New 
Workplace Services Manager
 JLL | |
 United States, California, South San Francisco | |
 Nov 28, 2024 | |
|
The Workplace Services Manager/Supervisor directs and oversees the operations and performance of JLL personnel and third-party vendors & suppliers. Performs and/or directs the performance of all facility departmental service requests, ensuring that work performed in all spaces, is accomplished efficiently with a minimum amount of business disruption.
Customer Relationships(Client) Proactively develop and manage positive client partnership through due diligence and concise communications and ensuring that expected service levels are achieved. Develop strong partnership with clients through trust, actions and results. Comply with all GxP and Non-GxP requirements of the Client contract and meet or exceed Key Performance Indicators. Deliver an exceptional quality of service to the client, as reflected by client feedback. Encourage proactive communication before and after the End User Satisfaction Survey and lead the development of Action Plans. Leadership/Staff Management (People) Drive success, engagement, and continuation of culture change in the Facilities Management Team Actively support a proactive environment of teamwork, co-operation, performance excellence and personal success. Act as an ambassador for JLL by behaving consistently with cultural and ethical requirements and participating in company activities. Develop the team's existing skills and add new competencies to enhance service and drive opportunities for more self-performance Participate in the individual performance management program, and personal development planning process. Drive and promote safety culture within the portfolio including clients, subcontractors, suppliers and visitors. Service Delivery (Growth) Primary responsibility is to support JLL onsite senior leadership team on oversight and management of facilities soft services activities, such as pest control program, GxP and Non-GxP janitorial (housekeeping) services, mail services, laboratory & glass wash services, landscaping, nonhazardous waste management, internal events & meetings, and any other soft services as assigned by the client. Supports in the implementation of any new technologies to support the operations as it relates to GxP and regulated cleaning environments Liaising with the EHS team and assisting with any technical issues arising from an incident, near miss, good catch investigation or other circumstances, which require a facilities soft services subject matter expert. Update and maintain Approved Pesticide (APL) lists. Accountable to lead deployment of workplace and employee experience initiatives and programs at site level, which includes to understand JLL and client goals, objectives and focus areas for workplace experience services by developing plans on how to better deploy, implement and reach adoption to meet and fit business needs. Provide quality analysis of customer service results and develop effective response strategies to proactively communicate action plans and issues to the site senior facilities leadership team. Accountable for soft services subcontractor and supplier management, and procurement compliance and ensure all critical services vendor PM's are completed as per schedule to deliver goods and services against contracts, quality agreements and client expectations. Assist in negotiating service contracts under the direction of the Senior Facility Management Team members Successful financial performance of soft services operating budgets of the client account, also identify cost savings opportunities within the workplace services program while summarizing and forecasting or unforeseen expenditures and maintaining high level of customer satisfaction throughout the year. Establish relationships with Site Leads, area managers, business partners such as EHS leads, Finance, Procurement, CoE to establish trust and credibility in the delivery of IFM services. Provide input and support to strategic planning initiatives and work with Senior Facility Management Team to identify saving reduction opportunities and make recommendations to the Senior Facility Manager for consideration Follow all Company mandated change-control procedures as they relate to GxP and EH&S requirements. Developing, implementing, and maintaining JLLs practices across all engineering disciplines to meet client and authority having jurisdiction (AHJ) compliance requirements. Assist in the development and completion of JLL JCAP, and any other JLL corporate programs, as required. Support Business Continuity Planning. Report and align with clients, and drive mitigation as required. Perform other job-related duties and special projects as requested. Qualifications Have a minimum of seven (5+) years of management/supervisory experience in all aspects of soft services, vendor management, and/or employee workplace experience programs. Have a minimum of five (3+) years of experience in Pharma, Biotech or similar life science sectors that are governed in GxP regulations, systems and processes. Required background or training and/or in depth in experience in multiple Workplace Services areas, e.g. Mail, Janitorial (GxP and Non-GxP), Internal Meetings & Events, Moves/Add/Change Management, Document Services, Waste Management. Business acumen including financial planning and analysis must be able to manage within budget and time constraints. Strong client management skills and demonstrated skills in managing high level client communications Ability to identify, evaluate and then articulate trade-offs, recommendations, and risks associated with changing project requirements and/or reprioritizing projects. Has experience in delivering learning and development programs, such as induction, change management, soft skills training (e.g. customer service, communication skills, leadership, etc.) Excellent verbal and written communication skills Strong organizational and prioritization skills Advanced computer and office software skills | |