Assistant Site Services Manager

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

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 eventtickets.

  • 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

Location:

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