Workplace Experience Specialist

hace 6 meses

Santiago de Chile JLL A tiempo completo

**JLL supports the Whole You, personally and professionally.**

**Benefits to eligible employees, include**:

- Life, health and dental insurance for you.
- Annual Performance Bonus.
- Online platform with certified courses for professional development.
- Meal vouchers.

**What this job involves**

Within the framework of Law 21.015, which encourages the hiring of people with disabilities, we are looking for a dynamic person for the position of **Workplace Experience Specialist **to join our team. If you require any reasonable accommodation to participate in this selection process, please inform us to facilitate your participation in equal opportunities (Law 20.422):

- ** Location**: Región Metropolitana, Chile.
- ** Work schedule**: Monday to Friday, 9:00 am to 6:00 pm.
- ** Work model**: On-site.
- ** Contract Type**: Indefinite-term.

This role is responsible for overseeing and supporting the effective delivery of Workplace Experience Services and user experience by understanding, assessing and evaluating the needs of staff and guests alike.

Workplace Experience Specialist acts as Building Ambassador at site level and should drive continued development and adaptation of all Workplace Services resulting in enhanced end user satisfaction and workplace experience for client staff and guests alike.

**What is your day to day?**

Governance & General Management
- Ensures compliance with SOPs for all Workplace Experience contracted services, identifies and includes all variations applicable per site.
- Ensures compliance with client standardized processes, policies and procedures by all parties executing services on behalf of client.
- Support annual development of Country Plan and execute Customer Experience projects & programs assigned.
- Provides visibility of opportunities in processes and programs for improvements.
- Participate and be engaged with IFM meeting cadence (operational, strategic and best practice forums)

Reporting
- Provide operational service reporting on a monthly, quarterly and annual basis.
- Ensure information reported is accurate with client systems information. Advise of any data issues to address data accuracy.
- Provide insights to GWS of how staff are using the space, Support periodic Workplace Experience feedback opportunities to gain insights and provide a continuous feedback loop as to staff sentiment
- Provide feedback and insights as to behavioral trends and opportunities to enhance experience and workplace effectiveness.

Sourcing & Procurement
- Supports sourcing, selection, contracting and management of Tier Two providers, related to Workplace Experience
- Onboard and train Tier Two Providers as may be required.

Supplier Performance
- Validates all provider invoices related to soft services submitted for payment are appropriate and consistent with client expenditure authorization limits and compliance guidelines.
- In coordination with Workplace Manager, measure and track vendor performance against pre-defined set of success criteria and contract obligations utilizing metrics and KPIs where applicable.
- Manages T2 vendor relationship to ensure adequate service delivery.

Financial Management
- Ensure contractually correct and timely payment of Tier One and Tier Two Provider invoices/invoice processing (per agreed term) submitted to client Accounts Payable.
- Ensure invoices are correctly prepared by vendors.

Client Relationship Management
- Acts in alignment with local CRM Strategy.
- Ensure the best experience for our clients (internal and external).

Marketing & Communications
- Supports the execution of Key Activities Calendar under Workplace Experience Specialist responsibility.

Environmental Sustainability
- Support in coordination with Workplace Manager and Engineering team to plan and execute activities related to environmental sustainability.

Reception
- Manages receptionist services for client locations. Services shall utilize global best practices to assure that interactions result in the highest possible level of professionalism, responsiveness and satisfaction. Adapts, as may be needed, for local/regional customs/practices.
- Implements client Programs related to service.
- Manage REF support resource activities.

Office Supplies & Shipping and receiving (Courier Services)
- Manages the purchase, receipt, storage and issue/return office supplies in compliance with applicable programs and procedures.
- Manages shipping and receiving services at assigned properties.
- Ensures mail collection and distribution services are provided within and between designated client properties in a safe, efficient, and cost-effective manner.
- Manages mail Courier and Express Courier services within and between designated properties and to/from local post office including delivery of client business mail, parcels, documents, interoffice mail and any other items to be delivered to client sites.

Site Occupants New Hires / Exists
- Execute client New Hires facilities set-up

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