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FM Workplace Services Director

2 months ago

London, Greater London, United Kingdom JLL Full time

Job Summary:

The FM Workplace Services Director will be a key member of the Client Senior Management Team, responsible for developing and delivering strategies to advance the overall performance of the managed portfolio. This role will oversee the management of all FM services across the portfolio, building and maintaining effective relationships with internal and external stakeholders.

Key Responsibilities:

  • Direct and manage the FM team, ensuring they operate at expected standards and achieve desired outcomes.
  • Provide leadership to the team, maximizing effectiveness and efficiency through performance feedback, personal development plans, and relevant training.
  • Recruit, resource, and plan the team to ensure they are fully resourced and working efficiently.
  • Ensure all staff and service partners receive dedicated training and site inductions.
  • Develop succession plans for key team members.
  • Work with the team to identify new ideas to improve FM capabilities on the Aviva portfolio, reviewing processes and making recommendations for improvement.

Client Service:

  • As part of the Senior Management Team, ensure strategic FM operational issues are shared, highlighting potential client/occupier impact and proposing resolutions.
  • Prepare and deliver the FM contribution to the JLL/AI Business Plan, working closely with the Aviva Investors Client Lead.
  • Work closely with the Customer Experience Lead to ensure the FM team is engaged in customer service initiatives across the AI portfolio.
  • Work closely with the ESG Lead to ensure the FM team has the necessary skills, knowledge, and competencies to deliver to AI's strategic objectives for the portfolio.
  • Ensure all elements of the Property Management Agreement with AI are understood and complied with by the team, and fees are claimed in a timely manner.
  • Ensure the FM team delivers an excellent customer experience to both AI and its customers, measured by feedback from occupiers and AI in relation to building performance and execution of duties.
  • Ensure the timely and accurate delivery of management information to AI and JLL senior management, in support of asset plans, retail reports, monthly reports, client annual reports, and other reports or information as required.

FM Operations:

  • Operateally manage the outputs and performance of JLL, meeting its various responsibilities under the property management agreement and FM statement of works.
  • Ensure a high standard of service is achieved through best-in-class leading performance to the agreed KPIs.
  • Regularly report key team issues to AI, including organizational structure, staff changes, and team initiatives.
  • Where appropriate, share information and facilitate cross-selling opportunities for additional services and explore with AI additional service provision opportunities.
  • Explore service delivery efficiencies in team structure, use of technology, and process to release efficiencies on behalf of AI and JLL.
  • Work alongside and aligned to the ESG Lead, ensuring the sustainability agenda is fully embraced by the team and that they are fully aware of the drivers for change.
  • Ensure the procurement of all service providers for the portfolio is undertaken in accordance with the AI agreed procurement programme. Review service contracts as appropriate.
  • Work with the service partners to ensure they are the best they can be and to encourage new ideas. Ensure they provide a consistently high standard of service and work collaboratively with JLL as one team in the delivery of services across the AI portfolio.
  • Ensure the smooth transition of properties into and out of management.
  • Ensure there is a policy providing emergency and out of hours cover for the portfolio.
  • Ensure all AI and JLL approved risk management and safety programmes, policies, and procedures are enacted and adhered to.

Financial Management:

  • Ensure the FM team provides service charge budgets, expenditure monitoring reports, and year-end reconciliations to the agreed timelines and standards.

Qualifications:

  • Leadership skills: leading by example with strong influencing, negotiating, and change management skills.
  • Ability to prepare and implement a team business plan.
  • Problem-solving: ability to remain calm and focused in dealing with reactive matters and troubleshooting.
  • People skills: approachable, empathetic, diplomatic, and a good listener.
  • Customer Service: ability to demonstrate and deliver excellent customer service skills.
  • Previous experience in managing premium assets, with a demonstrated record of accomplishment of success.
  • A high level of financial aptitude, commercial acumen, analytical skills, and computer literacy with the ability to manage an independent profit centre.
  • Previous experience preparing detailed asset plans, complex budgets, and comprehensive reports.
  • Detail-oriented, systematic, and diligent in approach to business and reporting.
  • Adept at managing the change process to a diverse group, promoting best practice and strategic advice where appropriate.