Asset Experience Manager

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Asset Experience Manager – Royal London Property Delivery

About the Role

• As an Asset Experience Manager within JLL's Royal London Property Delivery team, you will
• serve as both strategic leader and operational expert for commercial property portfolios. This
• comprehensive role combines client relationship management and strategic oversight with
• hands-on operational excellence. You will be the primary client relationship owner while
• maintaining direct responsibility for day-to-day property operations, customer relations, and
• team leadership.

Key Responsibilities

Strategic Client & Asset Management

Collaborate with the Royal London asset manager to set the strategy, calling on subject matter experts as required.

Act as main point of contact for Royal London asset manager(s) and lead relationships with professionalism and accountability.

Identify how JLL can support the client needs and requirements and discuss with JLL client relationship team on how JLL service can be revised and improved.

Maintain clear grasp of client's asset/portfolio strategy, drivers/values and articulate these to the wider team

Support emergency planning, business continuity, testing, and monitoring with emergency management support as required.

Customer Management & Experience

The role is envisaged as predominantly site based with key focus occupier visibility

Serve as the primary point of contact for all customer enquiries, concerns, and service requests, ensuring timely response and resolution while maintaining positive relationships.

Proactively identify opportunities to improve the customer experience through building amenities, services, and programming.

Act on customer feedback to create a productive and engaging environment that adds value to their occupancy.

Work with RLAM CX Strategy Director to utilise training opportunities and advise AM of CX implementation opportunities

Feedback all customer intelligence to the asset management team.

Financial Management & Service Charges

Work with JLL Accounts teams on financial accountability, cashflow management, and customer/supplier credit control.

Provide strategic advice to asset managers on customer debt recovery, with support from Accounts Receivable.

Prepare and manage service charge budgets and reconciliations according to RICS Professional Standard for Commercial Service Charges and client KPIs.

Support supplier payments via Proactis and manage supplier payments processes, including purchase orders and invoice approvals.

Oversee management of financial trackers, ensuring accuracy including utility recharges, turnover and commercialisation.

Respond to customer and consultant queries and challenges in a timely manner.

Lease and Legal Management

Liaise with Data Management team on complex and protracted lease queries

Provide application recommendations to the Asset Manager. Receive and analyse customer applications under the lease, including alienation and alterations.

Ensure customer compliance with lease covenants, including complicated or contentious perceived breaches

Resolve customer matters affecting valuation

Liaise with appropriate additional advisers as required (legal, building surveying etc.)

Working with RLAM JLL Asset Experience Services Team to ensure strong internal stakeholder relationship for efficiency of work whilst owning output to the asset manager.

Health & Safety and Compliance Management

Manage risk actions and undertake statutory compliance management.

Conduct / Arrange H&S checks (monthly and voids), including Site Safety

Checks/Inspections and Void Management Inspections. Utilising third parties where appropriative (void security)

Handle Accidents & Incidents reporting and follow-up.

Manage E-Permits (permits-to-work) system and support ISO14001 compliance requirements.

Coordinate LRQA audits and compliance activities.

Ensure compliance with health and safety legislation and implement compliance measures.

ESG and Sustainability

Support and implement ESG initiatives in alignment with client's ESG strategy and JLL's responsibilities.

Be aware of industry and legal obligations in relation to ESG.

Assist with sustainability reporting and compliance requirements.

Support Asset Sustainability Plans, ESG Database and Risk Assessments. Supplier & Contract Management

Lead representation at site level framework partner meetings, to ensure high standards of service delivery.

Responsibility for scope of services and contract variation initiatives, in conjunction with Costs Manager, Soft Services Manager and Technical Services Manager

Implement works associated with PPM (Planned Preventative Maintenance) report, including PPM Statutory & Regulatory projects.

Handle reactive works and fabric maintenance issues.

Manage quotes and work orders within designated authority levels.

Supervise projects and works activities, including management of risk and method statements.

Property Operations and Inspections

Conduct regular property inspections in line with client and JLL KPIs and submit written reports via Vision

Ensure high standards on all managed sites, flagging areas for growth and improvement

Support property presentation standards across managed sites

Coordinate void management activities with central support teams Transactions and Transitions

Handle property transitions, due diligence, and support disposals and acquisition processes

Support letting agents, solicitors and other third parties with queries

Lead transitions meetings (with Transitions team for SC properties)

Maintain overall accountability for Readiness for Sale packs, prepared by Asset

Experience Services function

Participate in portfolio sales/purchases Insurance Management

Handle on-site activities such as accident book records and CCTV provision

Review and supply contracts and gather information for central insurance team

Implement insurer's requirements, including improvements and repair/maintenance

Ensure claims are settled and funds applied to any insurance works completed

Technology

Utilise available tools to ensure quality, efficiency of output and optimise service to stakeholders

Prospective Technology tools will include applications for Accounting, H&S, Customer Relationship, ESG amongst others. Current prospective tools may include Yardi, Riskwise, Prism, Deepki and Workflow systems but may change with tech investments

Skills & Qualifications

Technical Knowledge

Good knowledge of commercial property management across diverse asset types and comprehensive understanding of building systems, maintenance planning, and facility management

Strategic portfolio planning and optimisation capabilities with comprehensive understanding of risk management in property contexts

Good knowledge of RICS standards with ability to interpret and apply to complex situations

Comprehensive understanding of regulatory frameworks, compliance governance, health and safety legislation

Knowledge of sustainability standards, ESG strategy implementation, and reporting requirements

Familiarity with property management technologies, reporting systems, and relevant property legislation

Personal Attributes

Strategic vision that aligns team activities with business objectives combined with strong organisational abili