Senior Facilities Manager
Remote type: On-site
Location: London, GBR
Time type: Full time
Posted on: Posted Yesterday
Job requisition id: REQ416969
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Our people at JLL and JLL Technologies 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.
JLL is recruiting an exceptional Senior Facilities Manager to oversee operations at the esteemed Merchant Square Estate, along with General Manager responsibilities at 1 Kingdom Street, London. This pivotal role offers a unique chance to lead and elevate the facilities management of premier commercial properties in one of London's most dynamic business districts.
This role will be at the forefront of delivering top-tier operational and customer-related services to the building and its occupants, providing leadership to ensure that all facilities services align with JLL's best practice standards, setting a benchmark for excellence in the industry.
As JLL's and the building owners' 'Ambassador,' this role will play a vital role in maintaining and enhancing the property's status as a best-in-class workplace, creating strong relationships with senior tenant representatives and building owners will be key to success in this high-profile role.
Leading an on-site FM team, this role will be responsible for managing key client and occupier issues while collaborating closely with JLL's property managers, surveying executives, and client accountants. This multifaceted role offers an exciting opportunity to make a significant impact in a prestigious London location.
Key Responsibilities and Deliverables
Client Service
* To understand the Client's objective and instructions in relation to the property and instruction.
* To assist in Client reporting concerning all on-site operational issues and customer relations.
* Act as lead for the client in all matters relating to the operation at the property to establish and enhance brand image.
* To have strategic oversight over the instructions.
Customer Experience
* Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community.
* Regularly meet with the building occupier's representatives to fully understand their wants and needs within the property.
* Manage the buildings on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs.
* Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction.
Operations Management
* Lead, develop and inspire the on-site FM team (both directly employed and sub-contracted) to deliver high standards of service at the property.
* Ensure KPIs are met and service excellence is delivered throughout all areas of on-site operations.
* To be responsible for the implementation of agreed best practice in accordance with JLL's Facilities Management Best Practice policies in the following areas: accounting service charge financial management practice, information/communications, procurement, operations, repair & maintenance, socially responsible management, customer focus experience and human resources (training and development) ensuring:
o standard systems and procedures
o customer service delivery
o standard documents and templates
o audit and inspection
o reduction of risk
o consistent high standards of service delivery (and their measurement)
o improved reporting to clients
* To ensure readiness for sale dealing with due diligence enquiries on disposal and lettings from a facilities operations perspective.
* Create an 'ambassadorial' role with the customer (occupier) representatives, the Paddington Central Estates Team and in local industry business groups, Local Authority and community/civic stakeholder meetings including representing the property at local BIDs meetings and any other relevant association meetings.
* Inform the Property Manager of any occupier matters that may influence valuation/investment considerations including assistance in monitoring Tenant's occupiers' compliance with covenants.
* In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, is delivered to JLL accounting practices. To include the administration of non-recoverable budgets.
* To understand the principal terms of occupier's leases as they affect the facilities property management of the property building and the Client's obligations to provide services including clarity on the extent of the common areas.
* Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL's PAM procurement policy to ensure the highest standards for the best value. This will include the use of accredited Contractors only, usually based on framework agreements, and JLL's purchase ordering systems. Monitor contractor performance against agreed standards. Review service contracts as appropriate.
* Ensure high quality health and safety practices are maintained, in accordance with best practice guidelines from central support under the JLL's risk management programme.
* Ensure all risks identified in the independent Risk Assessment are properly addressed and to review risks as part of JLL's audit process and Site Compliance inspections.
* To work with other appropriate aspects of JLL's 'Socially Responsible Management' programme are implemented in relation to environmental & sustainability policies.
* To ensure reactive maintenance and day-to-day service requirements undertaken in a timely and cost-effective manner.
* Be familiar with all heating, ventilating, mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment. To ensure maintenance contracts in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees.
* Where required, work with building surveyors/architects/consultants on major works.
* With the Property Manager, identify and arrange minor planned works.
* Maintain, test and implement major incident plans to cover all emergencies.
Key Skills
* Strong management experience gained within a high profile commercial environment.
* Excellent customer service skills and a track record of implementing successful customer orientated activities.
* Demonstrate a strong understanding of building design and base build management.
* A proven track record in managing and motivating on-site operational management teams.
* Experience of managing service charge budgets and major CAPEX projects.
* Strong commercial acumen.
* NEBOSH/IOSH preferable.
* Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets.
* Accountable and resilient.
* Ability to work under pressure.
* Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently.
* Ability to communicate at boardroom level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk and awareness of desired business objectives.
Location: On-site - London, GBR
If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!
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