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.   

Job Responsibilities

Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the accountEstablishes challenging, realistic, and obtainable goals to guide operation and performanceDevelops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLLManages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating the underlying servicesStrives to improve service performanceAchieves and exceeds goals including performance goals, budget goals, team goals

Leading Experience Team

Develops and implements customer experience training plan that enables exceptional service delivery across the account globallyUtilizes interpersonal and communication skills to lead, influence, and encourage othersAdvocates sound financial/business decision making; demonstrates honesty/integrityLeads by exampleEncourages and builds mutual trust, respect, and cooperation among team membersEstablishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating daysSets goals and expectations for direct reports using the performance review process and holds team accountable for successful performanceEnsures that expectations and objectives are clearly communicatedEstablishes and maintains open, collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team

Ensuring Exceptional Customer Service

Anticipation and response to needs and concerns of multiple clients and transform problems into opportunitiesMonitors and manages 3rd party vendor performance related to soft services deliveryProactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s)Shares plans to take corrective action based on KPI and survey results with client leadershipEngages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficienciesPerform additional job duties, as requested

Qualifications

Bachelor’s degree10+ years prior experience in Soft Services, Facility Management or Operations and/or knowledge of commercial real estate or hospitality industry, preferredProven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environmentTrack record of initiative, integrity, and good judgementStrong analytical/financial aptitudeAbility to gather data, assess situations and quickly develop solutionsHighly collaborative with strong interpersonal skillsExcellent verbal and written communication skills with the ability to communicate professionallyProficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)

Must have qualities:

Quick decision makingSelf-starter, highly motivatedDrive to finish activities as and when required.Strong willed and confident individual

Location:

On-site –Bengaluru, KA

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!

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Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

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For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.