Workplace Experience Manager

About JLL
- We're JLL—a leading professional services and investment management firm specializing in real estate.
We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions.
As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility.
That's why we're committed to our purpose to shape the future of real estate for a better world.
We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future.
And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
**Job Purpose**:
The Workplace Experience Manager manages the day-to-day soft services delivery in the assigned properties / facilities and serves as point of contact for client in terms of the occupant´s experience.
The role assumes responsibility for sites budgets, accounting, and finance, contracting and the implementation of customer experience programs related.
WEM should take the lead in the development and implementation, facilitation and measurement of programs related to service enhancement at local level.
Is responsible for continuously advocating the customer perspective and execution of client services strategies and programs.
This position is required to understand how to target multiple audiences internal to Microsoft.
Overall responsible for soft services at multiple sites in compliance with applicable SOW´s.
**Key Responsibilities and Accountabilities**:
These responsibilities and accountabilities ensure compliance with approved SOPs for each service provided.
If IFM member identifies discrepancies between SOP implementation and coherent applicability, must escalate issue to update or implement local variances in SOP.
**Volume 1**: Account Management
SOWs associated
Responsibilities and accountabilities
Governance & General Management
Ensure all work stated in the Master Service Agreement (MSA) is completed in compliance with all governing laws, codes and regulations and in full compliance with MS processes, policies and procedures by all parties executing services on behalf of MS.
Support Facility Manager to develop and execute the annual Site Operations Plan in alignment with the Regional Strategic Plan.
This shall include the local priorities, projects, execution timeframe and deliverables.
Participate and be engaged with IFM meeting cadence (operational, strategic, and best practice forums).
Provide visibility of opportunities in processes and programs for improvements.
Reporting
Provide financial and execution reporting on a monthly, quarterly and annual basis, for the Employee Services accounts.
Ensure information reported is accurate with MS systems information.
Advise of any data issues to address data accuracy.
Sourcing, Procurement and Supplier Performance
Work in collaboration and in alignment with the IFM Sourcing Regional team to:
Source, select, and contract Tier Two and Tier Three Providers.
Support the onboarding and training plan for Tier Two and Tier Three Providers as may be required.
Annually support a rolling two-year Tier Two Provider sourcing and savings plan.
Ensure Tier2 vendor´s invoices are submitted for payment and are appropriate and consistent with MS expenditure authorization limits.
Workplace Experience Leads will work directly with service providers on this topic.
Measure and track vendor performance against pre-defined set of success criteria and contract obligations utilizing metrics and KPIs where applicable.
Support Workplace Experience Lead to manage T2 vendor relationship to ensure the adequate service delivery.
Financial Management
Work in collaboration and alignment with the IFM Finance Regional team to:
Support Facility Manager to develop site and country budgets and forecast according to regional ROB and MS RE&F financial processes.
Follow control processes to track expenses and report against budget, forecast or other targets.
Ensure Workplace Experience Leads to maintain, and report on all site related PO accruals as required in timely manner.
Ensure Workplace Experience Leads to manage all expenses to conclusion and are supported by a Purchase Order.
Ensure contractually correct and timely payment of Tier Two Provider invoices/invoice processing (per agreed term) submitted to MS Accounts Payable.
Innovation, Benchmarking,