【WDAM】MAC （Move, Add, Change) Lead @Global e-commerce Compauny

English follows.

Responsibilities

職責

The candidate will be experienced in providing outstanding services in support of Move, Workplace Management, Daily Services (Repair, FMS Management) and Communications proactively monitoring and managing onsite Client account activities. Effective in managing direct and indirect reports, you will guide individuals to support Client engineering requirements. Part of a diverse and multi-talented team of Engineers, you will be a role model of integrity and accountability while maintaining a sense of fun in a fast-paced environment. Authenticity and a genuine desire to deliver professional, value-focused services exceeding Client expectations will drive your success.

Major Responsibilities

• Management of direct / indirect staff in the performance of onsite MAC services and related programs.
• Service delivery in accordance with a Service Level Agreement (SLA) between JLL and Client.
• Initiate and maintain a system to measure the quality of performance when needed.
• Preparation of internal / external MAC service reports when necessary.
• Develop and maintain Standard Operating Procedures (SOPs) for MAC services and Workplace Management.Compliance with all SOPs and related controls.
• Subject matter expert for MAC and Workplace Management.
• Provide emergency / non-emergency response support for MAC related incidents, including incident reporting, status updates, trouble shooting, root cause analysis and resolution to client satisfaction.
• Responsible for driving MAC services initiatives and programs.
  
  

Moves

• Ensure space readiness at origin, and destination spaces.
• Capture the Voice of Customer (VOC) via customer survey, as well as invoicing, and payments to our vendors.
• Response to user’s move request with timely manner.
• Responsible for vendor management, construction work, quality control and completion report on MAC.
• Work with D&C team and PMO team to ensure a seamless MAC coordination and construction work experience.
• Ensure Compliance with government and site building codes and regulation.
• Act as a point of escalation, liaising with Lead Facility Manager and JLL Country leads to resolve matters in relation to project stress
• Act as the Client’s single point of contact in the region for strategy, implementation and escalation for capital works, blending client’s specific requirements with local business needs.
  
  

Workplace Management

• Responsible for headcount validation, customer engagement, support allocations and seat planning.
• Validate onsite space conditions, conduct site audits.
• Manage all individual moves, and new hire onboarding, customer communication, execution and FMS updates.
• Work alongside Space Planner and Occupancy Planning team to ensure seamless relocation experience.
  
  

Communication

• Educate Point of Contact (POC) on communication experience.
• Collaborate with POC to ensure validity, and accuracy of the move lists.
• Act as change lead to guide our customer through their new space/seating assignment.
  
  

Daily Services

• End to end Program Management including: commissioning preparedness, FMS asset management, terminations, clean outs, reporting.
• Intake, and manage all daily services requests including: all approved furniture requests, repairs, movement and ergo requests.
• We seek to accurately understand the needs of internal, and external customers, and partners to deliver results from each move that surprise and delight.
• Move Manager utilizes efficient tools and processes and empowered to act on be half of our client to resolve the problems, and minimize impacts to operations.
• We set measurable goals, evaluate our results and continuously strive to improve the Move experience.
• We practice self-inspection, and solicit feedback from a broad group of stakeholders, and listen to the voice of customers.
• The health and safety of our client, our customers and move vendors are paramount. When weighing decisions, we always land on the side of safety.
• Our MAC processes, and decisions represent the best long-term value for client.
  
  

Team Management

• Manage Multiple teams. Responsible for their safety, engagement and development. Onboards and mentors team members.
• Attracts the right talent, continuously raising the hiring bar. Owns feedback and action for people engagement.
• Sets and cascades goals for the team and conducts periodic people performance review during 1:1.
• Establishes expectations on leadership behaviour from the team. Effectively coaches direct reports to develop the talent.
• Understands team’s performance bar and holds team members accountable. Coaches and provide feedback. Manage their performance improvement plan when necessary.
  
  

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Experience

• At least 7 years plus experience in facilities management, MAC coordination and project management.
• Excellent people skills and ability to interact with a wide range of client and vendor staff.
• Experience in continuous improvement initiatives, client communication and reports.
  
  

The person we need will be:

• Confident, clear and comfortable in communicating with Good presentation skills
• Self-motivated; confident & energetic
• Ability to work across multiple, matrix reporting environments and prioritize activities accordingly
• Ability to effectively deal with stressful situations
• Flexible – able to adapt to rapidly changing situations
• Strongly goal-oriented – able to focus on meeting all performance targets
• Team player – able to cooperate and work well with others to meet targets