Asset Experience Manager – Community Deputy at JLL in London

Position Overview: The role combines line management, strategic oversight and hands-on operational delivery for complex commercial property portfolios. You will manage a community of Asset Experience Managers, provide senior-level support and ensure continuity of service excellence.

Key Responsibilities

• Community Support & Development: Provide line management and day-to-day escalation support for designated direct reports. Act as senior advisor and mentor to less experienced Asset Experience Managers. Deputise for the Lead Asset Experience Manager during absences to maintain leadership continuity. Contribute specialised expertise and support knowledge sharing, best-practice implementation and continuous improvement initiatives.
• Strategic Client & Asset Management: Collaborate with Royal London asset manager to set strategy and engage subject-matter experts. Serve as main point of contact, manage client relationships and ensure professionalism and accountability. Identify opportunities to support client needs, revise and improve on-site service offering. Maintain clear grasp of client portfolio strategy, drivers and articulate these to the wider team.
• Customer Management & Experience: Primary point of contact for all customer enquiries, concerns and service requests. Proactively enhance customer experience through amenities, services and programming. Act on customer feedback to create a productive, engaging environment. Collaborate with RLAM CX Strategy Director for training and CX implementation opportunities.
• Financial Management & Service Charges: Work with JLL Accounts on financial accountability, cashflow management and credit control. Provide strategic advice on customer debt recovery and support Accounts Receivable. Prepare and manage service charge budgets, reconciliations and supplier payments processes. Maintain financial trackers, utility recharges, turnover and commercialisation accuracy.
• Lease and Legal Management: Liaise with Data Management and Central Shared Services on complex lease queries. Recommend lease solutions and manage customer applications, including alienation and alterations. Ensure compliance with lease covenants and resolve valuation-related matters. Back up with legal, building surveying and other advisers as required.
• Health & Safety and Compliance Management: Conduct monthly and void inspections, manage E-Permits (permits-to-work) and support ISO14001 compliance. Coordinate LRQA audits, manage accidents/incidents reporting and follow-up. Ensure compliance with health and safety legislation and implement measures.
• ESG and Sustainability: Implement ESG initiatives aligned with client strategy and JLL responsibilities. Assist with sustainability reporting and compliance requirements. Support Asset Sustainability Plans, ESG Database and risk assessments.
• Supplier & Contract Management: Represent site level for framework partner meetings and service delivery standards. Manage contract variation initiatives and collaborate with Costs, Soft Services and Technical Managers.
• Property Operations & Inspections: Conduct regular inspections per client and JLL KPIs and submit written reports via Vision. Maintain property presentation standards and coordinate void management activities.
• Transactions and Transitions: Handle due diligence, support disposals, acquisitions, letting agents and other third parties. Lead transition meetings and maintain readiness for sale packs.
• Insurance Management: Implement insurer requirements, manage claims, accident book records and CCTV provision. Review and supply contracts for the central insurance team.
• Technology: Utilise tools such as Yardi, Riskwise, Prism, Deepki, Workflow and other prospective systems.

Skills & Qualifications: Proven experience in line management, performance management and coaching within property teams. Ability to lead operational changes, new processes and cultural initiatives. Experience across multiple teams or communities to drive consistency and knowledge sharing. Strong judgement in assessment and escalation of complex issues. Expert knowledge of commercial property management, building systems, maintenance planning and facility management. Strategic portfolio planning, optimisation and risk management experience. Expert knowledge of RICS standards and ability to apply them in complex situations. Comprehensive understanding of regulatory frameworks, compliance governance and health & safety legislation. Knowledge of sustainability standards, ESG strategy implementation and reporting. Familiarity with property management technologies, reporting systems and relevant legislation. Strong interpersonal and communication skills for managing up, down and peers. Capability to delegate effectively while empowering team members. High self-awareness, empathy, conflict management and relationship building. Ability to balance portfolio responsibilities with leadership duties. Strategic vision aligned with business objectives, organisational ability and attention to detail. Decisive leadership under complex decisions with collaborative style. Client intimacy and advisory mindset prioritising service excellence. Entrepreneurial mindset with problem-solving approach to operational challenges. Accountability for performance, business outcomes and professional integrity. Inspirational leadership that motivates high performance with resilience under pressure. Commercial acumen balancing quality of service and profitability.

Benefits: Personalised benefits supporting well-being and growth, including mental, physical and emotional health initiatives, flexible working arrangements and professional development opportunities.