Deputy Workplace Experience Lead

Overall Role:

• Responsible for creating a customer-centric experience for occupants and guests within the workspace.
• Act as the main point of contact for daily workspace needs and provide guidance on workspace-related issues.
• Interface with the JPMC Global Real Estate (GRE) team regarding workspace activities at the site level.
• Drive consistent implementation and delivery of workspace services through nudge behaviors.
• Provide expert advice on space needs and options in alignment with workspace standards.

Major Responsibilities:

Transforming the Workspace Team:

• Create occupant delight through hospitality-oriented communication.
• Serve as a trusted point of contact for workspace-related inquiries.
• Possess in-depth knowledge of the workspace and surrounding areas.
• Respond to issues and adjust the space as needed for optimal functionality.
• Act as a basic counsel regarding space needs and changes.
• Foster proactive, dynamic, and agile team engagement.
• Build and maintain relationships with client business units and the neighborhood community.
• Escalate issues to management and continuously improve service delivery based on feedback.

Client/Stakeholder Management:

• Assist workspace experience manager in developing and managing client relationships.
• Ensure that service levels meet or exceed expectations and Key Performance Indicators (KPIs).
• Collect and act on feedback from end-users to improve service quality.
• Regularly report any concerns or recurring patterns in feedback to the workspace experience manager.

Leadership/Staff Management:

• Encourage teamwork, performance excellence, and personal success.
• Proactively manage and develop the team through performance assessments, training, and workload management.
• Develop a succession plan for key team members and on-site vendors.

Operations Management:

• Establish and maintain proactive relationships with clients to ensure high-quality service delivery.
• Ensure all service requests are handled within SLAs and KPIs.
• Periodically review reports and feedback to identify trends and make improvements.
• Plan and execute employee engagement events aligned with client expectations.
• Address facilities issues promptly and escalate when necessary.
• Conduct floor inspections to ensure cleanliness and maintenance standards are met.
• Liaise with all departments to ensure timely delivery of services.
• Ensure operational processes are simplified and accurate for consistent service delivery.
• Align operations with financial processes and ensure proper financial management.
• Ensure compliance with health, safety, environment, and risk management policies.

Continuous Improvement:

• Implement client-specific initiatives such as technology rollouts and benchmarking.
• Conduct data analysis reports when necessary.
• Oversee office premises and hospitality services.
• Participate in ad-hoc projects and other duties as assigned.

Candidate Specification:

Ideal Experience:

• 8+ years of experience in hospitality, hotel, aviation industry, or coworking spaces.
• Proven track record of initiating and implementing improvement initiatives to create efficiencies.
• Able to adapt in a fast-paced, changing environment and meet client needs.
• Strong analytical, organizational, and administration skills.
• Proficient in MS Office Suite.
• A Bachelor's degree or equivalent in Hotel Management, Business, or a related field is an added benefit.
• Excellent verbal and written communication skills.
• Experience in leading and managing a young millennial team.

Critical Competencies for Success:

Client Focus & Relationship Management:

• Demonstrates a proactive and professional approach to customer service.
• Ability to interact with clients at all levels, including senior management.
• Excellent conflict management skills.

People Management and Team Leadership:

• Ability to lead and train a team effectively, promoting collaboration and open communication.

Program Management & Organizational Skills:

• Excellent planning and organizational skills to prioritize tasks and meet deadlines.
• Proven ability to manage multiple operational matters on a daily basis.

Problem Solving & Strategic Thinking:

• Ability to handle ambiguity and solve complex problems.
• Analytical and quantitative approach to problem-solving.
• Ability to develop long-term solutions for recurring issues.

Other Personal Characteristics:

• A natural communicator who enjoys engaging with diverse teams and stakeholders.
• Creative, self-motivated, and confident with a strong sense of honesty and trustworthiness.
• Open-minded, willing to challenge the status quo, and embrace new ideas.
• Able to work effectively with teams from diverse countries and cultures.

If you meet these qualifications and are looking for a dynamic, customer-oriented role with opportunities for professional growth, we encourage you to apply!