GROUP ACCOUNT DIRECTOR
REPORTING TO : Group Account Executive
POSITION GOALS
To deliver the contractual obligation of the contract with a focus on bringing value to the contract. To achieve the financial and KPIs goals establish in the contracts with the Client. Be accountable for the profit, loss and growth of the assigned portfolio of accounts (this includes regional / global accounts based in Singapore).
Focus on bringing holistic approach in Real Estate management that includes the Facilities, upgrading & retrofitting of the properties, assist the client areas to optimaise the occupied space and support client to achieve their Corporate/Company goals.
Accountable to work out a strategy for Client retention and organic growth. Ensuring JLL framework is complied that includes overall Safety, building maintenance and legislation compliance.
Meet frequently with C-Suite executives and client real estate leaders to highlight results and present solutions to position JLL for growth opportunities.
DUTIES AND RESPONSIBILITIES
The position requires the lead to develop the short and long-term strategies for every account and alignment with
- Group Account Executive strategy
Must ensure the Account Managers develops Account Plan for their respective Accounts and meets all key performance indicators as set out in the management contract.
Procurement and Vendor Management
- Evaluate the vendor procurement and management practices of the various Accounts and ensure renegotiation and tendering, (including tender documentation; evaluation of tenders and preparation of contracts) are in compliance to Client or JLL procurement guidelines.
- Benchmark services across similar properties within the country.
- Co-ordinate and monitor the contractor management program
- Ensure only JLL/Client approved vendors are providing service on site, and their performance is monitored. Ensure the vendor performance is shared with the respective vendor.
Facilities Operations
- Ensure every Account Manager & Site Lead has a good understanding of the contract, an Account Plan and the KPI.
- Ensure every staff has been trained/inducted on their job responsibility and clear understanding of their SOPs.
- Implement building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems.
- Ensure all Account complies with JLL/Client
- Environment, Health & Safety standards
- Equipment Reliability Management program
- Soft Service standards and kept to the agreed level
- Client-related service as mention in the contract agreement must be complied.
- Accountable for Account Leads to be trained & alignment with their Operations procedures to maintain high service standards.
- Identify new value initiatives that will assist the client to achieve their corporate goals.
- Ensure consistency the JLL/Client policies & procedures are complied. The Site staff are updated of JLL & Client’s technology platforms as well as the policies.
- Accoutnable to Implement and comply with all internal management systems to high standards of quality assurance.
- Ensure all Critical Environment (CEM) space is identified and agreed with the client. Ensure the CEM standards are in fully compliance.
- Responsible to implement a comprehensive energy management program.
- Ensures that compliance of all regulatory local laws and guidelines are met as they relate to the operation of the building’s infrastructure: strong understanding, commitment, and proven implementation experience in a regulatory environment, safety, and health safety programs and processes.
- Ensure all Financial Management requirements are completed in a timely and accurate manner. Develop and ensure compliance with all Capex & Opex budget for every account and the budget is timely shared with the client.
Talent Management
- Create a high-performing, integrated team who are committed to delivering exceptional client results.
- Critically analyse account managers’ performance (account based staff and “hosted” account staff) and build feedback into actionable development plans.
- Work with the Delivery Organisation to provide performance feedback on staff who are “assigned” to accounts.
- Manage Account Manager rotations in a pro-active and structured manner to avoid any client disruption
- Accountable for networking with diverse external candidates to improve the workforce talent.
- Work with Account Lead and Account Directors to ensure account teams are participating in training and development programmes and that succession planning is carried out annually.
Nuture & Develop Great Teams
- Personal leadership - inspires trust, adapts and learns
- Passion for coaching and developing managers into exceptional leaders
- Inspires and motivates toward new and stretch opportunities that are outside one’s comfort zone to evolve as a leader
Risk Management
- Assist in the implementation of a Facilities/Property risk management program which identifies major property risks including occupational EHS, operational services, and procurement, legal and financial.
- Ensure critical facilities risk assessment are regularly reviewed, and mitigation plans are updated, and the staff are trained.
- Ensure data integrity of all systems across the accounts and audit data from time to time
- Develop guidelines and strategies to protect the health and safety of staff and others, protect Jones Lang LaSalle and client reputations.
- Ensure disaster recovery and business continuity plans are implemented and maintained across all accounts, and the staff are trained.
- Ensure every account has a comprehensive Risk management program to ensure the reliability of operation on the site.
Project Management
- Experience Project management and tools
- Must be able to take client through design development requirements, and manage their requirements & expectations.
- Experience in managing projects budgets & variations
Profitability Initiatives:
- Develop initiatives and strategies that lead to cost savings and improve JLL profitability.
- Identify ways to improve organic growth in the accounts by taking on more services.
Cost saving/value Initiatives:
- Develop initiative that will reduce client operating cost.
- Identify an area where technology can be used to create greater efficiency and improve the way data is to be manage and analyzed.
- Drive new initiatives/technology to ensure the client is kept updated on the improve the site operation.
Customer Service / Client Relationships:
- Ensure service response time are establish on all accounts. Analyse client service request trends and provide suggestions for improvement.
- Ensure feedback from client sessions is docuemented and actioned to the satisfaction of the end user.
- Pro-actively develop and manage client/business unit relationships ensuring that the expected service levels are achieved across the region.
- Lead by example and groom the team in achieving maximum client satisfaction level.
Reporting:
- Ensure the monthly reports and quarterly Business review are completed and submitted as per contractual agreement.
- Ensure the formats of each report are agreed and in compliance.
- Trends are tracked, analyzed and areas of improvement properly addressed.
Finance Report:
- Review monthly financial reports including the preparation of accruals and variance analysis with FMs.
- Ensure every account has fully developed financial tracking and invoicing system.
- Ensure there is a proper tracker to track client invoice and payment and vendor payment is compiled in accordance to contract.
- Accountable for the Account Managers and Site Leads to be trained in budgets management for their accounts.
Training:
- Ensure the team is well trained on all facilities policies, procedures, and systems. Work closely with the JLL senior management to devise new and innovative methods of learning built around skill development, leadership and succession planning
- Assign buddies for new team members to ensure teamwork, consistency & rationalization of the team
KEY PERFORMANCE MEASURES
- Refer to the Individual Performance Agreement (IPMP) for Key Performance Measures.
- Ensure the KPI Targets for the Account are met
COMPETENCIES
- Interpersonal skills with a strong client focus.
- Team Leader with line management skills and the ability to delegate
- Technical comprehension and experience with performance based service contracts and vendor management
- Knowledge of occupational safety requirements
- Strong budget management and financial analysis skills
- Demonstrated initiative
- Excellent written and oral communication skills.
- Strong analytical skills.
