Duties And Responsibilities
The position requires the lead to develop short and long-term strategies for every account and alignment with
- Group Account Executive Strategy
Must ensure the Account Managers develop 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 with 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 mentioned in the contract agreement must comply.
- 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 in the JLL/Client policies & procedures have complied. The Site staff is updated on JLL & Client's technology platforms as well as the policies.
- Accountable 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 upon with the client. Ensure the CEM standards are in full compliance.
- Responsible to implement a comprehensive energy management program.
- Ensures that compliance with 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 budgets 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 analyze 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 proactive 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 programs and that succession planning is carried out annually.
Nurture & 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 that identifies major property risks including occupational EHS, operational services, procurement, legal and financial.
- Ensure critical facilities risk assessments are regularly reviewed, mitigation plans are updated, and the staff is 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, and protect Jones Lang LaSalle and client reputations.
- Ensure disaster recovery and business continuity plans are implemented and maintained across all accounts, and the staff is trained.
- Ensure every account has a comprehensive Risk management program to ensure the reliability of operation on the site.
Project Management
- Experience in Project management and tools
- Must be able to take clients 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 initiatives that will reduce client operating costs.
- Identify an area where technology can be used to create greater efficiency and improve the way data is to be managed 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 times are established on all accounts. Analyse client service request trends and provide suggestions for improvement.
- Ensure feedback from client sessions is documented and actioned to the satisfaction of the end user.
- Proactively 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 reviews are completed and submitted as per the contractual agreement.
- Ensure the formats of each report are agreed upon and in compliance.
- Trends are tracked, and analyzed and areas of improvement are properly addressed.
Finance Report
- Review monthly financial reports including the preparation of accruals and variance analysis with FMs.
- Ensure every account has a fully developed financial tracking and invoicing system.
- Ensure there is a proper tracker to track client invoices and payments and vendor payment is compiled in accordance with the contract.
- Accountable for the Account Managers and Site Leads to be trained in budget management for their accounts.
Training
- Ensure the team is well-trained in 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.
