Group Account Director

JLL supports the Whole You, personally and professionally. Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory, and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

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 the client 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 develops Account Plan for their respective Accounts and meets all key performance indicators as set out in the management contract.

Procurement and Vendor Management

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. Benchmark services across similar properties within the country.

Coordinate and monitor the contractor management program. 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

Ensure every Account Manager & Site Lead has a good understanding of the contract, an Account Plan, and the KPI. Ensure every staff has been trained/inducted on their job responsibility and clear understanding of their SOPs.

Implement building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems. Ensure all Accounts comply with JLL/Client Environment, Health & Safety standards, Equipment Reliability Management program, and Soft Service standards.

Accountable for Account Leads to be trained & alignment with their Operations procedures to maintain high service standards. Identify new value initiatives that will assist the client to achieve their corporate goals.

Ensure compliance with all internal management systems to high standards of quality assurance.

Talent Management

Create a high-performing, integrated team committed to delivering exceptional client results. Critically analyze account managers’ performance and build feedback into actionable development plans. Manage Account Manager rotations in a proactive and structured manner to avoid any client disruption.

Risk Management

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.

Project Management

Experience in project management and tools. Must be able to take the client through design development requirements and manage their requirements & expectations.

Profitability Initiatives:

Develop initiatives and strategies that lead to cost savings and improve JLL profitability. Identify ways to improve organic growth in the accounts by taking on more services.

Cost Saving/Value Initiatives:

Develop initiatives that will reduce client operating costs. Drive new initiatives/technology to ensure the client is kept updated on improving site operations.

Customer Service / Client Relationships:

Ensure service response times are established on all accounts. Analyze client service request trends and provide suggestions for improvement. Proactively develop and manage client/business unit relationships ensuring expected service levels are achieved.

Reporting:

Ensure monthly reports and quarterly Business reviews are completed and submitted as per contractual agreement. Track trends and analyze areas of improvement.

Finance Report:

Review monthly financial reports, ensure every account has fully developed financial tracking and invoicing system. Accountable for training Account Managers and Site Leads in budget management.

Training:

Ensure the team is well trained on all facilities policies, procedures, and systems. Work closely with JLL senior management to devise new and innovative methods of learning based on skill development, leadership, and succession planning.