FM Lead, South Asia Hub
Work Dynamics
What this job involves:
Lead the local JLL Real Estate & Facilities Team
You will be leading a Multi-X, multi-country, Services Contract with responsibility for the Local Teams that support site-assigned and remote locations. The account Hubs are identified as India, Asia North and Asia South.
The JAPAC Region portfolio encompasses 15 presence-countries that are directly managed, plus an additional 3 non-presence countries, deemed as remote-managed. The number of countries, and location within those countries, are subject to change. Your Hub portfolio will be detailed and discussed at interview stage.
Your Hub will be supported by Subject Matter experts from the JLL Regional Platform, which will include On Demand services.
The primary responsibilities of the Hub Lead are Financial Performance, Client Relationship, Operational Performance and Compliance.
You will manage the client relationship, coordinating with and providing reports to, the Client Sub-Regional Lead/s, relevant to the geography of your Hub.
In addition to a reporting line into the JLL Regional Account Director, you will also be asked to provide financial and operational data into the JLL country businesses within your Hub.
Where can processes be improved? How do we enhance quality? How can we save costs? How can we delight the customer? These are questions that will be at the forefront of you and your team’s thinking. The ability to recognize opportunities early will support the savings glidepath from year two onwards, by achieving cost savings whilst maintaining a level of service and process compliance that affords adherence to the Service Level Agreements.
Meeting the client’s information needs
You will ensure that the account team is fully trained on the technology platforms utilized for this account, be those platforms facilitated by Client or by JLL, or a mix of both. The Management Information resulting from the IWMS and CMMS platforms will become the basis for the strategic decisions relating to Space, Asset and Occupancy Planning that will be used to benefit our client in its Real Estate modelling.
You will provide data and statistics to the Regional Account Director for the purpose of Monthly Management Reports to the Account Governance Team, Quarterly Business Reviews and Finance Reviews. You will maintain data and statistics that will at any time, in real time, support the information requirements of the local client.
Transition and resource allocation
Account Transition completion date is scheduled for mid-October 2023. At the point of Transition completion and sign-off, all resource positions should be filled across your Hub. Working with the JLL Talent Acquisition team, you will identify gaps as soon as possible during the Transition period and support the TA team in sourcing from external sources or from within the JLL workforce.
Rightsizing Regional and Local resources
You will undertake Lean Engineering initiatives to optimize resource deployments. Such initiatives will be designed and overseen by you and the Performance Manager with support from the RAD and the Regional Platform of SMEs. You will establish new benchmarks for the account that significantly contribute to our ability to meet the savings glidepath whilst ensuring KPIs and business continuity.
Management of Accredited Vendors
You will be working with vendors across your portfolio that may or may not have transitioned across from their direct engagement with Client. It is critical that within the first three months of service, from go-live in October, that the service quality is established, the asset registry is updated and the background checks are completed without issue or delay.
Setting standards for Workplace Experience
Working alongside the Regional Platform’s Workplace Experts, anticipating the client needs before they themselves realise them, develop initiatives that promote workplace experiences that engage the workforce, promote staff retention and support any intent of Client to encourage increases in RTO.
Achieving KPIs and reducing Fee risk
The Master Services Agreement will be your daily reference manual. Through Transition we will ensure no slippages against milestones; during contract BAU we will ensure no slippages against KPIs and Critical KPIs. Furthermore, and critical to the sustainability of this account, we will ensure no overspend against the Budget, which is the final piece in the puzzle regarding Fee at Risk.
The account Finance Team will be proactive in providing you with real-time data that will allow you to monitor financial performance against budget for each of your sites. Developing cost saving initiatives, with support from the RAD and the SMEs, will be one of your primary role responsibilities and KPI.
Role Competencies:
Competency 1: Client Relationship Management Skills
Competency 2: Facilities Management Skills – Soft Services and Hard Services
Competency 3: Leadership and Motivation Skills
Competency 4: Analytical and Problem-Solving Skills
Competency 5: Financial and Accounting Skills
- FM Account Management (5 years)
- Multi-Region and/or Multi-X account management (3 years)
- Personnel Management (5 years)
- Degree or similar qualification in Facilities or Business Management, or 10 years of proven experience
- Fluent English for Business, spoken and written
- Mastery of MS Office Suite
- Excellent presentation skills
- Familiarity with IWMS and CMMS platforms
- Available for travel
