building/office and operation issues, working closely together to derive at a holistic solution which includes immediate short-term as well as long term fixes

• Manage a program of scheduled inspections for the property to ensure correct building operations, energy conservation, safety and cleanliness is upheld

• Manage of Preventive and Planned Maintenance programme to minimise maintenance, repair, risk of equipment failure and replacement costs

• 24/7 emergency call support and site attendance

• Recommend continuous quality improvement practices and implement Best Practice operations

• Ensure all Critical Environment (CEM) requirements are met (secondary)

• Ensure all Reactive Maintenance is completed as per the agreed timeframes, and the relevant communication are first broadcasted to the general population or stakeholders, whichever is the standard operating procedure

• Review existing operations regularly to reduce costs and improve operational standards

• Wherever possible to consider and apply sustainability practices in the course of our work

Risk Management

• Ensure full compliance with JLL and customer regulations and policies, and all local statutory and governmental regulations and legislations

• Ensure FM-related risk management program including audits are implemented and maintained

• Ensure disaster recovering and business continuity plans are implemented and maintained

• Ensure escalation procedures and incident reporting procedures are implemented and in place

• Assist in the development of guidelines and strategies to ensure compliance with JLL’s business conduct

People Management

• Ensure high staff morale, trust and work ethics

• Build and maintain an environment that supports teamwork, co-operation and performance excellence within team

• Mentor and enable Training & Development of team members

• Co-ordinate with the Account Manager on the implementation of FM Procedures and train FM staff

• Conduct regular 1:1 to assess staff performance, provide encouragement and guidance as well as to counsel where needed

• Set SMART goals for their team and ensure regular review discussions

Client/Stakeholder Management

• Proactively engage stakeholders to ensure that on client’s expectations are met though high levels of customer service

• Build and develop effective client / stakeholder relationships across multiple levels of the organisation

• On-site key point of contact for Facilities in the client’s premises

• Provide a cooperative and collaborative environment with clients and customers, ensuring high levels of engagement

• Provide a positive and proactive environment where things get done; flexibility and agility are exercised, and we do our utmost best to provide great experiences for our customers

• Proactively understand the customers/ employees needs and act on them before being requested

Procurement & Vendor Management

• Ensure vendors are well-managed and with courtesy and respect, and that they delivering services on time and within budget

• Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as Jones Lang LaSalle best practice

• Develop and maintain a co-operative and collaborative partnership with the vendors

Contracts Management

• Plan and 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

• Actively work to ensure that the site’s financial operations are meeting or exceeding targets and control requirements including the Jones Lang LaSalle Code of Ethics

• Ensure financial processes are followed at all times

• Assist with the preparations of strategic plans, budgets, and client reports, including financial reconciliation for service contract accounts.

Health, Safety & Environmental Management

• Ensure the provision of a safe working environment

• Ensure compliance with statutory regulations on fire, health, safety and environmental standards

User Ticket System (GUTS)

• Manage GUTS requests which will be the focal point for day-to-day operational activities

• Log and monitor all service requests in GUTS, ensuring that each is routed to the correct team member/vendor who is responsible for performing the request and such vendor is fully aware of the requirements and timescales detailed in the contract.

• Track each request to ensure it is closed correctly and in accordance with the required timescales detailed in the Contract.

• Administer any changes in the GUTS portal

• Ensure GUTS KPI is met

Events Coordination / Support

• Management of the Event Management System (GEMS).

• Coordination on set-up for the event requirements (security arrangement, IT, cleaning, configuration, etc).

• Coordination with stake holders on the reallocation of rooms.

• Administration of meeting rooms & Conference room.

• Provide reception cover during lunch hour and when necessary.

Profitability and Savings Initiative

• Develop initiatives and strategies that lead to cost savings and service improvement

Interested? An ideal candidate would need to have the following qualifications

Desired experience and technical skills

Required

• Min. Bachelor’s degree in facilities management, building, business or other related field &/or at least 5 years experience in facilities, property management, hospitality or related field

• Has experience working in Information Technology or BPO environment

• Excellent people skills and ability to interact with a wide range of client staff and demands

• Demonstrated experience with tendering and service improvement initiatives required

• Knowledge of local occupational health and safety requirements

• Knowledge of critical facilities

• 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

• Strong PC literacy and proven ability to manage daily activities using various systems.

• Demonstrated experience with continuous improvement initiatives

• Demonstrated experience with client reporting and preparation of reports

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 lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

• Project Management & Organizational Skills

• Excellent planning & organizational skills to prioritize work and meet tight deadlines

Other Personal Characteristics

• Strong communicator – Good presentation skills and possesses strong verbal & written communication skills

• Self-motivated; confident & energetic

• Ability to work across multiple, matrix reporting environments and prioritise activities accordingly

• Flexible – able to adapt to rapidly changing situations

• 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

If this job description resonates with you, we encourage you to apply even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’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 honoured 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 future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

Location:

On-site –Hong Kong, SAR, 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!

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 and Affirmative Action 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 contact us at Accommodation Requests. 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.