Regional Account Director
Work Dynamics
Recognizing that corporate clients seek creative and often integrated approaches to best manage their real estate portfolios and complex occupancy needs around the world, we have integrated our occupier businesses into a single global division – Work Dynamics. An integral part of Work Dynamics structure is the Regional Account Director (RAD) role, which brings together multiple services to deliver comprehensive solutions for our clients.
The Regional Account Director is responsible for ensuring a high level of client satisfaction, establishing and managing the service delivery team, delivering key regional initiatives as well as ensuring consistency in processes, systems and reporting. The role also ensures efficient and consistent operation of all services to meet contractual obligations with respect to the property portfolio of the Client throughout the APAC region as well as build strong & sustainable relationships within the client’s organization. In addition, the role will drive innovative ways of thinking and working, constantly reviewing the best delivery models, along with upskilling the team, to enable a sustainable and engaged workplace experience.
This role reports to the Group Account Executive, and includes direct reports such as Regional Operation Director, Subregional Leads and functional leads (where applicable).
Roles and Responsibilities
The key responsibilities of this role include:
Strategy and Account Management
- Contribute and execute on the vision and strategy of the JLL business. Be the face of JLL in the marketplace.
- Ensure that the account plan is implemented and aligned with client objectives.
- Be accountable for the profit, loss and growth of the assigned account.
- Be responsible for supporting the account in the region/geo/country by working with the local account teams and local clients.
- Work with the Account Management Enablement organization to implement the agreed account management practices.
- Provide feedback to the Product organization on the performance and gaps, if any on various Products and suggest improvements from on field and client feedback.
Client Relationship Management
- Ability to extract and translate customer expectations into innovative strategic initiatives
- Convinces stakeholders based on data, challenges in a constructive manner
- Balances the needs of both client and JLL
- Exhibits result orientation
- Transformational Improvement
- Unlock opportunities for account growth and work with the account team and/or Sales organization to convert these opportunities.
- Drives creation and delivery of the strategic improvement roadmap
- Promotes continuous improvement & Innovation
- Role models a proactive and ownership focused mind-set
- Lead & Deliver
- Create a high-performing, integrated team who are committed to delivering exceptional client results.
- Work with the Commercial Excellence team on margin enhancement and commercial excellence initiatives to improve and/or achieve the target margin for the accounts.
- Realize the transformation program on-time
- Exceed the Desired Outcomes every year
- Promote open, constructive, and collaborative relations with clients, superiors, subordinates and peers.
- Build strong and successful strategic partnerships between client and JLL, on- and off the direct team.
- Less than 25% travel expected.
Financial Management
- Be responsible for achievement of the agreed financial targets for the account; revenue, expenses and debtors targets.
- Lead the development of the property budgets and forecasts in accordance with the financial timetable.
- Meets the agreed growth targets for the account.
- Looks for opportunities to cross-sell services.
- Responsible for collection of fees from CLIENT as well as tracking of outstanding payments.
- Contract Management
- Ensures adherence to the contract requirements and intents
- Responsible for the achievement of key performance indicators, service levels and other measures as contracted
- Mitigates any CPI / KPI liability
- Work with any global and/or in-region teams to manage any contract change requests
Operations
- Responsible for management oversight of all resources involved in the delivery of services, e.g. recruitment, performance assessment etc.
- Drives operational excellence across all services delivered, aiming to simplify, standardize and automate processes and procedures to enhance our service offering and make it more sustainable.
- Actively manages the professional development of all direct reports
- Prepares and implements a succession plan for the account
- Lead and drive transformation of operating structure to support workplace experience and overall delivery goals
- Drive innovative knowledge growth and fresh ways of thinking across all the functions
- Review and enhance current and future skills to drive productivity, innovation and enable future of work.
- Develops, implements and manages all regional initiatives and programs for the account
- Drives client specific initiatives such as savings targets, benchmarking and best practices
- Sources, transfers and implements best practices to the account through bringing outside in
- Successfully communicates and commercializes successes and compliments to maintain positive momentum
- Drives regional consistency in the account e.g. in reporting, standard operating procedures, systems and HR practices
- Establishes consistency in the monthly reporting to drive a culture of shared learning and continuous innovation
- Conducts Quarterly Business Reviews in region, with a focus on Knowledge Leadership, and participates in any multi-regional QBR’s or similar
Competencies
The ideal candidate should have demonstrated the following competencies:
- Empathetic, deeply understands the goals, drivers and needs of others
- Trustworthy, earns and deserves the trust of clients and colleagues
- Thorough and restrained. Prefers accuracy over speed to avoid mistakes.
- Inclusive in all decisions and behaviours and demands this from others
- Embodies JLL values of Ethics, Excellence and Teamwork
- Decisive and relentless with a bias for action
- Courage to make the tough decisions and have difficult conversations
- Accountable for actions and outcomes and holds others to be accountable
- Value agility and are not afraid to shift as conditions change
- Authentic in their true self, not afraid of deliberate truth telling
- Natural relationship builder with superior communication skills
- Learns quickly from mistakes, recognizes patterns in the environment, and changes behavior based on immediate feedback
Experience and Qualifications
- Minimum 10 years’ experience in real estate, preferably with strength in Facilities Account Management, ideally with a focus around Employee Experience and Sustainability. Beneficial to have understanding in Project Management, Transaction Management, Strategic Portfolio Management, Lease Administration and Workplace Strategy
- Has handled complex account structures, either running multiple teams, multi disciplines, across multiple locations and countries
- Has experience in handling client and/or Firm sensitivities knowing when to escalate with urgency, or how to de-escalate certain risks
- Has demonstrated experience in balancing the interests of the client with those of the Firm
- Has experience in translating client needs into existing or new business growth
- Track record of year on year exceeding plan and adding growth through new services/products
- Has effectively managed complex P&L(s)
- Has presented in front of large regional audiences
- Has grown talent through effective leadership and management. Strong track record of advancing both individuals and teams in complex business environments into management roles
