Job Summary

This position is responsible for overseeing the Workspace and Guest Experience across multiple markets within a sub-region (e.g., West Asia, South Asia, or North Asia). The role focuses on providing outstanding end-to-end Experience in the Workspace and to Guests across multiple sites and countries.

Reporting to the AME Workspace Experience Lead, this role will be responsible for supporting and driving the experience culture for multiple sites, both regionally and on-site.

A key aspect of this role is engaging with both key regional and site stakeholders, other service partners and vendors as well as site occupants as the ultimate service recipients.

What your day-to-day will look like

Transforming to the Workspace Team of the future

- Develop the Workspace Guest Experience Team capabilities, to ensure there is a highly proactive, responsive, dynamic, and agile team.
- Develop and implement strategies to align Workspace Guest Experience capabilities across multiple markets within the sub-region.
- Support the use of technology and digital platforms to enable the Workspace and Guest Experience team to be agile and present and deliver best-in-class service.
- Support a culture of continuous learning within the team, supporting their career development.
- Promote and share best practice across the team to align service standards.

Client/Stakeholder Management (in support of the AME Workspace Experience Lead)

- Develop meaningful stakeholder relationships on-site to ensure we are aware of business needs, enabling agility with the changing requirements of the portfolio and site stakeholders.
- Work closely with Workspace Operations Managers and Sub-Regional Account Director to ensure we deliver an aligned and seamless one team approach.
- Ensure all feedback insights are shared with the ASP Workspace Experience Lead in a timely manner, allowing trend identification, root cause analysis as well as sharing our successes.
- Cultivate relationships with key regional or global stakeholders across various markets to ensure alignment with regional business needs and changing requirements.

Leadership / Staff Management

- Assist the AME Workspace Experience Lead with the deployment of behaviour-based training, playbooks, and JD s. Actively encourage an workplace that supports cross-functional teamwork, co-operation, performance excellence, and personal success. Create a culture of accountability and ownership where the team provides a personal service and follows up as necessary. Oversee and guide Workspace Experience Leads across multiple markets, ensuring consistent service delivery and performance across the sub-region.

Operations Management





- Ensure the delivery of all operational requirements as per the clients scope of work across multiple markets and sites within the sub-region. Support the team's awareness of business and team activity with regular and ad-hoc communication including regular team meetings and one-to-ones. To ensure that the Guest Experience team is consistently aware of VIP activity throughout their sites, to ensure that service is exceeded at any touchpoint. In addition, ensuring they keep the wider JLL site colleagues aware of any VIP activity. Always ensure that the team is adhering to the highest levels of personal presentation/appearance and wearing the correct uniform. Carry out regular service audits of both the guest and colleague areas across the sites to ensure they are operating with service excellence at the forefront, ensuring any learnings are shared and issues closed out in a timely manner. Operate in a proactive manner that supports the entire Team, demonstrating a can-do attitude; this will include supporting on reception desks if needed. Support Regional initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops, and client initiatives as appropriate, through driving implementation and consistency across the region. Ensure operations are aligned to financial processes and controls are always adhered 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 to demonstrate. Hire, attract, and retain a team of top-talent employees and ensure company standards are met. Resolve users complaints and concerns with solutions and follow-up. Work proactively to avoid future complaints. Ensure timely escalations of any complaints to the ASP Workspace Experience Lead. Support and participate as a key team member in response to any on-site emergency situations, ensuring workspace experience team members are on the ground, mitigating risk, and engaging with colleagues as needed. Analyze regional data to identify trends, best practices, and areas for improvement across markets.

What we expect from all our colleagues on account:

- Our goal is to provide enhanced workplace experiences that will be long remembered by our clients.



In this role you will be a part of delivering a best-in-class experience for our client s personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety. With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the chance to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish. Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved. You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the what, so what and now what. By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and HSBCs strategic desire for data-driven decisions. You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client s sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.

Required Skills and Experience

- Excellent verbal and written communication skills as well as presentation skills Able to adapt to a fast-paced working environment and versatile in meeting changing client needs, understand cultural nuances, and impact on experience in different markets. Strong analytical, organization, and administration skills including attention to details At least 5 years of leadership experience within a corporate, operations, or hospitality environment. Self-motivated service leader committed to driving service excellence. Experienced in leading client services

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Workspace Experience Lead (Mumbai)
🏢 Jones Lang LaSalle (JLL)
📍 Mumbai