Location - Singapore
The Opportunity
Occupancy Planning & Management (OPM) services 100+ clients through a highly talented and diverse workforce of over 800 colleagues, managing over 600M SF, and delivering $91M gross annual revenue. The OPM operating model is scalable, digitized, & balanced with a focus on Comp to Revenue targets.
Our over-arching strategic priorities for JLL OPM Work Dynamics are to:
- Transform our operating model globally for improved efficiency
- Lead digital innovation in our rapidly evolving market
- Enhance our platform and growth with occupier clients
- Accelerate penetration in growth industries and enter new asset classes
- Ensure best in class delivery of Occupancy Planning services to our clients
The Role
- The Delivery Manager will play a crucial role in client satisfaction and consistent delivery of services within the APAC region (Asia Pacific region). The role will manage OPM team leads servicing clients and lead these leaders to ensure adherence to best practices, approved Scope of Work (SOW) and Standard Operating Procedures (SOP) are followed.
The role will also be responsible for ensuring account based teams are adhering to contractual & commercial models.
This Manager will collaborate closely with the APAC OPM Delivery Director, Account Directors, Managing Directors, Client Growth (sales), Products team, Solutions partners, and other internal JLL Team Leads to properly deliver, expand and measure the effectiveness of our services. This role will report to the OPM Operations Lead and be located on site at the JLL office in Singapore. Paya Lebar Quarter 2, situated in Singapore's Paya Lebar sub-regional business district.
Key responsibilities include:
Operations
- Align with key stakeholders such as OP Team Leads, OPM Platform, Account Directors, Delivery Directors, OPM Operational Leads, Sales, Products teams located throughout APAC and as well as Senior Business Leaders in Singapore.
- Act as the Occupancy Planning and Management subject matter expert for the assigned countries, regions and accounts.
- Manage recruitment/retention/redeployment/performance oversight & escalation associated with directly managed OPM staff across assigned accounts.
- Support and review development of Account teams’ annual and multi-year business strategy, supported by financial and investment plans, coordinating closely with the OPM Finance Lead located in India.
- Track and report changes to account OPM revenue communicating both risks and opportunities to business to senior OPM Leadership
- Support initiatives to optimize people and processes which reduce delivery cost and increase productivity.
- Community building amongst the OPM team members and internal JLL stakeholders
- Deep understanding of contractual delivery obligations and associated commercial models
- Assist with Transition activities related to standing up new accounts
- Assist with variable OPM projects if and when needed
Talent Management
- Create a Culture of Opportunity for talent, mapping career paths, offering stretch assignments and matching aspirations to job openings for retention, development, and promotion.
- Along with Delivery leaders, execute the on-boarding and training programs to upskill talent and reinforce connections to the OPM platform, driving consistency and community.
- Partner with regional and local HR teams accountable for recruiting, retention, and development.
- Manage performance issues in a timely matter engaging platform HR partner at first sign of concern.
Commercial
- Governance and oversight for assigned OPM accounts to ensure scope, SLAs and KPIs are met and clients are satisfied.
- Liaise with Sales and Product teams to ensure that go to market models maximize profitability and are aligned with Client Operations while meeting client needs.
- Identify, lead and support efforts to increase the scope of existing account engagements where feasible / applicable.
- Work closely with OPM Finance lead to ensure any discrepancies are escalated and mitigated.
Governance
- Ensure each account team is engaged and empowered to deliver an exceptional quality of client service, and work with divisional delivery teams on continuous improvements.
- Drive consistent implementation of OPM processes and Best Practices, with consideration of regional requirements.
- Support and drive a sense of innovation, looping back improvement opportunities to Delivery Director and OPM Operations Lead
- Immediate escalations for OPM related issues to promote quick resolutions
Success Metrics
- Conversion of existing contracts to new commercial and service specifications as directed
- Account team adherence to centralized delivery model
- Positive Account & client VOC (Voice of the Client) survey results
- Talent retention and promotion
- CI (Contribution Income) improvement
Requirements
- Strong professional experience managing and leading team(s) as an OPM Subject Matter Expert and/or led facets of corporate real estate delivery; 7+ years
- Commercially and financially experienced
- Strong influencer – must be experienced in getting results
- Solid stakeholder management skills
- Proven track record of client satisfaction
- Experience leading Multicultural teams
- Strong degree of self-awareness and emotional intelligence to establish trust and build relationships
- Ability to effectively communicate and promote ideas and proposals persuasively.
- Strong cultural alignment: unwavering ethical standards; drives excellence and innately collaborative
- Strong presentation skills
- Able to communicate clearly and effectively to Senior Leaders and Client Stakeholders
- Educational background or experience in Architecture, Planning, Design, Corporate Real Estate or related discipline
- Willingness to travel to client sites as needed. (10 to 25% travel)
- MBA a plus
Behavioral Competencies
- Think Big - Thinks strategically, simplifies the complex, solves complex problems, sees the big picture
- Drive Change - Thrives on change, learning agility, intellectually curious, appetite for risks, digital drive.
- Helps others - Builds relationships, actively collaborates, helps others succeed.
- Get it done - Acts decisively, drives results, passion to win, takes ownership, accountable, resilient
- Business first - Focuses on customers and clients, business/financial acumen, JLL first.
- Inspire - Inspire others, creates vision and strategy, energizes others.
