Responsibilities
Operations & Service Delivery Management
- Oversee operations across all assigned sites ensuring alignment with regulatory and operational standards.
- Ensure timely execution and closure of major works and operational activities at sites.
- Maintain site quality, appearance, and service consistency across locations.
- Track and ensure closure of all operational action items and audit findings.
- Ensure implementation of Integrated Management System (IMS) and standardized SOPs.
Client Relationship Management
- Manage client relationships in coordination with site teams.
- Ensure adherence to meeting schedules and timely closure of open client points.
- Handle occupant concerns, communication, and resolution of issues.
- Maintain high levels of client satisfaction and engagement.
Financial Management & Revenue Growth
- Meet financial targets for the account and support revenue enhancement initiatives.
- Identify new business opportunities and avenues for revenue generation.
- Monitor budgets, costs, and financial performance of accounts.
Governance, Compliance & Audits
- Conduct routine and surprise audits to ensure SOP compliance.
- Ensure timely submission of MIS, reports, and operational data.
- Ensure closure of audit observations and compliance gaps.
- Ensure adherence to all JLL and client governance frameworks.
People Management & Capability Development
- Support team performance evaluation, succession planning, and development initiatives.
- Ensure implementation of training calendars across sites.
- Promote a culture of recognition, accountability, and continuous improvement.
- Manage attrition and ensure workforce stability across sites.
Vendor & Resource Management
- Manage vendor performance to ensure SLA/KPI compliance at optimal cost.
- Ensure background verification and onboarding compliance for vendor resources.
- Ensure uninterrupted service delivery through effective workforce planning.
- Track savings initiatives and ensure cost optimization.
Technology & Process Improvement
- Ensure implementation of JLL digital tools and technology platforms at all sites.
- Drive process improvements and best practices across accounts.
- Support adoption of automation and efficiency enhancement initiatives.
Reporting & Communication
- Ensure timely submission of reports and MIS to stakeholders.
- Maintain effective communication with internal and client management teams.
- Ensure timely escalation and resolution of operational risks and issues.
Strategic Initiatives & Culture Building
- Drive JLL initiatives such as CSR, Diversity & Inclusion, Safety Week, etc.
- Support emerging business opportunities by identifying leads.
- Promote JLL values, culture, and continuous learning mindset.
- Participate in industry learning, workshops, and knowledge enhancement programs.
