Workspace Experience Enabler Work Dynamics What this job involves: This position is responsible for creating “Delight” by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in the Workspace.

This candidate will have a deep understanding of the Workspace and the Surrounding areas and become the single point of contact for daily Workspace needs on the office floors and a counsel to the Guests present.

The role acts as an embedded point of contact for the JPMC Global Real Estate (“GRE”) team regarding Workspace activities at a Site level and supports account initiatives by driving consistent implementation and delivery through nudge behaviours.

A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.

Transforming to the Workspace Team of the future

- Creates Occupant Delight
- Has a natural hospitality-orientated communications acumen
- Embedded “Go To” trusted Workspace partner fostering all-level relationships
- Understands business traits/ cadence/ needs
- Deep Workspace & Surrounding area knowledge
- Shares observations regarding any misalignment to nudge behaviours to workspace assistant manager
- Single Point of Contact for issues resolution & Workspace change within allocated floors
- Problem solves & Resets space on the fly
- Acts as basic “counsel” regarding space needs/options as per Workspace Standards
- Be part of a highly proactive, responsive, energetic and agile team
- Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
- Escalate facilities issues to assistant manager when necessary
- Participate in ad-hoc projects when required

Client/Stakeholder Management

- Deliver an exceptional quality of service to the Client, as reflected by Client feedback
- Actively recover feedback from the end user

Leadership / Staff Management

- Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success

Operations Management





- Conduct floor rounds covering all employee touch points and ensure all proactive observations are raised
- Be present of allocated floors including lobby to interact with employees and promote firm’s agenda
- Connect with employees on a day to basis and develop an connect to drive feedback
- Encourage the employees to share their feedback on the firm provided tool
- Plan and execute employee engagement events
- Responsible and accountable for all service request
- Ensure service deliverables are met with SLA and KPI
- Record utilization of social spaces present on allocated floors
- Coordinate with different service partners to ensure all concerns are closed on time
- Must be customer focused and be proactive in establishing customer relationships
- Solves all concerns and reset spaces on the go
- When necessary raise risks to assistant manager
- Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
- Continuous Improvement implementation
- Acts as basic “counsel” regarding space needs/options as per Workspace Standards
- Ensure the delivery of all operational requirements as per the client scope of works across site
- Oversee office premises and delivery of hospitality services for users
- Provide administrative support of issuing work order to vendors as and when required
- Escalate facilities issues to management team when necessary
- Participate in ad-hoc projects when required
- Proactively follow up any survey platform on sites to ensure all requests/complaints are being addressed in a timely manner

Sound like you? To apply you need to be:

- Experience of 2 + years in hospitality – hotels, aviation industry / coworking spaces
- An added benefit would be a Bachelor’s degree/ Degree in Hotel Management, business or other related field.




- Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
- Strong analytical, organization and administration skills
- Excellent communication verbal and written
- Must be customer focused and be proactive in establishing customer relationships
- Proven ability to function effectively as part of a team

Critical Competencies for Success (with corresponding ‘I am JLL behaviours’) 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’

- Proven ability to manage multiple and complex operational matters on a daily basis
- lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

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
- Creative mindset
- 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 You Can Expect From Us You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things. Keep your ambitions in sight and imagine where JLL can take you...

📌 Workspace Experience Enablers (Mumbai)
🏢 JLL
📍 Mumbai