Account Director

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. 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.

Job Summary/Goals

Provide outstanding service both to clients and internally by leading and managing client account teams with a focus on reporting, compliance, operations, service contracts, risk, financial and team management/development. Operational oversight of all accounts, senior management point of contact for assigned dedicated clients and teams. Focus and delivery on business growth, development and opportunities, profiling JLL and alignment with all service streams across regions establishing the OneJLL approach.

Essential Duties and Responsibilities

• Service Delivery
• Work in conjunction with the Account Management team to ensure continuous engagement and interaction with the client teams.
• Drive a service excellence culture within the delivery and operational management teams.
• Ensure compliance with all client contracts, meeting or exceeding Key Performance Indicators (KPIs).
• Ensure the processes and procedures within the client accounts (be they client or JLL owned) are monitored and updated as per the Master Services Agreement (MSA).
• Work with client teams to create an environment that drives continuous improvement and innovation.
• Monitor and keep all FMNA data current and up to date, ensure integrity of the data within being used to manage the accounts, including MI and maintenance of system drawings.
• Ensure all contractual and ad-hoc reports are delivered on time, track reporting compliance.
• Ensure internal JLL reporting is collated and submitted 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.
• Work with the account teams to monitor all operational activity including statutory compliance & PPM plans 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 JLL HSE Minimum Standards and BCP are in place and always maintained. Test safety procedures with the account teams.
• Provide oversight and guidance on account Quality plans, liaising with central team to ensure each contract is completing plans and audit ready.
• Actively supporting new pursuits and account renewals, proactively aligning with the wider JLL business where required to find optimal solutions.
• Supports the Moves, Adds and Changes (MAC) team to ensure that space planning and churn activities are undertaken as per the contractual obligations.
• Monitor Health & Safety system for account compliance, best practise sharing and central H&S reporting.
• Maintain the FMNA shared drive, ensure all information is uploaded and accurate.
• Plan monthly team meetings and ensure actions are given an owner, due date and tracked to completion.
• Support and maintain the account communications plan, ensure compliance to committed due dates.
• Develop account training plans, training content and track training completed.
• Financial Management
• Support FMNA to ensure the account’s agreed financial targets including revenue, expenses, debtor and savings targets, and keeping within the GMP price, including raising all relevant Change Requests.
• Oversight across all client accounts 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.
• Contribute to regular reforecasting activities.
• Engage with group finance to ensure all financial reports are accurate and timely as per the agreed timeline set out under the respective client agreements; ensure costs are managed within appropriate budgets.
• Support account teams to ensure all client billing is completed as per the required timeline, and any debt issues are promptly addressed.
• Work with our Sourcing & Procurement teams to ensure effective use of Alliance partners and PSL where reasonably practicable and support supply chain financial queries aligned within the individual client agreements.
• Consolidate financial information for review and best practice sharing.
• Human Resource Management
• Responsible for the structure of the team and manage any recruitment or performance management issues in-line with JLL processes and procedures.
• Communicate clear goals and objectives to staff. Lead, motivate and develop the team to consistently achieve & exceed business targets.
• Provide guidance and coaching to staff.
• Promote & recognise hard work and positive results.
• Drive participation in employee engagement surveys and demonstrable action in line with key findings.
• Maintain account org charts and contact details.
• Provide support for succession planning to direct reports.
• Engage in the remuneration process at required intervals as dictated by the JLL business.
• Track all team absences (holiday, sickness etc).
• Risk Management
• Drive a risk conscious culture across the account and ensure that all works meet local and JLL standards for risk identification and mitigation.
• Ensure compliance with all Health, Safety, Environment and Risk Management policies and procedures.
• Ensure all incidents are reported as per JLL internal reporting procedures.
• Ensure that a suitable emergency escalation process is in place across the accounts and clear communications are escalated both within JLL and the client organisation.
• Leadership/Self-Management
• Actively encourage an environment that supports openness, teamwork, collaboration, performance excellence and personal success.
• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for all key team members on client accounts and on-site Vendors. Gains respect of JLL people and clients.
• Additional Duties And Responsibilities
• Assigned as required. Participation in strategy planning & continuous improvement as required by the account management team and business partners.
• May be required to support additional reporting lines as the business grows.

Key Performance Measures

• Compliance with the Service Level Agreement established between Jones Lang LaSalle & clients.
• Achieving Key Performance Indicators on each contract.
• YoY growth through organic pursuits, contract expansions (internal collaboration across business lines) & account renewals.
• Implementation of Best Practices.
• ‘Promoter’ score on Customer Satisfaction Survey.
• Prompt reporting, client and internal.
• Achieve Saving and Energy Savings targets.
• Structured and regular feedback to Account Manager and Senior Management on the progress of account operations and key issues.

Skills

• The ability to assimilate new information and transfer to delivery.
• The desire to deliver superior client services.
• Demonstrated relationship skills.
• Strong communicator – possesses strong verbal & written communication skills (English & local language); also an active listener.
• Self-motivated and confident.
• 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.

Location: On-site – London, GBR

Type: Full time