General Manager

This job is with JLL, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. JLL empowers you to shape a brighter way. Our people at JLL 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.

The General Manager is the primary responsible person for delivering all operations and customer-related services to the building and its occupants, ensuring that facilities services accord with best practice standards as defined by JLL and the building owners. As JLL's and the building owners' ambassador, the General Manager will maintain and promote the property's position in the locality as best in class for occupiers to work in, working closely with senior representatives of building tenants, building owners' representatives, and the broader JLL Property & Asset Management Team.

The General Manager will play a critical role within our growing property management team, working proactively and using initiative in a highly competitive, fast-paced and dynamic work environment.

The General Manager has line management responsibilities for the on-site Facilities Management team. Reporting to the JLL Client Lead FM, the General Manager will be the representative for specified key client/occupier issues and will work alongside several client-focused teams including Property Managers and Client Accountants. The GM will typically manage approximately 2 direct reports, with specific roles to be determined based on property requirements.

• Client Service
  • Understand the client's objectives and instructions, ensuring alignment of all operational activities with client expectations.
  • Assist in client reporting concerning all on-site operational issues and act as the primary point of contact for client communications.
  • Act as lead for the client in all matters relating to property operations to establish and enhance brand image.
  • Maintain and promote the property's service delivery and position it in the locality as best in class for occupiers to work in.
• Customer Experience
  • Establish and manage a property strategy providing high standards of customer service that enhances customer experience and develops a property partnership community.
  • Regularly meet with occupier representatives to fully understand their wants and needs, and manage on-site service partners to ensure optimal customer satisfaction.
  • Liaise with the client to undertake periodic customer feedback sessions and respond to achieve positive outcomes.
• Operations & Supplier Management
  • Lead, develop and inspire the on-site FM team to deliver high standards of service and ensure KPIs are met across all areas of on-site operations.
  • Deliver all landlord operations including planned preventative maintenance, reactive maintenance, and statutory compliance.
  • Manage and coordinate all on-site contractor activities, ensuring compliance with building standards, health and safety requirements, and service level agreements.
  • Build effective working relationships with key suppliers, coordinating with specialist teams to maintain building systems and infrastructure.
• Team Leadership & Development
  • Provide visible leadership to the on-site team, fostering a collaborative, high-performance culture.
  • Conduct regular team meetings, performance reviews, and development planning; recruit, train, and develop team members to build capability.
  • Promote health, safety, and wellbeing across the team and building community.
• Financial Management
  • Support budget preparation and forecasting, monitor expenditure against budget and implement cost control measures.
  • Identify opportunities for operational efficiencies and value enhancement, and support client financial reporting requirements.
• Risk & Compliance Management
  • Ensure full compliance with all statutory obligations, health and safety legislation, and building regulations.
  • Conduct regular inspections and audits to identify and mitigate risks, and manage incident reporting and investigation.
  • Ensure all required certifications, permits, and documentation are current and accessible.

• Proven commercial management experience in property or facilities management roles, with a strong understanding of building operations, maintenance, and compliance.
• A proven track record in managing and motivating on-site operational teams and managing service charge budgets.
• A track record of implementing successful customer-oriented activities with a commitment to delivering exceptional service.
• Excellent stakeholder management skills, with the ability to build effective relationships with clients, occupiers, contractors, and internal teams.
• Inspiring leadership qualities with experience in team development, driving continuous improvement, and supporting change.
• Strong commercial and financial acumen, with an understanding of budget control, service charge management, and value creation.
• A proactive approach to problem-solving, with strong organizational skills to prioritize demands and deliver results under pressure.
• Health and safety qualifications (e.g., NEBOSH, IOSH) are highly desirable.
• Membership of relevant professional bodies (e.g., RICS, IWFM) or a relevant degree is advantageous.