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Workplace Experience Lead

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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 91,000 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.

**Key Responsibilities and Accountabilities**:
Ensure compliance with approved SOPs for each service provided. If IFM member identifies discrepancies between SOP implementation and coherent applicability, must escalate to update or implement local variances in SOP.

**Volume 1**: Account Management

Governance & General Management
Ensures compliance with SOPs for all Customer Experience contracted services, identifies and includes all variations applicable per site.
Ensures compliance with MS standardized processes, policies and procedures by all parties executing services on behalf of MS.
Support annual development of Site Operations 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 MS systems information. Advise of any data issues to address data accuracy.

Sourcing & Procurement
Supports sourcing, selection, contracting and management of Tier Two providers.
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 MS expenditure authorization limits and compliance guidelines.
In coordination with FM, 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 the 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 MS Accounts Payable.
Ensure invoices are correctly prepared by vendors.

Innovation, Benchmarking, & Cost Savings
Continuously identifies ways in which service can be improved and value for money can be enhanced. Communicates innovations and cost savings ideas to RE&F.
Develops, seeks approvals, and implements plans for continuous process improvement, cost reduction and efficiency.
Benchmarks practices within JLL accounts and proposes improvements if applicable.

Change Management
Supports execution for IFM Change Management activities.

Client Relationship Management
Acts in alignment with local CRM Strategy.

Marketing & Communications
Supports the execution of Key Activities Calendar and assures all assigned communications are executed in timely manner.

Environmental Sustainability
Works in coordination with Ops Supervisor and CX&C team to plan and execute activities related to environmental sustainability.

**Volume 2**: MS Customer & Employee Experience

Reception
Manages receptionist services for MS 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 MS Programs related to service.

Office Supplies
Manages the purchase, receipt, storage and issue/return office supplies in compliance with applicable programs and procedures.

Shipping & Receiving
Manages shipping and receiving services at assigned properties.

Mail Collection & Distribution
Ensures mail collection and distribution services are provided within and between designated MS properties in a safe, efficient, and cost-effective manner.

Courier Services
Manages mail Courier and Express Courier services within and between designated properties and to/from local post office including delive