Facilities Soft Services Lead in Chandler, AZ at JLL

Date Posted: 8/11/2018

Job Snapshot

Job Description

The Soft Service Lead will monitor, maintain, and improve work processes and outcomes for the Building Services Team.  These work processes include: cleaning/custodial, landscaping, solid waste/recycling management, pest control, work space moves-additions-changes (MAC), and customer special events.  The Soft Services Lead will strive to deliver world class levels of service based on customer needs, assist with lowering cost of delivery, and work with JLL and customer suppliers to deliver JLL services as an integrated team.  The Soft Services Lead will strive to dramatically enhancing the customer experience.


Summary:

The Soft Service Lead will monitor, maintain, and improve work processes and outcomes for the Building Services Team.  These work processes include: cleaning/custodial, landscaping, solid waste/recycling management, pest control, work space moves-additions-changes (MAC), and customer special events.  The Soft Services Lead will strive to deliver world class levels of service based on customer needs, assist with lowering cost of delivery, and work with JLL and customer suppliers to deliver JLL services as an integrated team.  The Soft Services Lead will strive to dramatically enhancing the customer experience.


Responsibilities:

  • Follow and advocate JLL and client Safety improvement programs and activities.
  • Direct the effective implementation of Quality Assurance Programs and drive efforts to achieve maximum score on metrics and contract Service Level Agreements.
  • Serve as “Site Owner” for assigned service provider vendors.  Oversee JLL vendors to deliver their services, improve their performance and cost of delivery.
  • Function as key liaison of client relationship and successfully interact with client at all levels.
  • Interact and assist Building Management Technicians in planning and work execution.
  • Be primary contact and “doer” for Building Services, MAC, and site work planning activities.
  • Develop written Standard Work Plans for routine activities, and assist in the preparation of Job Plans for non-routine tasks performed by the Chandler Building Services
  • Prepare and conduct training for Building Services Team
  • Establish and maintain positive and effective relationships with client.
  • Create work priorities, assign deliverables, and resolve issues with Building Services, temporary help, project teams, and vendor personnel to assure client satisfaction.
  • Conduct building audits daily, weekly, monthly.  Input work orders for any noted deficiencies.

Knowledge and Personal skills:

The Soft Services Lead must have knowledge of industry standards for service procurement practices, contract management and cost control, and preferably best practices.  Success will involve working as part of an integrated team as well as individual contributor.  It is essential that the Soft Services Lead have the ability to successfully lead multiple projects simultaneously with demanding schedules and time pressures.  The personal ability to be flexible and positive when faced with changing or conflicting priorities is essential.  Must always present a confident, helpful, supporting, and constructive face in client interactions.


  • Exceptional organization, planning, and execution abilities.  Good judgement - decision making.
  • Active learning - understands the implications of new information for both current and future problem-solving and decision-making
  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, and meeting quality standards for customer satisfaction
  • Critical thinking, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Ability to accurately perform arithmetic and mathematical analysis of performance metrics, identify trends, and make sound data based decisions and recommendations.
  • Capability to work effectively with JLL Corporate Sourcing, Finance, Legal, and Soft Services.
  • Excellent interpersonal skills and proficiency driving immediate and sustained benefits to client.
  • Strong attention to detail, including reviewing documents for completeness and accuracy.
  • Ability to do complex problem solving, identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Capable of working independently and exhibit effective time management skills
  • Willingness and ability to work overtime when needed for business purposes, or to be called-in to work in the event of emergency or business needs.
  • Excellent communication skills, both oral and written.
  • Personal attributes should include honesty, trustworthiness, respect for others, flexibility, and sound workplace ethics in a diverse environment.

Qualifications

  • A High School diploma or GED is required.  A degree from a community college, college, or university is highly preferred.
  • Two to five years’ experience managing service contracts including custodial and building maintenance is required.  Experience with large and complex facilities is preferred.
  • Must have strong background in people and skills, and supplier performance management.
  • Full competence with personal computer skills, large scale data bases, MS Outlook, Word, Excel, and MS PowerPoint applications.  Experience with MS Visio, and Project are preferred.

Physical Requirements:

Whilst this position in typically conducted in an office environment, the Soft Service Lead may spend extended periods of time working outside in all-weather conditions.  While performing the essential functions of this job the employee is regularly required to stand, walk, use hands to handle, feel, or reach with hands or arms, stoop, kneel, crouch, or crawl.  The ability to drive a golf cart is required.


This job description does not encompass all known and foreseeable responsibilities and tasks of the position.  Duties will include any and all other directions of supervision that can safely be performed by the incumbent.



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, pregnancy 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.

For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy at
https://jll2.sharepoint.com/CorporatePolicies/HR%20Policies/Equal%20Employment%20Opportunity%20and%20Affirmative%20Action.pdf.  

If you have questions about careers at JLL or are disabled and require further assistance in applying for a position, please contact us at careers@am.jll.com