Job Description & How to Apply Below
We are looking for a Regional Asia-Pacific Lead for our HSBC Global Resource Booking Team.
Account Overview
Jones Lang LaSalle is engaged to provide IFM services across HSBC's 41m square foot portfolio spanning 45 countries in 3 Regions (Americas, APAC and EMEA). The HSBC contract represents JLL's largest facility management assignment in terms of both square feet and fees earned.
The HSBC Resource Booking System is a global solution offered by Corporate Services to support and help internal employees book resources such as meeting rooms, desks and floor-passes, parking spaces, registering visitors and facilitates the provision of meeting room catering requirements. The current global system is provided by an external vendor JCI Open Blue Employee. The solution provides a web portal, Mapview (for floorplan bookings), an Outlook Plug-in, hardware (panels), a mobile app and integrations to other systems.
It's an exciting time for Resource Booking with new emerging technologies, workplaces adopting new ways of working and an overarching requirement to deliver the best interfaces and functionality for our internal customers.
Role Purpose
Working closely with a small team of a Global Lead (UK based), Regional Leads (India, UK & US based) and Regional Administrators (Hong Kong SAR and India based), the successful candidate will deliver BAU support in terms of managing a work queue to resolve customer enquiries and keeping the system updated with changes or new requirements.
The candidate will become a system SME, and will replicate and troubleshoot customer issues, raising tickets directly to the vendor where extra support and guidance is needed.
The candidate will take direction from the Regional Leads to deliver workload and projects. They will also support with testing and delivering training to end users.
The ideal candidate will be technically minded, with a strong customer focus.
They will be required to work at pace, to resolve a high number of BAU requests, to deliver system updates in line with Moves & Changes and to support with projects and new initiatives.
Teamwork is essential and it's important that the candidate can integrate into the existing team to share best practice and knowledge and work with others on the account to strengthen our existing JLL community.
The role will be based in India (in either Bangalore or Hyderabad) and will officially report directly to the Global Lead based in the UK. Although day to day management of tasks and support will be provided by the Regional Lead. There will be flexibility to work from both an office location and from home. Occasional weekend working may be required during system outages or upgrades.
What this job involves:
Major responsibilities:
Manage the Resource Booking work queue (via existing Outlook inbox or via a future queue management tool)
Responding to customer enquiries empathetically and professionally within agreed SLAs
Replicate and troubleshoot customer issues and escalate to Tier 2 support (vendor) as needed
Build and amend system resources via Admin modules
Manage user access requests
Panel troubleshooting
Deliver guidance and training to employees
Implement new rollouts/initiatives under Regional Lead direction
Desirable Knowledge & Capabilities:
Technical mindset with the ability to quickly understand the vendor system and engage with the vendor for troubleshooting. Existing knowledge of JCI Open Blue Employee would be beneficial, but not essential
Ability to capture business requirements and translate them into system solutions
Good communication skills (verbal and written). Responding to customer emails with empathy and professionalism, with the confidence to pick up the phone to the customer to discuss their issue
Experience of delivering training to end users
Proactivity – offering to support other Administrators and Regional Leads – working as a team to deliver
Passionate about providing exceptional and memorable customer experiences at every interaction
Team-building - Key stakeholder, collaborators and RBS Team are geographically dispersed. Ability to create team ethos across virtual teams is critical
Data Accuracy & Reporting – ability to…
Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
Search for further Jobs Here:
×