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The Workplace Experience Manager will ensure management of the day-to-day assigned services to the client properties within Egypt. They will be working within the Workplace Experience team and towards supporting the local client leaders, employees and functions, to ensure a thorough understanding of their objectives and the implementation of acceptable property-specific operating strategies that achieve these required standards. In addition, to be an active member of the AMAW JLL Workplace Experience Operations with SPOC tasks of strong areas of expertise. The role will report to the Senior Facilities Manager (Workplace Experience Leader) and will have responsibility for supporting and overseeing various delivery elements of the client operations in terms of contract delivery, EHS, engineering services, legislative compliance, contractor management, Space Management, Employee Experience while promoting sustainability - adding value and driving innovation.

Client/Stakeholder Management:

• Ensure that Client expectations are met and exceeded. In particular, act as a point of escalation for all operational customer facing matters.
• Promoting high level of satisfaction among client users and reinforcing prompt response and customer service focused delivery with the ability to tailor messages to specific audiences and their needs.
• Responsibility for meeting KPI’s and SLA’s defined within the contract.
• Understand that client and JLL objectives need to be compatible, i.e. deliver to the client operationally and financially, whilst ensuring JLL financial interests are protected

Operations Management:

• Ensure that the defined scope of work in the Client Account nominated site(s) are delivered with excellence and consistency across the range of services to meet and sustain the designated Customer Satisfaction levels at all times.
• Monitors array of metrics and manages site to ensure proper optimal operations
• Ensure that contracted resources deliver work to meet duration and quality targets, addressing and ensuring the correction of underperformance issues.
• Proactively involved in ensuring that services are reviewed and refinements made to enhance these services.
• Work to supervise and lead other team members on delivering specific hard and soft services up to the agreed SOPs with focus on client’s employee experience and sustainability.
• Work on data search, analysis and presentation. Approach is always assess, analyze and present accurate information for decision making.

People Management:

• Develop and sustain high quality, well-motivated, appropriately qualified and trained staff, at the correct level on nominated Sites
• Demonstrating leadership, giving direction and mentoring the JLL teams across the portfolio to promote engagement, customer service excellence and aligned delivery across all service lines.
• Build and maintain an environment that supports teamwork, co-operation and performance excellence within team.

Financial Management:

• Actively work to ensure that the financial operations in assigned site(s) are meeting or exceeding targets and control requirements. Including timely raising of purchase order requests and goods receipting.
• Work with the Senior Facilities Manager and Regional Financial Manager to prepare the budget documentation and administer the works to ensure budget compliance
• Scrutinising spends, leveraging opportunities to benefit from savings and improvements on cost-of-service delivery without loss of output

HSE & Quality Management

• Supervises and ensures that all defined services are completed in accordance with operating procedures, statutory requirements, and within the client procedures, guidelines and country legal requirements for Health and Safety.
• Understand & actively support JLL’s Quality Management program.

Project Management

• Assume a leading role on annual FM site improvement projects and during built-out phases of site revamps and/or relocation, liaising with PMO, architects/landlords, organizing work schedules, etc.
• Coach and guide all project teams (sub-contractors, maintenance engineers and commissioning engineers) throughout full project lifecycles

Desired skills and experience for this job

• Strong communicator, possesses sound verbal & written communication skills as well as being an active listener
• Able to communicate difficult and complex issues clearly and concisely with analytical and critical thinking
• Flexibility and adaptability to changing business requirements is a perquisite for this role
• Ability to manage multiple projects and priorities
• Capacity to understand and interpret commercial contracts and relevant terms
• Budget management and financial analysis skills
• Excellent PC literacy (MS suite) and proven ability to manage daily activities using various systems. Knowledge of CMMS and CFAM is desired.
• 5-7 years’ experience in facilities, property management, hard or soft services, hospitality or related field
• Must be prepared to travel within nominated region and beyond
• English Fluent (Essential), Arabic Fluent (Essential).

Location:

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!

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