Country Account Lead

JLL empowers you to shape a brighter way .

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

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 Management
• •Deliver 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 Management
• •Manage 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 Management
• •Responsible 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 Management
• •Ensure 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 Management
• •Ensure 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 Management
• •Manage 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 Management
• •Prepare 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 Reporting
• •Ensure 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

Critical Competencies for Success

Client Focus & Relationship Management

o Demonstrates proactive & professional approach to customer service and stakeholder engagement

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

o Ability to lead team effectively, mentor and coach promoting open, constructive and collaborative relationships at all levels

Project Management & Organizational Skills

o Excellent planning & organizational skills to prioritize work and meet tight deadlines

o Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking

o Capacity to deal with ambiguity and solve complex problems effectively

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

KEY STAKEHOLDERS

Client staff

JLL account team (Locally)

JLL account team (Regionally)

Vendor staff

REPORTING TO

Sub Regional Account Director

Location:

On-site –Singapore

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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