JLL
Website:
co.jll
Job details:
Job Description
Lead all workplace experience, soft services/events, reception, and helpdesk functions at The Client at Powai Mumbai, reporting to Facility Manager and managing a team including Assistant Manager – Soft Services/Events and Helpdesk.
Responsibilities:
- Ensure operational excellence in reception, meeting/event setup, hospitality, mailroom, and helpdesk services as per contract and brand standards.
- Design and implement SOPs, programs, and playbooks to drive safety, quality, and positive client and employee experiences.
- Supervise, train, and motivate direct reports with a focus on service delivery, grooming, compliance, and stakeholder engagement.
- Collaborate with 3rd party vendors, event partners, and catering for seamless service delivery and process improvements.
- Track, analyze, and report on employee/visitor feedback and service metrics; respond to escalations and ensure timely closure of all helpdesk requests.
- Facilitate client meetings, feedback sessions, and workshops to continuously enhance experience and promote innovation.
- Maintain audit-ready documentation for all service activities, events, feedback, and compliance matters.
- Stay current with workplace technology and market trends; support digital tool adoption and process efficiency.
- Partner with The Client at Powai and JLL teams to deliver solutions that boost engagement, productivity, and workplace satisfaction.
- Foster a culture of hospitality, accountability, and continuous improvement.
Required Experience & Skills:
- Bachelor’s degree.
- 5+ years’ experience in workplace, hospitality, or facilities operations with management responsibility.
- Strong people leadership, organization, and client communication skills.
- Vendor management and ability to drive technology/process adoption.
- Proficient in MS Office and FM systems.
- Integrity, initiative, and collaborative mindset.
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