- Singapore
JLL Hiring! Full Time Country Account Lead in - Ricebowl
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Job Description
Responsibilities
JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
ROLE AND RESPONSIBILITIES
OVERALL ROLE
The Workspace Experience & Operations Lead will have overall responsibility to manage the day-to-day client activities for all sites in Singapore , and be the on-site key point of contact for key client stakeholders. The role will assume overall responsibility for managing all Workspace Experience & Operations services.
MAJOR RESPONSIBILITIES
Client/Stakeholder ManagementDeliver exceptional client service and achieve high levels of client satisfaction
Proactively engage stakeholders to ensure that on site client’s expectations are met
Build and develop effective client / stakeholder relationships across multiple levels of the organization
People ManagementManage and coach direct reports to develop a high-performance team
Develop and sustain a high-quality well motivated team
Ensure high staff morale, trust and work ethics
Ensure succession planning is in place for all roles
Develop and maintain a culture that supports collaboration and performance excellence within the team
Mentor and enable Training & Development of team members
Site Operations ManagementResponsible for technical and workspace operations, ensuring all Critical Environment (CEM) requirements are met
Responsible for service delivery in accordance with client KPIs and SLAs
Recommend continuous quality improvement practices and implement Industry Best Practice operations
Implement building procedures and performance measures and ensure they are maintained at all times
Review existing operations regularly to reduce costs and improve operational standards
24/7 emergency call support and site attendance as required
Risk ManagementEnsure full compliance with all local and governmental regulations and legislations
Ensure site risk management programs including audits are implemented and maintained
Ensure disaster recovery and business continuity plans are implemented and maintained
Ensure accuracy of escalation and incident reporting procedures
Assist in the development of guidelines and strategies to ensure compliance with JLL’s business code of conduct
ESG
Prioritize compliance with all implemented sustainability programs
Ensure services are delivered in a manner that supports JLL and client Net Carbon Zero Goals and D&I
Procurement & Vendor ManagementEnsure vendors are well-managed, delivering services on time and within budget
Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as JLL best practice
Monitor vendor KPI and SLA scores
Contracts ManagementManage all contracts to ensure that they are professionally delivered at the right costs
Ensure expiry of contracts is well-monitored and re-procurement is initiated if needed
Ensure contracts are continually assessed to deliver best value to the client
Finance ManagementPrepare and manage client and/or site annual budgets for operations and capital works, as required
Ensure contract billing is completed in a timely manner
Actively work to ensure that the site’s financial operations are meeting or exceeding targets and control requirements including the Jones Lang LaSalle Code of Ethics
Ensure financial processes are followed at all times, including budget management, invoices and purchase orders, etc.
Health & Safety Management & Incident ReportingEnsure the provision of a safe working environment
Ensure compliance with statutory regulations on fire, health and safety standards
Managing Incident escalation
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
o Ability to interact with a wide range of client staff, including senior levels
o Ability to manage conflict and balance between client and firm requirements
o Has a customer service-oriented attitude
o Proven ability to manage multiple and complex operational matters on a daily basis
o Analytical, proven ability to solve problems using a quantitative approach
o Understands the interrelationships between operations and critical systems
o Understands the criticality of the banking and financial environment and how solutions can impact operations
o Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
Client staff
JLL account team (Locally)
JLL account team (Regionally)
Vendor staff
REPORTING TO
Sub Regional Account Director
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
ROLE AND RESPONSIBILITIES
OVERALL ROLE
The Workspace Experience & Operations Lead will have overall responsibility to manage the day-to-day client activities for all sites in Singapore , and be the on-site key point of contact for key client stakeholders. The role will assume overall responsibility for managing all Workspace Experience & Operations services.
MAJOR RESPONSIBILITIES
Client/Stakeholder ManagementDeliver exceptional client service and achieve high levels of client satisfaction
Proactively engage stakeholders to ensure that on site client’s expectations are met
Build and develop effective client / stakeholder relationships across multiple levels of the organization
People ManagementManage and coach direct reports to develop a high-performance team
Develop and sustain a high-quality well motivated team
Ensure high staff morale, trust and work ethics
Ensure succession planning is in place for all roles
Develop and maintain a culture that supports collaboration and performance excellence within the team
Mentor and enable Training & Development of team members
Site Operations ManagementResponsible for technical and workspace operations, ensuring all Critical Environment (CEM) requirements are met
Responsible for service delivery in accordance with client KPIs and SLAs
Recommend continuous quality improvement practices and implement Industry Best Practice operations
Implement building procedures and performance measures and ensure they are maintained at all times
Review existing operations regularly to reduce costs and improve operational standards
24/7 emergency call support and site attendance as required
Risk ManagementEnsure full compliance with all local and governmental regulations and legislations
Ensure site risk management programs including audits are implemented and maintained
Ensure disaster recovery and business continuity plans are implemented and maintained
Ensure accuracy of escalation and incident reporting procedures
Assist in the development of guidelines and strategies to ensure compliance with JLL’s business code of conduct
ESG
Prioritize compliance with all implemented sustainability programs
Ensure services are delivered in a manner that supports JLL and client Net Carbon Zero Goals and D&I
Procurement & Vendor ManagementEnsure vendors are well-managed, delivering services on time and within budget
Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as JLL best practice
Monitor vendor KPI and SLA scores
Contracts ManagementManage all contracts to ensure that they are professionally delivered at the right costs
Ensure expiry of contracts is well-monitored and re-procurement is initiated if needed
Ensure contracts are continually assessed to deliver best value to the client
Finance ManagementPrepare and manage client and/or site annual budgets for operations and capital works, as required
Ensure contract billing is completed in a timely manner
Actively work to ensure that the site’s financial operations are meeting or exceeding targets and control requirements including the Jones Lang LaSalle Code of Ethics
Ensure financial processes are followed at all times, including budget management, invoices and purchase orders, etc.
Health & Safety Management & Incident ReportingEnsure the provision of a safe working environment
Ensure compliance with statutory regulations on fire, health and safety standards
Managing Incident escalation
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
- Min. Bachelor’s degree in facilities management, building, business or other related field &/or 5+ years experience in facilities, property management or related field
- Has experience working in financial or investment banking environment
- Knowledge of local occupational health and safety requirements
- Knowledge of critical environments
- Knowledge of vendor management for specialized services
- Has an understanding of basic technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system)
- Proven capacity to understand and interpret commercial contracts
- Strong budget management and financial analysis skills
- Client Focus & Relationship Management
o Ability to interact with a wide range of client staff, including senior levels
o Ability to manage conflict and balance between client and firm requirements
o Has a customer service-oriented attitude
- Team Leadership
- Project Management & Organizational Skills
o Proven ability to manage multiple and complex operational matters on a daily basis
- Problem Solving & Strategic Thinking
o Analytical, proven ability to solve problems using a quantitative approach
o Understands the interrelationships between operations and critical systems
o Understands the criticality of the banking and financial environment and how solutions can impact operations
o Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
- Strong communicator – Good presentation skills and possesses strong verbal & written communication skills also an active listener
- Passion for quality – has an eye for detail to make sure the best delivery of services
- Self-motivated; confident & energetic
- Ability to work across multiple matrix reporting environments and prioritise activities accordingly
- Ability to effectively deal with stressful situations
- Flexible – able to adapt to rapidly changing situations
- Strongly goal-oriented – able to focus on meeting all performance targets
- Is a team player – able to cooperate and work well with others to meet targets
- Proven ability to initiate and follow through with improvement initiatives
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge status quo
Client staff
JLL account team (Locally)
JLL account team (Regionally)
Vendor staff
REPORTING TO
Sub Regional Account Director
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
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