Position Overview
We are seeking an experienced and dynamic Senior Director of Account Business Operations to join our team, focusing on driving strategic initiatives and managing a high-performing, multi-functional team providing facilities management services for our Asia Pacific global technology client. This role is crucial in enhancing client relationships, delivering exceptional service, and achieving key performance indicators. If you are passionate about fostering partnerships, leading transformative programs, and possess strong commercial acumen, we want to hear from you!
Key Responsibilities
- Client Relationship Management Proactively cultivate and nurture strong partnerships with key client stakeholders to ensure alignment and satisfaction. Collaborate closely with the client to translate their Objectives and Key Results (OKRs) into actionable, results-driven programs and initiatives. Collect and analyze client feedback to continuously improve service delivery and maintain high-quality standards.
- Program Development and Management Shape and implement a comprehensive program management strategy that leverages best practices, tailored to meet the unique needs of the account. Work in tandem with account Subject Matter Experts (SMEs) to develop and execute innovative regional programs in areas such as program management, communications, business insights, vendor management, procurement, governance, performance management and transformation. Act as a key liaison between account SMEs and the wider account team to ensure seamless service delivery and operational excellence.. Oversee the Engine Room, a dedicated transformational team focused on optimizing processes and driving continuous improvement, enabling operations teams to concentrate on core service delivery.
- Team Leadership Lead and inspire a diverse team of 20 SMEs, ensuring they are equipped with the tools and personalized support needed to excel in their roles. Foster an environment of open communication and cross collaboration, encouraging team members to share ideas and contribute to collective goals. Utilize your leadership acumen to influence and motivate the broader operations team, driving impactful results.
- Strategic Planning and Execution Lead and champion strategic initiatives that align with both client objectives and account goals, driving long-term success.
- Contract Governance and Administration Serve as the primary governance and contract administrator, ensuring all contractual obligations are met. Rigorously monitor compliance with contractual obligations while striving to exceed Key Performance Indicators (KPIs). Maintain robust scoring mechanisms for strategic KPIs that incentivize high performance and transparency. Uphold a comprehensive governance and reporting framework, ensuring accountability and transparency. Ensure ongoing maintenance of the master service agreement and local country agreements, aligned with JLL standards.
Required Skillsets
- Client Focus & Relationship Management Demonstrated ability to effectively engage with a wide range of stakeholders, including JLL and client executives, to build trust and foster collaboration. Strong conflict resolution skills, with a proven ability to navigate complex situations while balancing client needs with organizational objectives. Professional and proactive approach to customer service, with a commitment to delivering exceptional stakeholder engagement experiences.
- Leadership and Team Development Proven track record of effectively leading and developing high-performing teams, fostering an inclusive and motivating work environment. Experience in promoting a culture of collaboration, constructive feedback, and continuous professional development among team members. Ability to coordinate activities across multiple functions and departments to achieve operational success and drive team synergy.
- Program Management & Organizational Skills Exceptional planning and organizational skills, with the ability to prioritize competing tasks and meet tight deadlines in a fast-paced environment. Flexibility and adaptability to navigate rapidly changing circumstances and address complex issues as they arise. Strong aptitude for managing multiple projects simultaneously while maintaining a focus on quality and detail.
- Problem Solving & Strategic Thinking Resourceful and innovative thinker, skilled at navigating ambiguous situations in a dynamic and evolving business landscape. Strong analytical capabilities, with a proven ability to develop and implement long-term, strategic solutions that drive value. Open to exploring new ideas and challenging the status quo, fostering a culture of continuous improvement and innovation.
- Communication & Interpersonal Skills Excellent verbal and written communication skills, with the ability to convey complex information clearly and persuasively. Proficient in writing and interpreting contracts, ensuring all stakeholders are aligned and informed. Strong attention to detail, ensuring that all outputs are consistently high quality and meet organizational standards.
Qualifications
- 10+ years experience in facilities, property management, consulting or a related field with a strong background in client relationship management and program execution.
- 5+ years experience in a diverse leadership role.
- Bachelor's degree in a relevant discipline or equivalent experience/certification preferred.
- Proven ability to lead large-scale business operations across multiple countries in the Asia Pacific region, demonstrating cultural sensitivity and adaptability.
Join us to shape and drive exceptional client experiences while leading a dynamic team in a collaborative environment. Your leadership will make a tangible impact on our operations and client satisfaction!
