JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

City Lead

Work Dynamics

What's this job involves

ROLE AND RESPONSIBILITIES

OVERALL ROLE

This position is responsible for the end-to-end Occupant and Guest Experience within the assigned portfolio, with the focus on providing outstanding Experience in the Workplace. With

Experience at the core of the gearing of the service delivery, workplace activities need as human-centric and engagement focused as possible, with team management, site operations,

service contracts, sourcing, procurement and financial decisions made with this ultimate target of

Delight in mind, while maintaining safe working practices throughout all we do.

The role acts as point of contact for the client Global Real Estate (“GRE”) client team regarding

Workplace activities of all buildings at City Level and supports account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement, interfacing not only with

GRE, but also other service partners such as Security and Amenity Services, with Landlords as relevant, along with the lines of business and occupants as the ultimate service recipients.

MAJOR RESPONSIBILITIES

Transforming to the Workplace Team of the future

Develop existing and bring in new talent and capabilities into the Workplace Experience

Team

Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors

Develop an active and visible Workplace Experience Team

Ensure there is a highly proactive, responsive, dynamic and agile team

Client/Stakeholder Management (in support of the Country lead)

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

Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and onsite

Vendors

Operations Management:

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 Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region

Drive Client specific initiatives such technology roll-outs, 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

Ensure meeting or exceeding SLA/KPI scores Hire, attract and retain a team of top talented employees and to ensure company standards are met Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered

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

Manage Vendor Contract database to ensure they are up to date at all times

Manage vendor procurement processes and ensure timely contract execution, negotiation, including preparation of tender documentation and preparation of contracts in accordance with agreed guidelines

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

Coordinate churn work and minor project works requested by users

Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations

Responsible for monitoring and managing staff performance with criteria set in Individual

Performance Management

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

Sound like you? To apply you need to have:

CANDIDATE SPECIFICATION – KEY SELECTION CRITERIA

Ideal Experience

- Excellent verbal and written communication skills as well as presentation skills

Any Bachelor’s Degree
- Able to adapt in a fast-paced working workplace and versatile in meeting client changing

needs and requirements
- Strong analytical, organization and administration skills
- A minimum of 10 + years in the facility management industry/hospitality industry managing

large facility operations An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.

Fluent in English

Critical Competencies for Success (with corresponding ‘I am JLL behaviors')

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

What we can do for you: At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

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

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

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 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 future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

📌 City Lead (Bengaluru)
🏢 JLL
📍 Bengaluru