What this job involves
You will be in charge of the entire bouquet of Property Management Services provided at the site. Your role will be to ensure smooth operations at the facility/site by enhancing efficiency using innovation and technology. Your role will encompass and not be limited to:
Roles & Responsibilities
Submit your site MBR data to the Operations Manager by the 1st of each month.
Submit your site safety cross data to the Operations Manager, Fire & Safety SME, and EHS SME by the 1st of each month.
Submit the attendance of service partners teams with proper approval by the 1st of each month.
Follow up with service partners for E-Invoices and approve them on or before the 4th of each month.
Submit your site attendance and cost sheet to the client for approval by the 5th of each month.
Upload the approved cost sheet on the Overview portal by the 7th of each month, informing the JLL finance and operations teams via email.
Submit your site MMR by the 9th of each month.
Submit KADence data on the Overview portal by the 10th of each month without fail.
Submit CIEL staff attendance to CIEL HR by the 15th of each month.
Follow up with CIEL HR for their invoice and approve it on or before the 20th of each month.
Follow up with the finance team for JLL invoices and submit them to the client on or before the 22nd of each month.
Conduct JLL performance evaluations with the client and vendor partners by the 15th of each month.
Maintain an invoice tracker and follow up with the client for outstanding payments, ensuring receipt within 45 days after submitting the JLL invoice.
Conduct a MMR review with the client in the presence of the Operations Manager.
Conduct Quarterly Business Reviews (QBR) and Annual Business Reviews (ABR) with the client in the presence of the JLL Operations Manager and City Lead.
Staff Management
Raise requisitions on Workday for any resignations from JLL/CIEL site staff.
Ensure that you and your subordinates mark attendance on the Overview portal daily and approve site staff attendance by the 15th of each month to ensure smooth salary processing.
Initiate the contract renewal process two months before the site contract expires, including taking approval for the revised salary structure of JLL staff and sending it to the Operations Manager for further processing.
Align candidates for the client interview process upon receiving a resignation from any site staff, ensuring a smooth handover and takeover process.
Operational Duties
Conduct daily site rounds and share observations with the client and JLL operations team, including an action plan.
Ensure each Subject Matter Expert (SME) visits your site twice a year and submit audit closures within 15 days of completion. Review the audit report with the client in the presence of the respective SME.
Be transparent with your Operations Manager regarding any site information and send daily reports via email/WhatsApp/phone.
Timely upload all vendor or AMC contract agreements in the Overview compliance module.
Report any site incidents immediately to your Operations Manager and the JLL WhatsApp incident group. Upload the incident report with Root Cause Analysis (RCA) on the CMO portal within 24 hours.
Handle resident service requests or complaints politely and diplomatically, taking feedback from residents or clients on every complaint.
Maintain a site master tracker and send it to your Operations Manager every month on or before the 10th.
Mark your and your subordinates leaves on the Workday portal and email the client and Operations Manager for approval.
Ensure no manipulation of site documentation or information and adhere to ethical standards; violations related to money, POSH, or the use of alcohol, tobacco, or drugs at the site will result in immediate termination.
Communication and Training
Reply to every email within 24 hours.
Conduct subject matter training with the respective site HOD & site staff and upload the training data on the Overview portal.
Ensure service partners conduct training for ground staff twice a month, collecting training attendance sheets and evaluations, and uploading the data on the Overview portal.
Identify site loopholes and discuss action plans and solutions with clients.
Create a vendor pool through PAM activity groups, the JLL vendor database, and personal connections, ensuring submission of three proposals with vendor details to the client. Ensure vendors are registered with JLL or have written feedback from any site lead or Operations Manager.
Technology and Reporting
Prepare a 52-week Planned Preventive Maintenance (PPM) planner and implement it at your site.
Implement JLL technology platforms such as Overview, Evolution, KADence, Compliance Portal, and CMO at your site, completing all tasks before escalation from the JLL RO.
Send DMR and fill in PPM data on Evolution as per the schedule. Three escalations related to DMR & Evolution will result in a warning letter from your Operations Manager.
Emergency and Safety Procedures
Conduct fire mock drills at the site twice a year, ensuring fire tanks are full and fire & safety equipment is in good condition.
Form an Emergency Response Team (ERT) and display daily updates of the ERT team at the site.
Conduct handover and takeover processes from the developers project team or any previous agency as per the JLL HOTO checklist, informing JLL RO team and the client of any deviations.
Implement all JLL manuals, SOPs, and safety plans at your site, and communicate the same with the client.
Community and Client Engagement
Prepare an event calendar of festivals, ESG, and CSR activities for society engagement.
Implement one best practice at your respective sites every month.
Provide a revenue generation plan to the client and implement it at the site.
Create Minutes of Meeting (MOM) for every meeting and provide updates on a weekly basis.
Follow the to-do list or PM tracker which includes clients concerns.
Work closely with your site team and Operations Manager without losing your temper, avoiding harsh and abusive language with colleagues, seniors, and clients.
Broadcast information before any event or activity to the client and send a newsletter after the event or activity.
Ensuring manpower at the site is enabled to face challenges by guiding, grooming, developing and supporting them as and when required.
Formulating suitable budgeting controls and Monitoring SLAs & KPIs for JLL and outsourced agencies towards effective service deliverance.
Maintaining service level agreements and keeping performance indicator scores above excellence.
Ensuring timely renewal of the agreement, submission of invoices and follow-ups for the payments.
Overseeing all vendor quotations and invoices.
Ensure proper signoffs for attendance and all the required details for cost sheet submission.
Ensuring timely submission of client approved cost sheet to JLL office and following up for the invoice.
Ensuring Accuracy of billing information.
Manpower planning for the site (playing a major role in their hiring process etc.)
Conducting daily site rounds to ensure proper maintenance of all structures/ building facilities and services are carried out.
Ensure proper teamwork for all the facilities.
Assisting client SPOC in creating the annual budget for site operations and formulating strategies for effective management.
Reviewing and ensuring data (hard and soft copy)/ e-mails/ client files are updated.
Dealing with occupants queries in verbal/ written form.
Ensuring robust complaint management process is in place and is followed meticulously
Communicating and circulating information to occupants authorities on operational complications.
Ensuring health and life safety regulations/ manuals are adhered on site
All risk assessment recommendations are implemented and enforced for compliances.
Creating business continuity plans.
Resolving emergency maintenance matters with urgency.
Maintaining exemplary relationship management with projects, consultants, contractors, govt. authorities, statutory agencies for ease and smooth operations and maintenance of the property.
Creating and submitting the daily management report (DMR) and the monthly management reports (MMR).
Coordinate and maintain the as-built drawing and transition document library.
Work closely with the regional RO / HO / SME/ Training teams and ensure closures of all required reports.
Facilitate the services under the Slogan No Safety No Work.

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