Regional Experience Services Lead, India

Job Description

This role presents an incredible opportunity for a leader who is on the leading edge of Workplace Experience. The Regional Experience Lead is a member of JLL s experience platform team and reports directly to the Workplace Experience Global Lead. This role is responsible for developing scalable platform solutions to deliver services that transform the workplace experience for our clients employees and guests. The focus is on creating adaptable, enterprise-wide systems that can be efficiently deployed across multiple accounts to enhance workplace experience. The Regional Lead collaborates with key business partners in Operations, Sales, Solution Development, Consulting, JLLT, Facilities Management, Engineering, and Sustainability to ensure our strategies, programming, and day to day delivery is achieving our clients objectives. With a focus on workplace experience this individual must be able to effectively communicate JLL s ability to deliver an array of programs including, but not limited to, training, Pitstop, Dashboard, Journey mapping, Sentiment measurement, Playbook development and Communities of Practice as well as services including, but not limited to, reception, concierge, guest services, community management, amenities, wellbeing, food services, meeting & event planning. The role is Client facing and must be able to exhibit exceptional client service and communication skills from the C-Suite down. Job Responsibilities Works closely with the Global Experience platform team, Regional platform functions and Regional Account Leadership to identify opportunities to grow and scale programs and services offerings Participate in account leadership forums to promote the Experience Platform and identify cross-functional collaboration opportunities, driving adoption and value across client accounts. Drives excellence and organic growth on accounts by actively developing, capturing, benchmarking, documenting and communicating experience best practices Supports accounts to bring experience into all service lines Supports accounts with tools to develop strong and sustainable relationships with our clients - understands their goals, objectives, and desired outcome for Workplace Experience Collaborates with our Regional Sales and Solution Development teams in response to business opportunities, RFP s, RFI s, and renewals Leverages Consulting and Research teams to address client needs for a holistic approach to workplace experience delivery Leads the regionalization of global workplace experience programs and services Where possible, collaborates with Experience Mobilisation Leads to identify opportunities to roll out global workplace experience programmes and services Identifies regional best practices and shares it with the global platform team Applies a digital first and human centric approach to service needs and opportunities Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL If required, manages a team of Regional Experience Leads who support the on-account resources responsible for the daily implementation and execution of Experience programing Measure and assess account performance from an Experience perspective Develops and implements customer experience training plans that enable exceptional service delivery across the globe Utilizes interpersonal, communication, and storytelling skills to lead, influence, and encourage others Advocates sound financial/business decision making; demonstrates honesty/integrity Encourages and builds mutual trust, respect, and cooperation among team members Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating needs Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance Ensures that expectations and objectives are clearly communicated Establishes and maintains open, collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team Monitors and manages 3rd party vendor performance related to soft services delivery Proactively 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) Engages 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 efficiencies Perform additional job duties, as requested Qualifications Bachelor s or Master s degree 10+ years prior experience in Hospitality, Facility Management or Workplace Operations. Knowledge of commercial, Real Estate and Workplace Strategy is also preferred Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment Strong analytical/financial aptitude Ability to gather data, assess situations and quickly develop solutions Highly collaborative with strong interpersonal skills Excellent verbal and written communication skills Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)