Job Title: MAC Specialist

About the Role:
JLL empowers you to shape a brighter way 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 find a place where they belong.

About JLL:
We're JLL. We're a professional services and investment management firm specializing in real estate. As a Fortune 500 company, we help real estate owners, occupiers, and investors achieve their business ambitions.

About the Client:
An American multinational technology company that focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. They aim to create an inclusive workplace where everyone can be their authentic self and celebrate diversity.

Responsibilities:
The MAC Specialist will provide outstanding services in support of Move, Workplace Management, Daily Services (Repair, FMS Management), and Communications. Key responsibilities include:

• Managing direct and indirect staff in onsite MAC services and related programs.
• Service delivery in accordance with a Service Level Agreement (SLA) between JLL and the client.
• Initiating and maintaining a system to measure the quality of performance when needed.
• Preparing internal/external MAC service reports when necessary.
• Developing and maintaining Standard Operating Procedures (SOPs) for MAC services and Workplace Management, ensuring compliance with all SOPs and related controls.
• Serving as a subject matter expert for MAC and Workplace Management.
• Providing emergency/non-emergency response support for MAC-related incidents.
• Driving MAC services initiatives and programs.

Moves:

• Ensuring space readiness at origin and destination spaces.
• Capturing the Voice of Customer (VOC) via customer survey, invoicing, and payments to vendors.
• Responding to user move requests in a timely manner.
• Managing vendor work, quality control, and completion reports for MAC.
• Collaborating with D&C teams and OP/Strategy teams for seamless MAC coordination and construction work experiences.
• Ensuring compliance with government and site building codes and regulations.

Workplace Management:

• Validating onsite space conditions and conducting site audits.
• Managing individual moves and new hire onboarding, customer communication, execution, and FMS updates.
• Working alongside Space Planners and Occupancy Planning teams for seamless relocation experiences.

Communication:

• Educating Point of Contact (POC) on communication experience.
• Collaborating with POC to ensure validity and accuracy of move lists.
• Acting as change ambassadors to guide customers through new space/seating assignments.

Daily Services:

• End-to-end program management, including commissioning preparedness, FMS asset management, terminations, clean-outs, and reporting.
• Intaking and managing daily services requests, including furniture requests, repairs, movement, and ergo requests.
• Achieving accurate understanding of internal and external customer needs to deliver results that surprise and delight.
• Utilizing efficient tools and processes to act on behalf of the client to resolve problems and minimize impacts to operations.
• Setting measurable goals, evaluating results, and continuously striving to improve the Move experience.
• Practicing self-inspection and soliciting feedback from stakeholders and listening to the Voice of Customers.
• Prioritizing the health and safety of clients, customers, and move vendors, making decisions that land on the side of safety.
• Representing the best long-term value for the client through MAC processes and decisions.

Candidate Specification: Key Selection Criteria:
Experience:

• 3-5 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.

Location: On-site - Tokyo, Japan

Job Tags: GREF

Estimated Salary: $60,000 - $80,000 per annum

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