Regional Residential Program Manager
Role Goal
Client has a residential portfolio of 500+ properties consisting of a mixture of leased and owned staff residential properties (SRP). The role of the Regional SRP Program Manager is to be the lead of the program and to ensure that the operations are working smoothly and efficiently. This entails working with multiple functions within the JLL account and with the client. He/she would be involved in the whole end-to-end process of supporting SRP Leads and/or Facility Managers at each Post for onboarding and offboarding properties. Furthermore, whenever there are changes to any SRP related policies of the client, the Regional SRP Program Manager is expected to adjust existing workflows to suit the everchanging needs of the client.
Regular Client Reporting (10%)
- Responsible for the maintenance and coordination of updates to the Move In Move Out (MIMO) tracker
- Responsible for Monthly SRP reporting in Service report.
- Responsible for Quarterly SRP reporting for Strat Gov.
- Responsible for the Annual contract management refresh of SRP documents.
- Responsible for the SRP commentary for the annual performance management report.
- Responsible for the quarterly updating of SRP’s in the Service Matrix.
Maintenance of Inventory Registers (5%)
- Responsible for the upkeep of the Government Art Collection (GAC) registers at a portfolio level, coordinating and consolidating inputs from the Posts.
- Responsible for the SRP inventory registers at a portfolio level, reviewing and assuring the quality of documents and providing a consolidated view.
- Responsible for the Main Residence (B properties) inventory registers at a portfolio level, reviewing and assuring the quality of documents and providing a consolidated view.
- Responsible for the stored inventory registers at a portfolio level, reviewing and assuring the quality of documents and providing a consolidated view.
- Responsible for the domestic equipment float registers at a portfolio level, reviewing and assuring the quality of documents and providing a consolidated view.
Client/Stakeholder Management (20%)
- Chair the monthly SRP Working Group call with the client, recording and distributing actions agreed and ensure timely follow up of any open actions.
- Act as the regional point of contact for all staff residential matters. This includes working with multiple key stakeholders within client – including but not limited to Finance, Commercial, Estates, Operations.
- First line of escalation for any MIMO matters that cannot be resolved at Post. More complex matters that cannot be resolved by the incumbent are to be referred to the Regional Workplace Leads.
Plan On Maintenance of SRPs (15%)
- Creating and deactivating properties on PlanOn.
- Ensuring all leases on PlanOn are up to date and all relevant documents are uploaded as per client’s request.
- Responsible for understanding new PlanOn processes/policies and amending internal workflows to accommodate these processes.
- Act as the APAC point of contact for any National Audit Office queries related to PlanOn.
Uniform Maintenance (5%)
- Regional Point of Contact for ensuring all Uniform processes are set up for new properties.
Property Application Pack (PAP) (20%)
- Own the review the operational aspects of the PAP, taking over from the Regional Workplace Leads including the contract review. (Compliance & HSE leads continue to own their respective aspects, and Financial Approvals continue to sit with Regional Workplace Leads).
- Approve PAPs.
- Training SRP staff at Posts on any changes to the PAP.
- Training SRP staff at Posts on any changes to the Home Pack.
Staff Residential KPI’s (5%)
- Manage the delivery of relevant supporting information for SRP KPI (UE06, UE07)calculations and validation.
- Develop strategies to improve UE07 (MIMO user satisfaction) response rates
- Support Post teams to deliver year on year improvement in SRP KPI’s (UE06, UE07).
Building a Community of SRP leads (20%)
- Hold regular monthly meetings with SRP leads at Post to share best practices, advise of updates to policies share SRP metrics.
- Provide instructions and directions for SRP matters to a team of 15+ SRP Leads.
- Develop and deliver a training plan to SRP leads at Post on key SRP topics. Ensure training materials are available on Workday for any new joiners.
- Point of contact for Lease Admin team on any SRP matters.
