Major Responsibilities
What this job involves:
Leadership / Staff Management
- Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
- Proactively manage direct reports (5 FTEs) and act as a coach and mentor
- Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors
Client/Stakeholder Management
- Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
- Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
- Deliver an exceptional quality of service to the Client, as reflected by Client feedback
- Contribute to an Account Plan which meets Client's outsourcing and JLL's objectives for the account
- Develop and maintain a detailed understanding of Client's business and key factors influencing their requirement for our services.
Operations Management
- Ensure the delivery of all operational requirements as per the client scope of work across the APAC region
- Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency across the hub.
- Work with the respective site service managers, SMEs and site teams to address specific operational issues
- Support Regional Programs such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the hub/countries
- Drive Client specific programs such as technology roll-outs, benchmarking, best practices, hybrid working
- Actively work to ensure that the Hub's financial operations are meeting or exceeding targets and financial processes as well as controls are adhered to at all times.
- Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures
- Ensure data integrity of all systems across the Hub and perform audits from time to time
- Oversee and monitor SLA/KPI performance across the region and support the countries to address issues and ensure they are meeting or exceeding target scores
- Generate reports and conduct presentations such as QBR's as per the service delivery requirements and overall account management.
- Establish consistency in the monthly reporting in each county
Procurement, Vendor and Contracts Management
- Work with the delivery teams to ensure vendors are well-managed, delivering services as per the contract
- Work with the Regional Procurement Manager to oversee all vendor contracts to ensure that they are professionally delivered at the right costs, well-monitored and re-procurement is initiated if needed and continually assessed to deliver best value to the client
Financial Management
- Assist the client and Account Director with the development of the property budgets and forecasts in accordance with the financial timetable.
- Look for opportunities to cross-sell services.
- Contract Management
- Support change control process for Regional MSA and SOWs.
Ideal Experience
- Bachelor's degree in facilities management, building, business or other related field highly desirable
- 10+ years experience in facilities, property management, hospitality or related field in multiple countries across Asia Pacific.
- Experience in a diverse range of industries including tech sector advantageous
- Excellent verbal, written communication and presentation skills
- Able to adapt in a fast-paced working environment and versatile in meeting client's changing needs and requirements
- Proven ability to navigate ambiguity
- Strong analytical, organization and administration skills
Leadership Capabilities
- Gets It Done
- Acts decisively, making timely decisions balancing effectiveness with efficiency. Takes ownership, pushes self and others to accomplish objectives and exceed expectations
- Business First
- Focuses on our teams and our Clients, building and maintaining relationships, continuously seeking to understand the needs, perspectives and motivations of our Client
- Drives Change
- Thrives on change, anticipates and drives change to implement new ideas and ways of doing things. Agile in learning, thrives in a fast changing, high volume and often ambiguous environment
- Inspires
- Inspires and influences others by building a culture promoting JLL as an employer of choice. Asserts own ideas, persuades others to gain support and commitment. Energizes and maximizes others performance
- Thinks Big
- Problem solver who challenges the status quo and thinks outside the box. Considers the resources required and the relative costs and benefits of potential actions to choose the most appropriate option
- Other Personal Characteristics
- Self-motivated and confident
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge the status quo
- Works well with diverse teams from various countries/cultures
REPORTING TO
Regional Operations Director
