Key Responsibilities:
Operational Excellence / Program Development
* Works closely with Account leadership and the client to understand the goals, objectives and focus areas for Experience Services on the account
* Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk and create value for our client and JLL
* Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies
* Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating with other service lines
* Ensures operational excellence in day to day service delivery including the development of playbooks and programs which improve the efficiency and effectiveness, performance, quality, safety and risk for our clients that are measured with appropriate performance metrics
* Manages 3rd party suppliers in the delivery of services aligned with experience programs
* Achieves and exceeds goals including performance goals, financial plan goals and team goals
* Contributes to the overall technology roadmap, in support of JLL's digital drive initiatives
* Perform additional job duties, as requested by account teamExperience Management
* Develops and implements a customer experience training plan that enables exceptional service delivery across the account. Perpetuate a culture of hospitality.
* Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial / business decision making, demonstrates honesty and integrity, leads by example
* 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 statements of work and service level agreements
* Ensures that expectations and objectives are clearly communicated
* Establishes and maintains open, collaborative relationships with direct reports and entire account team. Ensures all team members meet these same expectations.
* Builds meaningful lasting relationships with the JLL platform team to promote confidence, innovation and best practices
* Acts as a resource and subject matter expert sharing industry expertise, best practices and thought leadershipEnsuring Exceptional Customer Service
* Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material service provider service issues, information security, any impacts to account KPIs); develops solid recommendation options for resolution
* Engages key customer contacts to identify areas for improvement
* Creates and shares corrective action plans based on KPI results, surveys, leading indicators with key client contacts
* Utilizes JLL technology tools to identify and create actionable insights to improve service delivery
* Work with other Experience platform resources to identify account opportunities
* Maintains a thorough knowledge of the competitive environment and articulates JLL's value proposition
* Acts with a sense of urgency to address service issues
* Provides continual feedback to team members to improve performance and develop service capabilities

JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, p regnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.