Overall Roll
The Workplace Manager leads a high-performing team to build enduring, transparent, and collaborative community partnerships by delivering distinctive workplace experiences across single or multiple sites.
This role encompasses comprehensive service delivery with unwavering focus on continuous improvement, operational excellence, safety protocols, and regulatory compliance. The Workplace Manager develops compelling community engagement strategies that transform workplace dynamics and foster genuine connection.
Central to this position is building a community of workplace ambassadors and support professionals who deliver seamless soft services and technical workplace operations with consistency and responsiveness. The role drives community satisfaction through proactive support initiatives, structured feedback mechanisms, and strategic stakeholder engagement at all levels.
As JLL reimagines workplace property service delivery, this position serves as a critical catalyst in our operational transformation. The Workplace Manager champions innovative facilities management and workplace services aligned with JLL's The Future of Work methodology, positioning community at the forefront of workplace evolution and delivering measurable value that exceeds expectations.
Key Focus Areas: Strategic stakeholders relationship management, operational service excellence, team leadership and development, safety and compliance assurance, workplace experience innovation, and stakeholder engagement.
Duties & responsibilities: Transforming to the Workplace Team of the future
Facilities Operations
- Manage & oversee services (Soft & Hard) as part of the scope delivered
- Implement a Preventive and Planned Maintenance programme to minimise maintenance, repair, and replacement costs together with minimising the risk of equipment failure.
- Ensure all technology platforms are working as per its intent purpose and analytics are carried on a timely manner to ensure proactive response.
- Review operational SOP's & propose / make changes as part of continuous improvement
- Manage minor projects / churn as required in the office
- Able to liaise with any local / government agencies as part of operations
- Able to liaise with landlord on property management and contractual services delivered
- Develop an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile
Employee Experience
- Deliver the account's Employee Experience Roadmap across the sites and ensure the delivery of all operational requirements to uplift workplace experience, community engagement and sense of wellness and well-being across the sites
- Deliver programs that drive employee engagement, sense of belonging, excitement and fun at work that contribute to employee productivity and pride
- Ensure the account's HX program initiatives are measurable and tangible to the workplace
- Support all regional initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops, food & beverage, wellness, community engagement, digitalisation of the workplace, sustainability and C+EE.
Health and Safety
- Lead comprehensive health and safety programs across sites in full compliance with JLL safety standards and regulatory requirements.
- Drive a proactive safety culture through risk assessment, hazard identification, incident prevention, and emergency preparedness.
- Be compliance with fire safety, building codes, and occupational safety legislation.
- Investigate incidents thoroughly, implement corrective actions, and foster JLL's zero harm commitment by embedding safety excellence into daily operations and service delivery
- Ensure all team members receive appropriate safety training and maintain safe work environments for employees, contractors, and visitors.
Technology
- Introduce technology and digital platforms to enable Workplace team to be mobile and present on the occupant floors
- Adopt the account's new and innovative methods that can support the digitalisation of the workplace through automation, sensors, touchless technology, and new applications
Community Engagement
- Create a fun and impactful community engagement strategy
- Engage with all guests, employees, and key stakeholders
- Imbed in the FM team a culture of empowerment, engagement, and fulfilment
- Work with relevant business line on space management through data analytics
- Develop community support/feedback initiatives
- Build a community of ambassadors to delivery soft services that are authentic, caring, and able to provide timely services
- Ensure effective communications and reporting to stakeholders on operation matters and Workplace Experience
- Evaluate service response time and analyse occupants service request trends and suggestions
- Ensure feedback from community sessions is recorded and actioned to the satisfaction of the end user
Communication
- Lead the development and implementation of all internal communication strategies in collaboration with Business Lines and Stakeholders with a focus on improving culture and employee engagement.
- Liaise with JLL team and community on soft service delivery
- Share regular event and celebrations content through JLL's internal monitors, blog posts, newsletters, and other communication channels.
- Create, manage JLL profile within the community account
- Adopt innovative communication strategies
- Champion monthly meetings with stakeholders to enhance relationships
Team Management
- Team player, motivational leader, work across business unit to establish a collaborative environment.
- Identify area of development for his /her staff
- Drive the team to meet all key performance indicators as set out in the Account plan & SLA.
- Actively encourage an environment that drive teamwork, co-operation & performance excellence
- Act as manager and a coach for the team ensuring high staff morale, trust, and work ethics
- Ensure the team is well trained on all facilities policies, procedures, and systems
Reporting
- Ensure the monthly performance report is generated to meet MSA standards.
- Review monthly financial reports including the preparation of accruals and variance analysis
Candidate Specification
Experience
- 3-5 years experience delivering Facilities services and/or customer service.
- Excellent time management and communication skills.
- Sales skills and ability to build productive business relationships
- Ability to manage multiple projects independently
- Comprehension of M&E services to ensure services are managed, although technical qualification / background is not mandatory
- MS Office proficiency
Task Skills
- Hospitality management
- Project management
- Planning and organizing
- Customer relationship management
Personal Skills
- Strong communications and customer focus skills with the ability to interface and relate to the different stakeholders in the organization
- Confident, friendly & engaging
- Strong drive and persistence to achieve results
- Creative thinking with an open mind that is balanced by a strong sense of realism and practicality
