Regional Account Director

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Regional Account Director

What This Job Involves:

Summary

Deliver outstanding service both to clients and internally by leading, monitoring, and managing FM operations on account in APAC, with a focus on financial and team management/development, reporting, compliance, operations, service contracts, risk.  Be the primary point of contact for client leadership team in the region. Drive execution of Human Experience and Operational Efficiencies in alignment with client expectations and JLL objectives and commitments on the account. Develop and maintain outstanding relationships with client stakeholders. Work in close collaboration with other services providers to ensure integration cross functionally and seamless delivery of JLL services to client in the region.

Service Delivery

• Ensure a strategic business plan for the delivery of the services across all client portfolios and be responsible for the delivery of that plan as required.
• Drive a service excellence culture within the delivery and operational management teams.
• Drive the human experience programme across client account in the region ensuring our site teams are passionate about delivering a great experience on a daily basis.
• Ensure compliance with all client contracts, meeting or exceeding Key Performance Indicators (KPIs) and any Joint Business Plan.
• Ensure the processes and procedures within the account are monitored and updated. Continually review processes and procedures across the accounts for best practises and consistency
• Work with client teams to create an environment that drives continuous improvement and innovation.
• Ensure all contractual and ad-hoc reports are delivered on time.
• Ensure all accounts manage and that contractor staff at all times meet the standards and expectations of the Client and JLL.
• Control and management to ensure contractors and their staff are on/off boarded and inducted appropriately and that all permitting and working requirements are adhered to.
• Monitor Planned Preventive Maintenance plan in conjunction with local laws, regulations, and standards. Regularly engage with JLL’s EOS team to ensure that schedules are compliant as per the above.
• Ensure client specific BCP for JLL is up to date and implemented; awareness and participation as required in any planned or unplanned building.
• Ensure all safety procedures, including Crisis Management and Emergency Procedures, are implemented, and maintained at all times.

Financial Management

Oversight across the account portfolio for the delivery and expenditure of the supply chain and accountable of the quality of services delivered

Participate and set the budgets for the delivery of services and ensure compliance to those budgets.

Participate in regular forecasting and accrual activities.

Ensure all financial reports are accurate and timely as per the agreed timeline set out under the agreement.

Ensure costs are managed within approved budgets.

Putting Clients First—Always

Client satisfaction is second nature to us, that’s why you’ll make sure that we build and maintain strong strategic relationships with our client and other stakeholders. You’ll be the single point of contact for our regional service delivery. As such, you must develop deep understanding of the clients’ key business drivers influencing their decision making process and how such decisions relate to their requirements for our services. You’ll also see to it that our clients’ outsourcing needs and our own objectives for the account are perfectly in sync. As global CRE client team are based in the US a willingness to attend occasional night meetings.

Devising win-win solutions for all parties

You’ll be a steward to our client, looking after their financial interests by developing property budgets and forecasts based on their finance calendar. You’ll play a pivotal role in helping our clients achieve their financial goals—be they revenue, expenses, debtor or growth targets or working with your team to create great HX programme, based on client's specific portfolio. As you tend to our clients’ best interests, so should you represent ours by being on the lookout for opportunities to cross-sell our other services. Collecting fees from clients and tracking outstanding payments also fall on your shoulders.

Staying at the forefront of operational excellence

You’ll be the main visionary and strategist for our regional plans. As such, you must understand the clients’ business needs inside and out. You’ll be the go-to person for the overall operations—taking charge of all the resources—including technology, manpower and standard operating procedures—needed to run the operations smoothly and seamlessly.

Driving Team Success

Apart from the technical aspects of the role, you’ll also create a culture of collaboration, positive learning and teamwork. You’ll identify your team’s strengths and improvement areas, leading them to excellence through coaching, feedback and recognition. You’ll be the heart of the team, resolving conflicts among members and ensuring that respect for individual differences always prevails. Most important, you’ll lay the groundwork for the future, ensuring we have the next generation ready to move up (or across) and fill roles at the company.

Becoming a trustworthy authority

Do you have what it takes to be a governance champion? If so, you are perfect for this role! Particularly, you must ensure all parties uphold their duties stated in the contract. You're also the one managing the governance process for the account. As such, you’ll rally the team toward achieving the agreed key performance indicators, service levels and other compliance measures. How to roll out change control process effectively is also another challenge you need to take on.

Sound like you? To apply you need to be:

We uphold excellence in everything we do—and we’re always on the lookout for people who share our values. To fit this role, you should be a:

Seasoned Expert

You have at least ten years’ experience in facilities account management under your belt. Likewise, you are a pro at handling complex account structures and client sensitivities. You are also an ace on the technical and financial know-how of running a service delivery team.

You should have had good experiences in managing clients with ultimatum requests, deliver JLL services at global standard levels.

Critical Thinker

Does problem solving come naturally to you? In this role, you will need to come up with strategies in applying holistic approaches and long-term solutions for complex problems. You’ll also need excellent organisational skills to prioritise work and meet tight deadlines.

Compassionate Leader

Teamwork is a vital aspect of our brand, and we’ll expect you to value this as well. You’ll be the team’s anchor in difficult days and their proud leader in times of success. Most important, you’ll lead by example, and promote open, constructive, harmony and collaborative relationships at all levels within your team.  Large team management across a diverse region with multiple cultures is an important attribute.

CANDIDATE SPECIFICATION:  KEY SELECTION CRITERIA

Ideal Experience

• Preferred 8 years’ experience in Facilities Account Management
• Tertiary qualifications in Facilities Management / Engineering will be advantageous
• Has handled complex account structures, either running multiple teams, across multiple locations and countries
• Has experience in handling client and/or Firm sensitivities’ knowing when to escalate with urgency, or how to de-escalate certain risks
• Has demonstrated experience in balancing the interests of the client with those of the Firm
• Has experience in translating client needs into existing or new business growth
• Has handled a P&L

Critical Competencies for Success

• Technical Competence
• Understands all Technical Processes and impact on delivery services (SOW)
• Running of schedules, budgets, contracts, invoices, processes
• Quest for Excellence
• Problem Solving & Strategic Thinking
• Project Management & Organizational Skills
• Excellent planning & organizational skills to prioritize work and meet tight deadlines
• Account delivery optimization and continuous improvement
• Performance Management of the delivery team
• Ability to connect technical matters with monetary and business
• Capacity to deal with ambiguity and solve complex problems effectively
• Analytical, proven ability to solve problems using an objective approach
• Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

• Demonstrated superior client relationship skills –  able to interact and interact face to face with external clients
• Demonstrated superior people management skills – ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels
• Strong communicator – good presentation skills and possesses strong verbal & written communication skills (English & local language); also an active listener
• Self-motivated and confident, Gravitas, EQ
• Flexible – able to adapt and effectively deal with rapidly changing, stressful situations
• Proven ability to initiate and follow through with improvement initiatives
• Able to work independently and be a team player
• Exhibits honesty & trustworthiness
• Visionary, Clarity, Inspiration, Perspective, Oversight
• Energy, Pacing, Focus, Excitement

Location:

On-site –Singapore

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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