Group Account Director

Group Account Director

Goals

To deliver the contractual obligation of the contract with a focus on bringing value to the contract. To achieve the financial and KPIs goals established in the contracts with the Client. Be accountable for the profit, loss and growth of the assigned portfolio of accounts (this includes regional/global accounts based in Singapore).

Focus on bringing a holistic approach in Real Estate management that includes the Facilities, upgrading & retrofitting of the properties, assist the client areas to optimize the occupied space and support clients to achieve their Corporate/Company goals.

Accountable to work out a strategy for Client retention and organic growth. Ensuring JLL framework is complied that includes overall Safety, building maintenance, and legislation compliance.

Meet frequently with C-Suite executives and client real estate leaders to highlight results and present solutions to position JLL for growth opportunities.

Duties & Responsibilities

The position requires the lead to develop the short and long-term strategies for every account and alignment with Group Account Executive strategy. Must ensure the Account Managers develop Account Plans for their respective Accounts and meet all key performance indicators as set out in the management contract.

Procurement and Vendor Management

1. Evaluate the vendor procurement and management practices of the various Accounts and ensure renegotiation and tendering, (including tender documentation; evaluation of tenders and preparation of contracts) are in compliance with Client or JLL procurement guidelines.
2. Benchmark services across similar properties within the country.
3. Co-ordinate and monitor the contractor management program.
4. Ensure only JLL/Client approved vendors are providing service on site, and their performance is monitored. Ensure the vendor performance is shared with the respective vendor.

Facilities Operations

1. Ensure every Account Manager & Site Lead has a good understanding of the contract, an Account Plan, and the KPI.
2. Ensure every staff has been trained/inducted on their job responsibility and clear understanding of their SOPs.
3. Implement building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems.
4. Ensure all Accounts comply with JLL/Client Environment, Health & Safety standards.
5. Accountable for Account Leads to be trained & aligned with their Operations procedures to maintain high service standards.
6. Identify new value initiatives that will assist the client to achieve their corporate goals.
7. Ensure consistency in JLL/Client policies & procedures are complied. The Site staff are updated on JLL & Client’s technology platforms as well as the policies.
8. Accountable to implement and comply with all internal management systems to high standards of quality assurance.
9. Ensure all Critical Environment (CEM) space is identified and agreed with the client. Ensure the CEM standards are in full compliance.
10. Responsible to implement a comprehensive energy management program.
11. Ensure all Financial Management requirements are completed in a timely and accurate manner. Develop and ensure compliance with all Capex & Opex budget for every account and the budget is timely shared with the client.

Talent Management

1. Create a high-performing, integrated team who are committed to delivering exceptional client results.
2. Critically analyze account managers’ performance (account-based staff and “hosted” account staff) and build feedback into actionable development plans.
3. Manage Account Manager rotations in a proactive and structured manner to avoid any client disruption.
4. Accountable for networking with diverse external candidates to improve the workforce talent.
5. Work with Account Lead and Account Directors to ensure account teams are participating in training and development programs and that succession planning is carried out annually.

Nurture & Develop Great Teams

1. Personal leadership - inspires trust, adapts and learns.
2. Passion for coaching and developing managers into exceptional leaders.
3. Inspires and motivates toward new and stretch opportunities that are outside one’s comfort zone to evolve as a leader.

Risk Management

1. Assist in the implementation of a Facilities/Property risk management program which identifies major property risks including occupational EHS, operational services, and procurement, legal and financial.
2. Ensure critical facilities risk assessments are regularly reviewed, and mitigation plans are updated, and the staff are trained.
3. Develop guidelines and strategies to protect the health and safety of staff and others, protect Jones Lang LaSalle and client reputations.
4. Ensure disaster recovery and business continuity plans are implemented and maintained across all accounts, and the staff are trained.
5. Ensure every account has a comprehensive Risk management program to ensure the reliability of operation on the site.

Project Management

1. Experience in Project management and tools.
2. Must be able to take clients through design development requirements, and manage their requirements & expectations.
3. Experience in managing project budgets & variations.

Profitability Initiatives:

1. Develop initiatives and strategies that lead to cost savings and improve JLL profitability.
2. Identify ways to improve organic growth in the accounts by taking on more services.
3. Cost saving/value Initiatives:
4. Develop initiatives that will reduce client operating costs.
5. Identify areas where technology can be used to create greater efficiency and improve the way data is managed and analyzed.
6. Drive new initiatives/technology to ensure the client is kept updated on the improved site operation.

Customer Service / Client Relationships:

1. Ensure service response times are established on all accounts. Analyze client service request trends and provide suggestions for improvement.
2. Ensure feedback from client sessions is documented and actioned to the satisfaction of the end user.
3. Proactively develop and manage client/business unit relationships ensuring that the expected service levels are achieved across the region.
4. Lead by example and groom the team in achieving maximum client satisfaction levels.

Reporting:

1. Ensure the monthly reports and quarterly Business reviews are completed and submitted as per contractual agreement.
2. Ensure the formats of each report are agreed and in compliance.
3. Trends are tracked, analyzed and areas of improvement properly addressed.

Finance Report:

1. Review monthly financial reports including the preparation of accruals and variance analysis with FMs.
2. Ensure every account has a fully developed financial tracking and invoicing system.
3. Ensure there is a proper tracker to track client invoices and payments and vendor payments compiled in accordance with the contract.
4. Accountable for the Account Managers and Site Leads to be trained in budget management for their accounts.

Training:

1. Ensure the team is well trained on all facilities policies, procedures, and systems. Work closely with the JLL senior management to devise new and innovative methods of learning built around skill development, leadership, and succession planning.
2. Assign buddies for new team members to ensure teamwork, consistency & rationalization of the team.