Senior Director, Soft Services

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.    What this job involves: The Senior Program Manager, Mail & Reception ensures success by setting the vision of the team, creating processes and procedures, ensuring all escalations are handled in a timely manner, and managing to KPIs to measure success. You will serve as the key point of contact for the client, requiring strong communication skills, self-starter mentality, and quick problem-solving abilities for success. This role will partner with key vendors who deliver the service and ensure we are staffed and have the necessary resources to provide mail and reception services, ensuring full staffing during hours of operation. You will be a change agent able to hit the ground running in a fast-paced organization and take the programs to a new level by identifying service, communication and process improvement opportunities throughout the programs. You will be responsible for operational performance, achieving SLAs and KPIs as they relate to service deliverables while providing centralized leadership of soft service delivery model and best practices to soft service professionals across the JLL IFM Account business. Your ability to drive innovative solutions in Mailroom and Reception services while fostering a culture of continuous improvement and innovation is essential to success in this role. What your day-to-day will look like: Serve as transformation leader and change agent able to hit the ground running in a fast-paced organization and take programs to a new level Identify service, communication and process improvement opportunities throughout the programs Take responsibility for operational performance, achieving SLAs and KPIs as they relate to service deliverables Provide centralized leadership of soft service delivery model and best practices to soft service professionals across the JLL IFM Account business (Matrix manager) Develop, deliver and implement strategic plan aligning JLL IFM function to key client strategic goals while driving and monitoring progress Drive innovative solutions in Mailroom and Reception services and lead the implementation of best practices and breakthrough innovations Utilize Business Intelligence and Data Analytic tools to uncover hidden value Support development, implementation and delivery of training and coaching plans for program professionals Review current service support models to ensure accuracy and reliability of delivery with particular emphasis on consistency and strategic partnerships Provide daily leadership of all mail services and reception functions across the region, ensuring that all agreed service levels and service standards are met and complied with Maintain frequent contact with key business partners and stay up-to-date with their departmental mail and reception requirements Ensure all Mail Services and Reception teams are appropriately trained to deliver exceptional customer experiences Foster a culture of continuous improvement and innovation by leveraging Business Intelligence, introducing best practices, new tools, process re-engineering, and service delivery efficiencies that enhance occupant satisfaction, wellness, safety, and productivity Oversee the liaison with courier partners to maintain excellence of service delivery Suggest ways to make mail processes and records more effective and efficient Ensure good communication between the mail room and reception teams across buildings Provide regular reporting and updates to executive and program leadership, clients and colleagues, ensuring full understanding of progress, direction and expected results at all times Continuously evaluate and reinvent service capabilities delivered to clients and client employees. Required Qualifications: Minimum 10 years of experience in Facilities Management role or Program Management role Subject Matter Expert managing mailroom and reception services across campus and remote environments Proficient with productivity software, including Microsoft Outlook, Word, Excel, Project, and SharePoint Proven ability to define and execute change strategies Previous experience with cross-functional teams to dive deep and find solutions to complex problems Exceptional communication skills with ability to support cross-functional teams through influence, advice, and modeled behavior versus micromanagement; excellent interpersonal skills; calm under pressure Track record of championing speed, flexibility and frugality in the face of rapid change and extremely heavy workload Proven self-starter with strong organizational skills, capacity to prioritize, set aggressive goals and consistently deliver results Demonstrated ability to think strategically and successfully execute tactics Effective resource management and project management skills Client focus and relationship management with ease of interaction with a wide range and wide level of client staff Ability to manage conflict and balance between client and firm requirements with customer-oriented attitude Excellent planning and organizational skills to prioritize work and meet tight deadlines Proven ability to manage multiple and complex operational matters on a daily basis Capacity to deal with ambiguity and solve complex problems effectively Analytical with proven ability to solve problems using a quantitative approach Proven ability to employ holistic approaches and look at long-term solutions.