Assistant Facility Manager - Soft Service

JLL empowers you to shape a brighter way.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Essential duties and responsibilities

Client relationship

• Strive to “delight” the client in all aspects of service delivery.
• Interact on a regular basis with the appropriate client operation leads and people experience to discuss ongoing service delivery and forward planning.
• Address complaints, manage client communications and solve problems.
• Proactively prevent and resolve issues in a service-oriented manner.
• Work with client and manager to develop and implement improved or new processes that improve service to the client and/or reduce cost.

Site operations management, business continuity and compliance

• Deliver services with a focus on facilities soft services as defined in the relevant schedules of the annual regional and country master plan, ensuring the implementation and compliance, KPIs and savings targets with best practice procedures.
• Perform daily and periodic property inspections and review vendor services.
• Ensure no outages or business disruption due to soft services operation.
• Report critical and key performance measurements and achieve targets. Complete all required audits - monthly, quarterly, annual reporting and management reports as required.
• Support fixed assets management required activities from service delivery perspective to participating in physical inventory checks to disposals, with approvals from site facilities manager.
• Prepare and maintain all property administrative procedures, records, etc., in accordance with company and industry standard policy, in particular, property emergency procedures, vendor assignment instructions, service records, log books, etc.
• Prepare and follow-up on action plans resulting from assessments and/or audits and ensure necessary funds are incorporated into budget-planning as well as participating and contributing to 3-yearly capital planning process.
• Participate in out-of-hours, stand-by and call out procedures as required.
• Ensure adherence and 100% compliance to client’s KPIs and SLAs, assist all contractor staff on site and authorized persons on operational matters.
• Understand all aspects of any lease/licenses that may impact the operation of the property.
• Keep site facilities manager informed of all activities and especially events that will impact the client. Assist SFM on ad hoc duties for the effective facilities management of the sites.
• Work in collaboration with all peer operation managers (be active part of knowledge transfer within and across accounts policies).
• Become a subject-matter-expert in at least one technical area to support colleagues both on account and across EMEA with the specific.

Dining services

• Overall management of service contractual agreements and smooth operation. Escalation to vendor management, if issues take place.
• Manage dining services including: ensuring timely delivery of meals with no delays, regular and periodical meal and service inspections and analysis, ensure enough meal quantities delivered, quality of food is up to agreed levels, no transaction issues (i.e. employee payments for meals are accordingly menu pricelist).
• Kitchen and serving audits: making sure the vendors comply with health and food safety regulations.
• Participate in JLL HSE audit to vendors’ service and kitchen.

Health and safety management

• Ensure that the site meets all legal, regulatory and client’s required HS&E regulations all through assigned services and tasks.
• Support site O&M HSE action plans.
• Ensure contractors adhere to and provide needed match to HSE scope and reporting.
• Ensure that all JLL staff are working in compliance with HS&E regulations.
• Carry out supervisory responsibilities in accordance with client/JLL policies and applicable laws, particularly EH&S.

Contracts management

• Ensure that all contracts at the site are delivering the required service at the correct cost.
• Develop and monitor performance of local service providers.
• Support work with regional and global sourcing to implement regional/global sourcing strategies.

Finance and asset management

• Support that the site meets all financial targets and control requirements.
• Provide standard monthly, quarterly, annual reporting and management reports as required.
• Support review of property expenditures within budget; prepare variance analysis on a monthly basis. Lead and report.

People management

• Provide leadership within site FM team.
• Mentor and enable training and development of team members under line management.
• Participate and help develop an environment conducive to good teamwork and cooperation among colleagues.
• Direct a team of soft services during the execution of daily services and when interventions are required.
• Plan, assign and direct work of facilities staff and contractors providing services at the property.

JLL language

• You enjoy and excel at working in a fast-paced environment.
• You are a detail-oriented person who is able to deliver results timely and to the highest quality.
• You feel empowered to create memorable human experiences for the client, the internal JLL team, and the account’s One Team while upholding safety standards.
• You are a passionate expert that embodies the JLL Human Experience culture of being an early adopter and turning problems into opportunities while having the flexibility to think outside of the box.
• You are a role model with uncompromising standards who works as a collaborative team player, communicates professionally, and demonstrates accountability.
• You are open to new and innovative ideas, and you focus on continuous improvement and delighting the customer.
• At JLL you are expected to think “we”. Everyone in the organization is part of the team!
• You are a proactive, empathetic leader who brings a positive attitude to the workplace each day.
• You are a change agent who lives JLL’s core values, including ethics, teamwork and excellence.
• Working with and for people is your passion!

Key performance measures

• Leadership, soft skills, PC skills.
• Higher education in relevant field of business and project management.

Skills

• Excellent inter-personal, sound written and oral communication skills.
• Demonstrated ability to manage multiple and complex operational matters daily.
• Organization and management skills.
• Capacity to deal with ambiguity and address complex problems.
• Ability to hold vendors and partners accountable to their deliverables.
• Awareness and experience in technical, engineering or building management knowledge is a plus.
• Excellent PC skills (MS Office), tech-savvy who has worked on applications, solutions and CAFM/CMMS.
• Fluent verbal and written English and Arabic.
• An elaborate communicator who is able to tailor messages, analyze, present and share data presentation and reporting.

Competencies

• Desire: The candidate must have a good desire to provide service excellence.
• Vision: The candidate must have the ability to visualize the long-term plan for delivering service excellence.
• Leadership: The candidate must have reasonably good leadership traits of visualization, direction and effectiveness to provide service excellence.
• Specialised knowledge: The candidate must have the necessary technical and managerial competence to ensure service excellence from subordinates and contractors.
• Problem solving: The candidate should demonstrate the skills to analyze problems and find innovative sustainable solutions to meet business needs.
• Innovation: The candidate must be able to continuously develop service excellence and subordinates by thinking creatively and being able to put into action innovatively.
• Organised planning: The candidate must have the necessary skills to set goals, objectives and key tasks and provide the necessary monitoring and control to ensure service excellence from contractors.
• Decisive: The candidate must have a reasonable decision-making process which brings about quick decisive responses and action.
• Persistence: The candidate must have definiteness of purpose, desire, self-reliance, knowledge, co-operation and will power in a changing environment, which requires new work habits to be developed.
• Communication: The candidate must have excellent inter-personal and communication skills. Fluent in English and local language.

Experience

• Relevant experience in facilities management, project management is a plus.
• Relevant experience with HSE and hard services.
• Excellent experience in customer service and hospitality.
• Relevant experience in soft services, asset management, dining, working towards service KPIs.

Qualifications

All of the above.

Location

On-site – Cairo, EGY

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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