Facilities Manager at JLL

What this job involves: 

• A multi-disciplinary WorkSpace Manager role responsible for the delivery of contracted services within a large site for a global, financial services client. Range of intervention may include operational activities in accounting, finance, maintenance, operations, vendor oversight, purchasing of material, equipment and supplies, and occupancy services.
• The WorkSpace Manager will be responsible for delivering an exceptional client service, having oversight of all contracted workspace services and working collaboratively with specialist department heads.  They will ensure the timely and conscientious management of tasks, ensuring the building readiness. They will act as an ambassador of the JLL team, representing our JLL values in front of the client and wider stakeholders.

Role and Responsibilities:

Building Readiness

• Overall responsibility for the readiness of the building for the working day.
• Proactively identifying issues and working with the responsible operations teams (e.g. engineering, cleaning, mail) to manage them through to completion.
• The primary task for achieving this is by conducting floor walks.  All floors should be walked at least weekly, with high profile floors walked daily.
• Any items found to be requiring attention will be logged in the work planning tool (Corrigo) and proactively managed to an efficient close.
• Any issues preventing efficient closure should be escalated through line management before impacting the colleague experience.
• Proactivity will be measured using the proactive Work Order dashboard.
• Responsible for the overall operations standards and as such will work in partnership with their colleagues and vendor partners to ensure work is delivered in a timely manner and to a high standard. 
• Responsible for all signage seeking assistance from the wider team to design and position, but the suite of templates is their responsibility to maintain. (Note: signage design is responsibility of Comms manager and the WorkPlace team will assist with distribution, but overall accountability sits with the WorkSpace Manager.)
• Proactively review occupancy data throughout the day to identify areas that may require more attention to ensure ongoing readiness throughout the day.
• Support engineering with communicating any impacts of scheduled or unplanned works to the client and LSEG colleagues.  This might be via the WorkPlace team but it is the responsibility of this role to ensure the communication is done.
• Identify any service need peaks (e.g. analysing building occupation or WO load), on a daily / weekly / monthly basis and act upon to ensure a smooth service delivery.
• Implement and monitor disaster recovery and business continuity plans.

Experience focus and Team Work

• Supporting the WorkPlace team with preparations for events and any other requirements to enhance the workspace experience.
• Create a culture of personal accountability and ownership where the team provides a personal service and follows up as necessary.
• Represent one JLL at all project meetings, communicating plans back to the wider team and bringing in colleague SMEs when required.
• Run the daily brief, drawing out information from colleagues to ensure a one team attitude and approach.
• Communicate between teams and stakeholders, proactively sharing information and confirming actions. This includes not only your direct reports but also the JLL wider team incl. regional SMEs, the Client,  Landlords, JLL partners, and others.
• Develop key stakeholder relationships for strategic planning, change management and communication at senior level (as opposed to day-to-day comms with general LSEG workforce which is managed by the Workplace Ambassadors).
• Coordination and communication of delivery for special requests requiring input from other teams (e.g. OoH working requests).
• Support the one JLL team with response and resolution of all incidents.
• Work with transformation team (including BI&T) to deliver projects and feedback on pilots.
• Proactively manage the IT relationship, supporting where required and overseeing IT issues that are impacting colleague experience, escalating where necessary.
• Management of supply partners, including formal governance and compliance.  Working with them to bring innovation to the Account Management and client teams.
• Manage the JLL workspace team areas, ensuring they represent the best of our offering and are a good reflection of our JLL brand.

Compliance

• Own the overall site performance metrics.  Work with colleagues and vendor partners to proactively manage completion of all work load within SLAs and KPIs (not just the tasks directly responsible for).
• Be safer together - carry out assigned audits and inspections in a timely manner and work with colleagues to close out any actions.
• Ensure own training is up to date and support colleagues in ensuring all client governance requirements are up to date for all departments.
• Ensure finance processes are adhered to and tasks are completed in a timely manner.
• Review, interrogate and approve/decline ECAP requests prior to senior level approval.  Ensure information on ECAP is adequate for senior review.
• Complete formal floor inspections in line with schedule.
• Support the security team with the recertification procedure for their key card management process.
• Ensure a safe and compliant building, for example reporting good catches and managing actions through to completion on CMO.
• Responsible for completion of any incident / accident investigations.

Data / Administration

• Oversight for the collation and upkeep of all files and data that relate to the workplace.
• Contribute to formal reporting (SOR) by providing data and associated insights with recommendations to improve service.
• Be data insight champions, use data to make informed decisions and take knowledgeable action around the sit, be able to back up action and decisions with data.
• Ensure Corrigo data is accurate and up to date.
• Ensure all work orders are managed proactively, support operational colleagues to chase timely completion of work assigned to them.
• Check work order allocations proactively to ensure the right team has been assigned tasks.
• Oversight of data integrity - ensure data points are up to date (e.g. sensor data, floor plans, team org charts).
• Ensure all work is logged and recorded.
• Be aware of the scheduled work in your building and support engineering colleagues wherever possible for example in communicating to other stakeholders.
• Responsible for formal systems reporting of incidents (with support for out of hours team when back in hours).
• Have oversight for responsible management and log of building data - e.g. storing O&Ms, digital storage of SOPs, storing records of governance meeting files.

What we expect from all our colleagues on account:

• 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.
• Report at least two good catches per year, attend the SAFER together workshop and complete all safety trainings within the due date.
• 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 LSEG's 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.

Desired or preferred experience and technical skills:

• You can meet tight deadlines and work efficiently and collaboratively as part of a team to solve problems with professionalism and service focused approach.
• You have 3-5 yearsʼ direct facilities management operational experience.
• You have experience using a Computerised Maintenance Management system for managing Preventative Planned Maintenance.
• You have experience managing a team/ people management skills.
• You have knowledge of in-country requirements related to building regulations, H&S, contractors, statutory regulations, etc.
• You have experience in project management or team delivery (desired, not essential).

Required Skills and Experience:

• You keep up to date with industry trends and have direct experience or an interest in facilities management and customer service.
• You are open and have good communication skills.
• You strive for excellence in what you do and share ideas for improvement.
• You are proficient with Word and Excel and have a keen interest in technology.
• You are adaptable to work to requests and projects that may vary from day to day.