Senior Experience Ambassador

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam JLL Full time
JLL supports the Whole You, personally and professionally.

Job Summary/Goals

The Ambassador's primary goal is to provide a more personal and enhanced level of service at every touch point within the workplace.

The Ambassadors shall champion flexible working and educating staff on its benefits, whilst helping to guide staff to get the most out of their workplace.

Improving productivity (proactive workplace management) through the convergence of facility services, technology, and workplace, thus creating the employee experience.


This opportunity is suited for a customer experience focused talent looking to progress their career in a fast-paced corporate environment.

Key Responsibilities

Workplace Engagement:

Lead employee engagement at all levels as main point of contact for all staff in workplace
Be point of contact for all workplace related questions
Act as a workplace community liaison to bring together teams, support and promote internal events/clubs and build the community.

Engagement meetings are hosted by the Ambassador to prompt proactive feedback about the workplace and enhance the overall workplace experience.

Provide feedback and suggestions raised by the staff to the corporate real estate team and workplace team.
Arrange and meet regularly with the Client within their area to ensure that needs are being met and liaise with other key business department managers

Proactive workplace management:

Mitigation of workplace challenges and prepare proactive solutions to improve productivity amongst the workplace.

Conduct daily floor walks to ensure space readiness; all desks able to reserve able as well as offices are clear and equipment is working and conference room furniture & equipment is accounted for and working.

Monitor space utilisation on a day to day basis. Proactively identify low and high usage areas and let Occupancy Planning know of any challenges or opportunities that exist
Review neighbourhoods sizes, work patterns (e.g. how busy neighbourhoods and floors are on different days/times) and whether work settings are being used for their intended purposes or not and providing feedback where necessary to CRE
Help support & coordinate Workplace initiatives; including any communications campaigns or local clear desk sweeps where necessary
Liaise with the Workplace and project teams for periodical reviews of fixed desks requirements (e.g. is the desk still required as 'fixed' or can it be used as a shared desk)
Identify areas of improvement in delivery of the services and processes and implement change as required.
Understand and observe workplace utilization and prepare recommendations for improvement and increase productivity

Work closely with their counterparts to ensure a consistent level of service delivery across the company and meet regularly with facilities site teams to ensure a combined approach in delivering the services to our Client.

Together with the company's environmental team to raise awareness and ensure optimum recycling for site/HSBC business area and/or neighbourhood.
Health & Safety Champion, encouraging a Safety workplace culture for the team and Clients

Workplace etiquette:

Championing flexible workplace ways of working and provide support to employees on tools (e.g. Resource booking, onsite AV equipment) and processes, introducing and reinforcing protocols & etiquette, being visible and available to the employees to answer questions & provide information about the work environment.
Ensure workplace and relevant equipment / technology is in perfect working order, else liaise with facilities services
Encourage ownership of issues with shared desk/space by supporting and guiding users with issues to the right direction (e.g. IT or facilities helpdesk).
In coordination with Security and the business; manage the locker process & ongoing distribution post implementation.

Additional

Responsibilities:

Educate employees on how to get the most of their space & provide central reports on how it is being used including intervention measures taken to assist
Provide a level of 'on the ground' support on things like desk utilization (to support Occupancy Planning and Workplace)
Monitor space utilisation on a day to day basis. Proactively identifying low and high usage areas and let Occupancy Planning know of any challenges or opportunities that exist.
Become an advocate for workplace change and help foster a culture of understanding.
Trustworthy source of information, support and advice. Analyze work orders by area to identify and resolve issues proactively
Review neighbourhoods sizes, work patterns (e.g. how busy neighbourhoods and floors are on different days/times) and whether work settings are being used for their intended purposes or not and providing feedback where necessary to CRE
Key Performance Measures
Compliance with service provision as detailed in the contract.
Compliance with the Environmental, Health and Safety responsibilities.
High Cust

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