Regional IFM Lead

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Department/Client Account

IFM Client Account

Line Manager

Global Account Director

Number of Subordinates

Line manager duties for a select region in the portfolio with operational responsibility for all FM staff on the account.

Job Summary / Goals

Provide operational leadership and ensure the account objectives are met in across the portfolio in line with the MSA and agreed KPI’s.  Acting with high degree of autonomy and minimal supervision develop procedures and determine methods for achieving these objectives. Responsible for service delivery of full FM services across and act as the primary operational point of contact.

As a member of the Client Senior Account Management Team there will be regular management meetings (conference calls) convened to discuss all Account action items and you will be responsible for communicating and following these actions through to completion with the FM team.

This role sits at the Client’s Global HQ in Midtown Atlanta.

Essential Duties and Responsibilities

- Responsible for overseeing team operations to cultivate a culture centered on safety, customer service excellence, regulatory compliance, enhanced human experience, and superior quality delivery.
- Expected to lead a highly matrixed organizational structure while demonstrating an entrepreneurial mindset across technical, soft skills, and experiential services. This includes comprehensive oversight of client capital and operating budgets for the region, along with diligent monitoring of account performance per Account P&Lmetrics.
- Accountable for experience strategy formulation and daily service delivery coordination for regional employees and guests, encompassing reception/concierge services, community management, amenities coordination, wellbeing programs, food service operations, and meetings/events management within designated scope.
- Develops comprehensive regional business plans designed to enhance employee engagement and productivity while achieving standard cost management and risk mitigation objectives.
- To manage, train, motivate and develop regional teams capable of delivering the clients requirements. Provide support to this diverse team and ensure that there is regular communication with team members.
- To be responsible for ensuring all staff and contractors are aware of, and comply with, their responsibilities in the Region.
- To establish effective lines of communication with Client staff across the sites they manage and ensure service standards meet or exceed client expectations.
- To review performance and financial statistics for regional sites, working with the team to resolve any problems that arise. Provide accurate information and comprehensive variance analysis to support the Client forecast process (Outlook).
- Responsible for the preparation of annual operating and capital budgets in the Region.
- To establish close working relationships with Service Providers and co-ordinate feedback on their performance, communicating with the Sourcing team to ensure service providers overall performance can be monitored and managed.
- To personally inspect the site(s) on a planned and ad hoc basis to ensure the client's needs are being met, appraise the performance of the team and provide management support.
- To ensure all Service Providers are fully aware of, and operate within, the JLL Quality system.
- To introduce initiatives and encourage a continuous improvement philosophy across the Region, acting as a point of co-ordination and communication.
- To implement FM 'best practise' based on recommendations from the JLL central team and from the client where appropriate.
- To liaise with the client and any appropriate specialist resources regarding any project work or special circumstances that may arise.
- Meet health and safety responsibilities as defined in the JLL IFM company procedures
- Accountable for ensuring all staff and contractors operate in compliance with JLL Environmental, Health & Safety policies and procedures and with local, national or European EHS legal requirements.
- To ensure that all regional staff directly or indirectly employed on the contract carry out their duties in a way that causes minimum disruption to the staff of Client and their customers, respecting and enhancing the reputation of the Client within the local or wider community.
- To review Business Continuity plans for regional sites to ensure that services under the control of JLL, and relied upon by the Client, can adequately support the Client in the event of an occurrence.
- Develop and maintain positive relationships with Client representatives.
- Act as a member of the senior management team for this significant client account.  Be a team player and contribute to a constant improvement philosophy.
- Promote use of the Quality Management System and ensure compliance.  Provide feedback and development towards continuous improvement
- Carries out any other duties as required by the Account Director to ensure the smooth running of the Account

Additional key Duties And Responsibilities

- Take the lead on energy procurement and compliance activities.
- Take the lead on ensuring statutory compliance relating to Hard and Soft service delivery.
- Support the Account Director in organising and managing Business Development activities and special events.
- To assist with the JLL and Client Business Continuity and contingency plans including out-of-hours emergency response call-out & escalation procedures etc. to ensure JLL can continue to deliver all services to Client and can adequately support Client in the event of an occurrence.
- To be available outside of normal operating hours when required to resolve emergencies as fast as possible in a professional way.
- To be available to travel to sites located within the portfolio as required.
- Act as the account SPOC for other JLL teams such as Quality, Engineering, EHS, Sourcing and other teams as required.
- Ability to manage multiple projects and priorities
- Ability to network at all levels within the organization
- Flexibility and adaptability to changing business requirements is a perquisite for this role
- Ability to display initiative, confidence and professionalism in all dealings

Key Performance Measures

- Key Performance Indicators including 360Facility performance.
- Compliance with the Health and Safety responsibilities.
- High Customer Satisfaction rating as measured in regular surveys.
- Compliance with service provision as detailed in the contract.

Skills

- Languages: Must be fluent in English
- At least degree qualification in relevant discipline.
- Excellent organisational skills required.
- Sound technical knowledge in all building technologies such as HVAC, Mechanical and Electrical systems and Fire and Life safety systems including control strategies and best practise.
- Sound Knowledge of soft service delivery and standards including security and best practise
- Strong interpersonal skills with training experience to guide multifunctional teams.
- Interest in continuous learning of new technologies.

Competencies

Excellent PC skills, proficient in Microsoft Word, Excel and PowerPoint.

Sound knowledge of accounting and operational budgeting principles with experience of Zero Based Budgeting being an advantage.

Experience

Minimum 10 years’ experience in a facilities Manager position with experience of managing direct reports.

Qualifications

University graduate or equivalent qualifications with mechanical, electrical or facilities management disciplines being an advantage.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Location:

On-site –Atlanta, GA

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  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. Some of these benefits include:

- 401(k) plan with matching company contributions
- Comprehensive Medical, Dental & Vision Care
- Paid parental leave at 100% of salary
- Paid Time Off and Company Holidays
- Early access to earned wages through Daily Pay

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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