Assistant Manager – Workplace Experience & Workspace Delivery

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Work Dynamics (Integrated Facilities Management)

Position Overview

The Assistant Manager – Workplace Experience & Workspace Delivery serves as a strategic operational leader, overseeing and elevating workplace services and day-to-day housekeeping operations 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.

Working within Work Dynamics (Integrated Facilities Management), the position maintains a large, modern and upscale office, enforces quality assurance for cleanliness, and ensures alignment with the Workspace Experience team to create Employee Delight with agility of mind. The role requires a service-minded 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 and housekeeping staff, providing coaching, performance feedback, and professional 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

·         Assign team members duties and inspect work for conformance to prescribed standards of cleanliness

·         Support team members in resolving complex occupant requests and challenging operational situations

Operational Excellence Management

·         Oversee daily workplace and housekeeping 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

·         Schedule cleaning of carpets, upholstery, deep cleaning projects, window cleaning, and periodic major cleaning projects

·         Ensure proper key control procedures are utilised by staff

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

·         Coordinate with specialist vendors including Pest Control, Horticulture, Floor Maintenance, and Facade Maintenance

·         Investigate concerns regarding housekeeping service and equipment, and take corrective action

·         Review and assess operational and technical site requirements to ensure contracts provide necessary supplies and services

·         Inventory cleaning supplies and order to ensure adequate stock levels

·         Submit requests for repair and periodic maintenance of cleaning equipment

·         Schedule and complete all PPM (Planned Preventive Maintenance) works and audit works completed by vendors under AMC contracts

·         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

·         Maintain clear, efficient communication and coordination with engineering and front-of-house teams

·         Collaborate with Lines of Business (LOBs) to understand evolving workplace needs and adjust service delivery accordingly

·         Champion the employee delight philosophy, ensuring all team interactions reflect a 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, Hotel Management, Business Administration, Facilities Management, or related field

·         Minimum 3–6 years of progressive experience in hospitality, facilities management, soft services, hotel housekeeping, or workplace services

·         At least 2 years of team leadership or supervisory experience, preferably in service-oriented 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

·         Proven ability to lead teams, manage performance, and develop talent in fast-paced service environments

·         Experience with workplace technology systems, reporting tools, and data analysis

·         Proficient in MS Office suite

Personal Attributes

·         Service excellence mindset with genuine commitment to creating positive workplace experiences

·         An eye for detail and the ability to effectively deal with clients, other departments, and housekeeping staff

·         Adaptable and open to new ideas with willingness to challenge existing processes for improvement; versatile in meeting client changing needs

·         Strong organizational skills with ability to manage multiple priorities and competing demands

·         Proactive approach to identifying and addressing potential issues before they impact occupant experience

Location:

Scheduled Weekly Hours:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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