General Manager in London

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JLL are currently recruiting for a General Manager for one of our exciting client sites in Paddington. The General Manager (GM) is the primary responsible person for FM operations delivering all operations and customer related services to the building and its occupants and through the on-site team will be responsible for ensuring that facilities services accord with the best practice standards as defined by Jones Lang LaSalle (JLL). The GM will be JLL’s and the building owners ‘Ambassador’ and maintain and promote the property’s position in the locality as best in class for occupiers to work in. The GM will have a close working relationship with senior representatives of the building tenants and the building Owners representatives. Reporting to the Senior Facilities Manager, the GM has line management responsibilities for the on-site FM team and will be the representative for specified key client/occupier issues. The GM will work in several “virtual teams” with the client focussed teams of Asset and Property Managers, Surveying Executives and Client Accountants.

Key Responsibilities and Deliverables

• Client Service
  • To understand the Client’s objective and instructions in relation to the property.
  • To assist in Client reporting concerning all on-site operational issues and customer relations.
  • Act as lead for the Client in all matters relating to the operation at the property to establish and enhance brand image.
  • Support Client’s vision for the property, ensuring the on-site Team acts as facilitator in the delivery of CAPEX projects.
  • Co-ordinate exceptional expenditure projects (PPMP).
• Customer Experience
  • Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community.
  • Regularly meet with the building occupier’s representatives to fully understand their wants and needs within the property.
  • Manage the buildings on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs.
  • Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction.
• Operations Management
  • Lead, develop and inspire the on-site FM team (both directly employed and sub-contracted) to deliver high standards of service at the property.
  • Ensure KPIs are met and service excellence is delivered throughout all areas of on-site operations.
  • To be responsible for the implementation of agreed best practice in accordance with JLL’s Facilities Management Best Practice policies in the following areas: accounting service charge financial management practice, information/communications, procurement, operations, repair & maintenance, socially responsible management, customer focus experience and human resources (training and development) ensuring:
  • standard systems and procedures
  • customer service delivery
  • standard documents and templates
  • audit and inspection
  • reduction of risk
  • consistent high standards of service delivery (and their measurement)
  • improved reporting to clients
• To ensure readiness for sale dealing with due diligence enquiries on disposal and lettings from a facilities operations perspective.
• Create an ‘ambassadorial’ role with the customer (occupier) representatives, the Merchant Square Estate Team and in local industry business groups, Local Authority and community/civic stakeholder meetings as appropriate.
• Inform the Property Manager of any occupier matters that may influence valuation/investment considerations including assistance in monitoring Tenant’s occupiers’ compliance with covenants.
• In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, is delivered to JLL accounting practices. To include the administration of non-recoverable budgets.
• To understand the principal terms of occupier’s leases as they affect the facilities property management of the property building and the Client’s obligations to provide services including clarity on the extent of the common areas.
• Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s PAM procurement policy to ensure the highest standards for the best value. This will include the use of accredited Contractors only, usually based on framework agreements, and JLL’s purchase ordering systems. Monitor contractor performance against agreed standards. Review service contracts as appropriate.
• Ensure establish and maintain high quality health and safety practices, in accordance with best practice guidelines from central support under the JLL’s risk management programme and the RFM.
• Ensure all risks identified in the independent Risk Assessment are properly addressed and to review risks as part of JLL’s audit process and Site Compliance inspections.
• To work with other appropriate aspects of JLL’s ‘Socially Responsible Management’ programme. Ensure these are implemented in relation to environmental & sustainability policies.
• To ensure reactive maintenance and day-to-day service requirements are undertaken in a timely and cost-effective manner.
• Be familiar with all heating, ventilating, mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment. To ensure maintenance contracts in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees.
• Where required, work with building surveyors/architects/consultants on major works.
• With the Property Manager, identify and arrange minor planned works.
• Maintain, test and implement major incident plans to cover all emergencies.

Required Qualifications, Skills and Experience

• Strong management experience gained within a high profile commercial environment.
• Excellent customer service skills and a track record of implementing successful customer orientated activities.
• Demonstrate a strong good understanding of building design and base build management.
• Member of IWFM.
• NEBOSH/IOSH qualification.
• A proven track record in managing and motivating on-site operational management teams.
• Experience of managing service charge budgets and major CAPEX projects.
• Strong commercial acumen.
• Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets.
• Accountable and resilient.
• Ability to work under pressure.
• Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly.