JLL empowers you to shape a brighter way.
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 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.
Job Description
What this job involves
Key Responsibilities
1. Drive ownership of services and relationships across the site.
2. Detailed understanding of service standards and deliverables in line with Contract, SLA’s and ensure that all soft services operational team’s understanding is aligned.
3. Establish relationships with Site Leads, supporting Leadership Team, Senior Account managers and Client to establish trust and credibility in the delivery of FM services.
4. Engender and promote productive relationships with JLL and client supply partners to ensure that all services outputs are understood and agreed.
5. Manage subcontractors and suppliers to deliver goods and services against contracts and expectations.
6. A critical team player, innovative with an attention to detail ensuring adherence to best practices.
7. Drive and promote safety culture within portfolio including subcontractors, suppliers, and visitors.
8. Ensure client satisfaction with delivery of Facility Management services and provide a lead role in monitoring and increasing customer satisfaction.
9. Support in the implementation of short and long-term projects for the client as requested.
10. Act as the customer interface for all FM services between client site-based customers and FM Workplace Solutions.
11. Lead the strategic development of overall services which is aligned to JLL/Client strategic vision.
12. Manage quality, standards, and service delivery at the portfolio to minimally meet agreed service levels.
13. Manage, maintain, and enhance the site-based customers relationship and harness the combined inputs of FM Workplace Solutions.
14. Assume ownership of best practice standards and innovation in the services portfolio, including identification of opportunities for improvement and cost efficiencies.
15. Manage Client Budgets to deliver both Client requirements to include Workplace Experience activities and JLL profitability levels.
16. Implement accommodation strategy and manage small office moves.
17. Responsible for site compliance with latest legislation and regulations.
Accountabilities
1. Operate and comply with JLL & agreed Client business processes/procedures.
2. Coordinate elements of the site business plan.
3. Maintain a proactive relationship with the Client and understand the portfolio-based businesses’ current and future requirements.
4. Proactively support and deliver a collaborative and co-operative environment across the FM workplace Solutions team.
5. Ensure safe working practices through implementation of JLL Health & Safety standards & regulations.
6. Ensure that all Health, Safety, and Environmental requirements that are defined in work instructions are communicated in training.
7. Follow required emergency prevention and operational controls.
8. Report of all accidents, occupational illnesses, and emergencies.
9. Manage suppliers and collaborate with supply partners and resolve service issues as they arise.
10. Provide accurate and timely reports on performance of suppliers and supply partners supporting the site.
11. Support implementation of JLL operational initiatives and hard/soft services projects.
12. Vendor Management – manage performance, motivate, train, and develop team to ensure the performance objectives are met, and performance bar is continually raised.
Sound like you? To apply you need to be able to demonstrate the following skills and experience:
1. Facilities/Premises Management in a Corporate/Blue Chip environment.
2. Experience in managing a quality customer-driven service.
3. Ability to develop ongoing FM opportunities driving cost efficiencies through a proactive approach, best practice, and continuous improvement across soft FM service lines.
4. Sound understanding of Health Safety and Environmental issues and requirements, able to interpret policy and legislation and implement across all working practices.
Preferred Qualifications & Experience
1. Experience of 4 years plus in a managerial role or related service environment.
2. Demonstrate experience in dealing with customer service and exhibit key skills within this area.
3. Competent with localized budgetary and P&L control knowledge.
4. Experience in contract management and measurement.
5. Experience in working in a change management environment.
6. Sound understanding of continuous improvement/problems solving process.
7. Computer literate in MS Office Applications.
Preferred Skills & Behaviours
1. Strong leadership skills.
2. Competent in oral and written skills.
3. High customer service focused.
4. Sound problem-solving ability.
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