Duties & responsibilities
Accountabilities & Service Delivery
Comply with all requirements of the contract and meet or exceed Key Performance Indicators (KPIs).
Drive a service excellence culture within the delivery and operational management teams.
Create an environment within the team that drives continuous improvement and innovation.
Ensure the processes and procedures within the account (be they client or JLL owned) are monitored and updated as per the Master Services Agreement (MSA)
Work in conjunction with the Country Head of IFM Operations to develop a strategic business plan for the delivery of the services and be responsible for the delivery of that plan as required.
Ensure the integrity of the data within the various systems being used to manage the account, including MI and maintenance of system drawings. Escalate any issues as appropriate.
Ensure all contractual and ad-hoc reports are delivered on time
Ensure contractors and their staff are on/off boarded and inducted appropriately and that all permitting and working requirements are adhered to. Ensure that contractor staff at all times meet the standards and expectations of the Client and JLL
Monitor Planned Preventive Maintenance plan in conjunction with local laws, regulations, and standards. Regularly engage with the Account’s Engineering and JLL’s EOS team to ensure that schedules are compliant as per the above.
Ensure minor repairs & works are supervised appropriately and that services are delivered on time, in a safe manner, and within budget
Ensure participation in any planned or unplanned power shutdowns & ISTs and support the engineering team as required
Ensure participation in any planned or unplanned building evacuation and ensure the BCP is up to date and enacted. Act as the Fire Safety Manager as required
Ensure all safety procedures, including Crisis Management and Emergency Procedures, are maintained at all times.
Support the Moves, Adds and Changes (MAC) team to ensure that space planning and churn activities are undertaken as per the MSA and client demand.
Be responsible for relevant portfolio’s agreed financial targets including revenue, expenses, debtor and savings targets, and keeping within the GMP price, including raising all relevant Change Requests.
Be responsible for the delivery and expenditure of the supply chain and accountable of the quality of services delivered.
Participate, set the budgets for the delivery of services, and ensure compliance to those budgets.
Participate in regular reforecasting activities.
Ensure all financial reports are accurate and timely as per the agreed timeline set out under the agreement. Ensure costs are managed within appropriate budgets
Ensure all client billing is completed as per the required timeline and follow-up outstanding amounts to ensure collection within contract terms
Ensure the supply chain is paid as per payment terms within the individual agreements.
Be responsible for monitoring and managing the IPMPs of the subordinate staff. Ensure each member of staff within the team has a personal development plan and it is reviewed on a 6 monthly basis.
Be responsible for the structure of the team and manage any recruitment or performance management issues in-line with JLL processes and procedures
Provide support for succession planning to direct reports
Engage in the remuneration process at required intervals as dictated by the JLL business
Drive a risk conscious culture within the team and ensure that all works meet local and JLL standards for risk identification and mitigation.
Ensure compliance with all Health, Safety, Environment and Risk Management policies and procedures.
Ensure all incidents are reported as per the Bank’s and JLL internal reporting procedures
Ensure that a suitable emergency escalation process is in place and that emergency call-out & rectification services are conducted swiftly and efficiently. Ensure communications are reported and escalated both within JLL and the client organization
Actively encourage an environment that supports openness, teamwork, collaboration, performance excellence and personal success.
Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors
Gains respect of senior leaders in the Bank
Gains respect of JLL people and clients.
To achieve excellence by providing outstanding client service.
Leading, monitoring and controlling assigned portfolio activity with a focus on building operations, service contracts, risk, financial and team management.
Be the single point of contact for assigned portfolio for the CRE Head and support regional initiatives by driving implementation and delivery.
Assist in providing comprehensive facility, contract and procurement management services to the client;
Contribute to achieving financial and other targets established by the Account Management;
Achieve Key Performance Indicators and Service Level Agreements targets.
Acts as a role model for Jones Lang LaSalle by behaving consistently with cultural requirements, participating in company activities.
Acts as ambassador and lead by example regarding JLL Code of Ethics.
Strongly goal-oriented to meet all performance targets.
Sets objectives and measurable goals and motivates others to achieve them.
Excellent people skills and ability to interact with a wide range of client staff and demands;
Knowledge of Occupational Safety requirements;
Strong PC literacy and proven ability to manage daily activities using various systems;
Demonstrated experience with continuous improvement initiatives highly desirable;
Demonstrated experience with client reporting and preparation of reports required.
Works with the Client CRE team, Client Business Units and vendors to deliver superior service.
Searches out improvement opportunities and empowers the team to implement them.
Coaches and develops staff and provides regular feedback and guidance.
Sets stretch targets for self and others. Rigorously monitors and manages individual and team performance.
Is able to make tough decisions that resolve problems or improves operations.
Actively searches out opportunities to achieve best results.
Promotes open, constructive and collaborative relations with the Client at all levels.
Regularly communicates vision, strategy, plans and performance in a clear and motivational manner
Listens effectively and communicates through actions and example.
A tertiary qualification in Building / Facilities Management, Business Administration or related subject preferred, with a minimum of 7 to 10 years’ experience in Facility, Property or related field, ideally with a Finance Sector Client.
Proven ability to function effectively as part of a team
Proven ability to initiate and follow through with improvement initiatives.
Strong analytical, organization and presentation skills.
Strong finance management
Excellent computer skills including Microsoft suite of products essential.