Job Description Summary
Deliver outstanding service both to clients and internally by leading, monitoring, and managing FM operations on client account in APAC, with a focus on financial and team management/development, reporting, compliance, operations, service contracts, risk. Be the primary point of contact for client leadership team in the region. Drive execution of Human Experience and Operational Efficiencies in alignment with client expectations and JLL objectives and commitments on the account. Develop and maintain outstanding relationships with client stakeholders.
Countries: APAC – Singapore, India and China.
Job Description
Service Delivery
- Ensure a strategic business plan for the delivery of the services across all client portfolios and be responsible for the delivery of that plan as required.
- Drive a service excellence culture within the delivery and operational management teams.
- Drive the human experience programme across Client in the region ensuring our site teams are passionate about delivering a great experience on a daily basis.
- Ensure compliance with all client contracts, meeting or exceeding Key Performance Indicators (KPIs) and any Joint Business Plan.
- Ensure the processes and procedures within the account are monitored and updated. Continually review processes and procedures across the accounts for best practises and consistency
- Work with client teams to create an environment that drives continuous improvement and innovation.
- Ensure all contractual and ad-hoc reports are delivered on time.
- Ensure all accounts manage and that contractor staff at all times meet the standards and expectations of the Client and JLL.
- Control and management to ensure contractors and their staff are on/off boarded and inducted appropriately and that all permitting and working requirements are adhered to.
- Monitor Planned Preventive Maintenance plan in conjunction with local laws, regulations, and standards. Regularly engage with JLL’s EOS team to ensure that schedules are compliant as per the above.
- Ensure client specific BCP for JLL is up to date and implemented; awareness and participation as required in any planned or unplanned building.
- Ensure all safety procedures, including Crisis Management and Emergency Procedures, are implemented, and 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 contractual obligations.
- Implementation of Critical Environment Management in client site.
- Support Future of Work in coordination with the client and share best practices with the client from other Clients as applicable..
- Collaborate with integrator company to share the next level of FM data analytics (life cycle cost planning, benchmarking).
- Align with other company on all the global playbooks as applicable.
- Program manages new initiatives and global processes across APAC.
- Support the client on the ‘Return to Office’ (RTO) program.
Financial Management
- Oversight across the client portfolio for the delivery and expenditure of the supply chain and accountable of the quality of services delivered
- Participate and set the budgets for the delivery of services and ensure compliance to those budgets.
- Participate in regular forecasting and accrual activities.
- Ensure all financial reports are accurate and timely as per the agreed timeline set out under the agreement.
- Ensure costs are managed within the client approved budgets.
- Ensure the supply chain is paid as per payment terms within the individual agreements Glide path savings to be considered as per contractuals.
- Collaboration with APAC and Global Finance team for financial reports.
- Ensure Zero ATF (After the Fact) PO and Zero Invoice Aging.
Managing JLL transition to Principal contract as agreed with the cliente in the future.
Human Resource Management
- Build and maintain a high performing and efficient team by identifying and promoting top talent.
- Be responsible for monitoring and managing the MyPerformance of the staff.
- Ensure each member of staff within the team has a personal development plan and it is reviewed as per firm’s policies and timelines
- Be responsible for the structure of the team and manage any recruitment or performance management issues in-line with JLL processes and procedures
- Ensure robust succession planning for all critical roles in the region
Engage in the remuneration process at required intervals as dictated by the JLL business and within the client approved budget. - Establish Rewards and Recognition for JLL team and its support staff in alignment with the client.
- Manage mandatory training for the JLL team in the client site.
Risk Management
- Drive a risk conscious culture across the account and ensure that all works meet local, the clientand 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 JLL and the client reporting procedures.
- Ensure that a suitable emergency escalation process is in place across the accounts and clear communications are escalated both within JLL and the client organization.
Leadership/Self-Management
- Adopt the client culture and understand the client priorities.
- 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 all key team members on client accounts and on-site Vendors
- Gains respect of JLL people and clients
Sound like you? To apply you need to be:
Skills
- The ability to assimilate new information and transfer to delivery
The desire to deliver superior client services - Demonstrated relationship skills
- Strong communicator – possesses strong verbal & written communication skills (English); also an active listener
- Self-motivated and confident
- Demonstrated leadership skills and ability to manage divers, multicultural team across wide geography
- Flexible – able to adapt and effectively deal with rapidly changing, stressful situations
- Proven ability to initiate and follow through with improvement initiatives
- Able to work independently and be a team player
Exhibits honesty & trustworthiness
Leadership
- Acts as a role model for Jones Lang LaSalle by behaving consistently with cultural requirements, participating in company activities.
- Act as ambassador and lead by example regarding JLL Code of Ethics.
- Sets objectives and measurable goals and motivates others to achieve them.
Personal Effectiveness
- Works with JLL peers, client teams, business units and vendors to deliver superior service.
- Is strongly goal-oriented to meet all performance targets.
- Searches out improvement opportunities and empowers the team to implement them.
- Coaches and develops staff and provides regular feedback and guidance.
Decision Making
- 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.
Communication
- 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.
Other
- Experience with managing diverse and geographically spread client accounts across APAC
- Strong analytical, organization and presentation skills.
- Strong finance management
- Excellent computer skills including Microsoft suite of products essential.
- A tertiary qualification in Building / Facilities Management, Business Administration or related subject preferred, with a minimum of 7 years’ experience in Facility, Property or related field.
