Assistant Site Services Manager

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.

OVERALL ROLE
The requirement is for a mindset that is very hands-on, energetic, helpful and straightforward. Achieve excellence in maintenance and technical service programs, obtaining the highest possible standards and practices. Manage the scope of contracts to ensure agreed deliverables are met within the stipulated time. To provide comprehensive facility, contract and procurement management for services, with a focus on continuous improvement and critical environment and equipment maintenance. To achieve financial and other targets established by the Country Lead and Regional Team. Achieve Key Performance Indicators and Service Level Agreements targets.

MAJOR RESPONSIBILITIES
Site Operations Management

Assist manager in service delivery in accordance with client KPIs and SLA

Developing, implementing and maintaining building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems

Ensuring an adequate supply of materials and service for the proper operation of the buildings

Coordinate with Building Management & the Business Units on Project issues

Manage a program of weekly inspections for the workplace to ensure correct building operations, energy conservation and cleanliness is upheld

Management of Preventive and Planned Maintenance programme to minimize maintenance, repair and replacement costs together with minimizing the risk of equipment failure.

24/7 emergency call support and site attendance is required

Recommend continuous quality improvement practices and implement Best Practice operations

Ensure all Critical Environment (CEM) requirements are met (secondary)

Ensure all Reactive Maintenance is completed as per the agreed timeframes.

Review existing operations regularly to reduce costs and improve operational standards

Assist in preparing and presenting the weekly/monthly/quarterly report

Risk Management
Ensure full compliance with all local and governmental regulations and legislations

Ensure a property risk management program including audits is implemented and maintained

Ensure disaster recovering and business continuity plans are implemented and maintained

Ensure escalation procedures and incident reporting procedures are implemented and in place

Assist in the development of guidelines and strategies to ensure compliance with JLL business conduct

People Management
Ensure high staff morale, trust and work ethics

Build and maintain an environment that supports teamwork, co-operation and performance excellence within team

Mentor and enable Training & Development of team members

Coordinate with the Manager on the implementation of FM Procedures and train FM staff

Team organizing the work in a structure manner

Ensure all staff have the minimum expected training scheduled and it is expected within the calendar year

Controlling and monitoring performance, evaluating results and taking corrective action as needed

Client/Stakeholder Management
Proactively engage stakeholders to ensure that on site client’s expectations are met through high levels of customer service

Build and develop effective client / stakeholder relationships across multiple levels of the organisation

On-site key point of contact for Facilities in the client’s premises

Provide a cooperative environment with customers, ensuring high levels of engagement

Provide a positive environment where things do get done; providing flexibility and understanding how to say no, while still providing a service and keeping the client happy

Proactively understand the customers/ employees needs and act on them before being requested

Procurement & Vendor Management

Ensure vendors are well-managed, delivering services on time and within budget

Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as JLL best practice

Contracts & Vendor Management
Plan and manage all contracts to ensure that they are professionally delivered at the right costs

Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed

Ensure contracts are continually assessed to deliver best value to the client

Ensure vendor safety and workmanship meet acceptable levels

Ensure service reports are filed appropriately

Ensure any issues from servicing are followed up and action ed appropriately to avoid workplace impact

Conduct regular review of vendors' performance, evaluate their services against agreed- upon metrics, and provide feedback and recommendations.

Finance Management
Actively work to ensure that the site’s financial operations are meeting or exceeding targets and control requirements including the JLL Code of Ethics

Ensure financial processes are followed at all times

Assisting with the preparations of strategic plans, budgets, and client reports, including financial reconciliation for service contract accounts.

Health & Safety Management

Ensure the provision of a safe working environment

Ensure compliance with statutory regulations on fire, health and safety standards

Client System

Manage ticket requests which will be the focal point for day-to-day operational activities

Log and monitor all service requests in the ticketing system, ensuring that each request is routed to the correct team member/vendor who is responsible for performing the request and such vendor is fully aware of the requirements and timescales detailed in the contract.

Track each request to ensure it is closed correctly and in accordance with the required timescales detailed in the Contract.

Administer any changes in the client portal

Ensure client ticket KPI is met

Events Coordination / Support

Management of the event tickets.

Coordination on set-up for the event requirements (security arrangement, IT, cleaning, configuration, etc).

Coordination with stakeholders on business event requirement

Administration of meeting rooms

Sustainability
Annual & Monthly data submission & Tracking (Utilities data, office data etc)

Waste audit

Green supplies sourcing and management

Support Sustainable Pursuits Initiatives

Others
Profitability and Savings Initiative: Develop initiatives and strategies that lead to cost savings and service improvement

Best Practice & Innovation Implementation

MAC & Space Management

Participate and support region wide projects as and when they come up and as per APAC annual plans

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Ideal Experience
Min. Bachelor’s degree in facilities management, building, business or other related field &/or 2-5 years experience in facilities, property management, hospitality or related field

Has experience working in Information Technology or BPO environment

Excellent people skills and ability to interact with a wide range of client staff and demands

Demonstrated experience with tendering and service improvement initiatives required

Knowledge of local occupational health and safety requirements

Knowledge of critical facilities

Knowledge of vendor management for specialized services

Proven capacity to understand and interpret commercial contracts

Strong budget management and financial analysis skills

Strong PC literacy and proven ability to manage daily activities using various systems.

Demonstrated experience with continuous improvement initiatives

Demonstrated experience with client reporting and preparation of reports

Critical Competencies for Success
Client Focus & Relationship Management

Demonstrates proactive & professional approach to customer service and stakeholder engagement

Ability to interact with a wide range of client

Ability to manage conflict and balance between client and firm requirements

Has a customer service oriented attitude

Team Leadership

Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Project Management & Organizational Skills

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

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
Strong communicator – Good presentation skills and possesses strong verbal & written communication skills (English & local language), also an active listener

Passion for quality – has an eye for detail to make sure the best delivery of services

Self-motivated; confident & energetic

Ability to work across multiple, matrix reporting environments and priorities activities accordingly

Ability to effectively deal with stressful situations

Flexible – able to adapt to rapidly changing situations

Strongly goal-oriented – able to focus on meeting all performance targets

Is a team player – able to cooperate and work well with others to meet targets

Proven ability to initiate and follow through with improvement initiatives

Exhibits honesty & trustworthiness

Open to new ideas & willing to challenge status quo

If this job description 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.