JLL supports the Whole You, personally and professionally. Workplace Experience Assistant Manager Position Overview The Workplace Experience Assistant Manager serves as a strategic operational leader, overseeing and elevating workplace services delivery to achieve exceptional occupant and guest experiences. This role combines hands-on operational management with team leadership, ensuring consistent service excellence through detailed oversight, proactive problem-solving, and continuous improvement initiatives. The position requires a serviceminded professional who can balance operational efficiency with the human-centered approach needed to create workplace environments that truly delight users. Key Responsibilities Team Leadership & Development - Lead, mentor, and develop Workplace Experience Enablers, providing coaching, performance feedback, and qualified growth opportunities - Establish clear performance expectations and conduct regular team assessments aligned with Individual Performance Management criteria - Foster a culture of service excellence, attention to detail, and continuous learning within the workplace services team - Coordinate team schedules, workload distribution, and coverage to ensure seamless service delivery across all operating hours - Support team members in resolving complex occupant requests and challenging operational situations Operational Excellence Management - Oversee daily workplace operations to ensure "works every time" reliability across all service touchpoints - Monitor and audit compliance with Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) across all workplace services - Conduct regular quality assessments and spot-checks of both internal team performance and vendor service delivery - Implement and manage change control processes,



ensuring all modifications are properly documented and communicated - Oversee Clear Deck policy enforcement, lost property processes, and comprehensive reporting to Workplace Experience teams for stakeholder communication Vendor Management & Contract Oversight - Manage relationships with multiple service providers, ensuring contractual obligations are consistently met - Evaluate vendor performance against established KPIs and SLAs, implementing corrective actions when necessary - Coordinate vendor activities to minimize disruption to occupants while maintaining service quality standards - Review and assess operational and technical site requirements to ensure contracts provide necessary supplies and services - Negotiate service improvements and cost optimizations within established procurement guidelines Strategic Operations & Continuous Improvement - Analyze operational data and performance metrics to identify trends, opportunities, and areas for enhancement - Develop and implement process improvements that enhance efficiency while maintaining or improving service quality - Lead cost optimization initiatives with a value-driven mindset,



balancing budget consciousness with service excellence - Prepare comprehensive risk assessments for self-delivered services and ensure appropriate mitigation strategies - Maintain current and accurate information within Client Property Services SharePoint systems Emergency Response & Critical Incident Management - Serve as escalation point for after-hours critical issues and emergency situations - Lead incident response coordination, ensuring proper documentation, communication, and follow-up actions - Establish and maintain emergency protocols, ensuring team readiness for various scenarios - Report building incidents through established escalation channels with appropriate measures and solutions - Coordinate with security, facilities, and other stakeholders during emergency situations Customer Experience & Stakeholder Communication - Resolve complex occupant complaints and concerns, ensuring satisfactory outcomes and proper follow-up - Maintain proactive communication with Workplace Experience Site Leads regarding operational performance, risks, and opportunities - Collaborate with Lines of Business (LOBs) to understand evolving workplace needs and adjust service delivery accordingly - Champion the customer delight philosophy, ensuring all team interactions reflect JLL's commitment to exceptional service - Conduct regular occupant feedback sessions and implement improvements based on user input Required Qualifications Education & Experience - Bachelor's degree in Hospitality Management, Business Administration, Facilities Management, or related field - Minimum 3-5 years of progressive experience in hospitality, facilities management, or workplace services - At least 2 years of team leadership or supervisory experience, preferably in serviceoriented environments - Demonstrated experience managing vendor relationships and service contracts Core Competencies - Exceptional verbal and written communication skills with ability to interact professionally with all organizational levels

📌 Workplace Experience Assistant Manager (Mumbai)
🏢 JLL
📍 Mumbai