Job Summary
Account Lead will oversee the entire bouquet of Property Management Services provided at the site. The role will be to ensure smooth operations at the facility/site by enhancing efficiency using innovation and technology. The role will encompass and not be limited to:
Job Responsibilities
- Responsible for overseeing the operations for all sites and to ensure that our operations are in line with regulatory requirements, internationally accepted best practices & applicable systems.
- Responsible for coordination with site team and ensure timely completion of Major and other works at sites
- Ensure look and feel at the sites.
- Customer Relationship Management in coordination with site team. Ensure adherence of meeting calendar and timely closure of open points
- Responsible for meeting financial targets for the account and support /find new avenues for increase in revenue
- Responsible for closing all audit findings
- Responsible for tracking and closure of open operational items
- Responsible for Implement MAD program
- Ensure implementation of IMS across sites.
- Ensure implementation of uniform SOPs / Account Plan across sites.
- Ensure implementation of new initiative/ best practices to improve efficiency and enhance service levels across all sites
- Ensuring uniformity of training calendar across all sites and conducting of trainings from SMEs, Sites and HO
- Ensure implementation of all JLL technological tools and ensure adherence at sites
- Ensure timely submission of reports from the sites.
- Attrition Management at sites
- Attend meetings, conferences, workshops and training sessions and reviews publications and audio-visual materials to become and remain current on the principles, practices, and new developments.
- Conduct routine and surprise audits of the sites to confirm the adherence of SOPs
- Ensure timely submission of MIS and related reports to respective stakeholder.
- Ensure timely response on mails, occupant concern resolution and minute of meeting circulation.
- Support JLL emerging business by sharing the leads of works taken up at the sites
- Demonstrate usage of training tool for self-development
- Inculcate the culture of appreciation
- Take part and drive JLL initiatives like D&I, CSR, Safety Week etc
- Imbibe JLL culture and values
- Support Account Director in people performance evaluation/assessment and succession planning
- Any other task / responsibility assigned by the management time to time
People Skills
- Team building and leadership
- Customer Service
- Interpersonal and General Management Skills
- Possess strong organizational, mentoring & relationship management skills while maintaining high standards of personal performance and professionalism with ability to relate to people at any level of business and management.
- Professional Motivation Team Management Customer Service Compliance
Vendor Management
- Management of contract resource to achieve Service Level Agreements to Key Performance Indicators at optimum cost.
- Background verification to be captured and filed for the new employee from vendors.
- Achievement of Contracted Service Levels and Performance Indicators.
- Achievement of contracted Customer Satisfaction expectations.
- Management of resource to ensure no disruption to client business.
- Achievement of savings initiatives if any.
- Delivery of Agreed Initiatives as per Client / Jones Lang LaSalle Initiatives Road Map.
- Achievement of performance goals as agreed with manager
Key Performance Measures
- SLA and KPI delivery
- Level of communication within the organization and with the client Management team
- Finance Management for both Client & JLL
- Continuous improvement in the following
- Morale and satisfaction of employees under management.
- Client satisfaction Internal & External
- Improvement and savings initiatives.
Qualifications
- Bachelor's degree/ Masters Degree or equivalent
- 15 years minimum prior relevant experience in facility / property management, preferred
- Exceptional customer service skills and professionalism with a passion for Account management.
- Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
- Excellent verbal and written communication skills with the ability to communicate professionally
- Excellent organizational skills and process management
- Ability to work independently strong prioritization and time management skills
- Ability to work with diverse teams lead by example; respectful, cooperative, accountable
- Ability to manage multiple priorities and deliver results in a fast-paced environment
- Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook)
