Country Account Lead

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. ROLE AND RESPONSIBILITIES OVERALL ROLE The Workspace Experience & Operations Lead will have overall responsibility to manage the day-to-day client activities for all sites in Singapore , and be the on-site key point of contact for key client stakeholders. The role will assume overall responsibility for managing all Workspace Experience & Operations services. MAJOR RESPONSIBILITIES Client/Stakeholder Management Deliver exceptional client service and achieve high levels of client satisfaction Proactively engage stakeholders to ensure that on site client’s expectations are met Build and develop effective client / stakeholder relationships across multiple levels of the organization People Management Manage and coach direct reports to develop a high-performance team Develop and sustain a high-quality well motivated team Ensure high staff morale, trust and work ethics Ensure succession planning is in place for all roles Develop and maintain a culture that supports collaboration and performance excellence within the team Mentor and enable Training & Development of team members Site Operations Management Responsible for technical and workspace operations, ensuring all Critical Environment (CEM) requirements are met Responsible for service delivery in accordance with client KPIs and SLAs Recommend continuous quality improvement practices and implement Industry Best Practice operations Implement building procedures and performance measures and ensure they are maintained at all times Review existing operations regularly to reduce costs and improve operational standards 24/7 emergency call support and site attendance as required Risk Management Ensure full compliance with all local and governmental regulations and legislations Ensure site risk management programs including audits are implemented and maintained Ensure disaster recovery and business continuity plans are implemented and maintained Ensure accuracy of escalation and incident reporting procedures Assist in the development of guidelines and strategies to ensure compliance with JLL’s business code of conduct ESG Prioritize compliance with all implemented sustainability programs Ensure services are delivered in a manner that supports JLL and client Net Carbon Zero Goals and D&I Procurement & Vendor Management Ensure vendors are well-managed, delivering services on time and within budget Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as JLL best practice Monitor vendor KPI and SLA scores Contracts Management Manage all contracts to ensure that they are professionally delivered at the right costs Ensure expiry of contracts is well-monitored and re-procurement is initiated if needed Ensure contracts are continually assessed to deliver best value to the client Finance Management Prepare and manage client and/or site annual budgets for operations and capital works, as required Ensure contract billing is completed in a timely manner Actively work to ensure that the site’s financial operations are meeting or exceeding targets and control requirements including the Jones Lang LaSalle Code of Ethics Ensure financial processes are followed at all times, including budget management, invoices and purchase orders, etc. Health & Safety Management & Incident Reporting Ensure the provision of a safe working environment Ensure compliance with statutory regulations on fire, health and safety standards Managing Incident escalation CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA Ideal Experience • Min. Bachelor’s degree in facilities management, building, business or other related field &/or 5+ years experience in facilities, property management or related field • Has experience working in financial or investment banking environment • Knowledge of local occupational health and safety requirements • Knowledge of critical environments • Knowledge of vendor management for specialized services • Has an understanding of basic technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system) • Proven capacity to understand and interpret commercial contracts • Strong budget management and financial analysis skills Critical Competencies for Success • Client Focus & Relationship Management o Demonstrates proactive & professional approach to customer service and stakeholder engagement o Ability to interact with a wide range of client staff, including senior levels o Ability to manage conflict and balance between client and firm requirements o Has a customer service-oriented attitude • Team Leadership o Ability to lead team effectively, mentor and coach promoting open, constructive and collaborative relationships at all levels • Project Management & Organizational Skills o Excellent planning & organizational skills to prioritize work and meet tight deadlines o Proven ability to manage multiple and complex operational matters on a daily basis • Problem Solving & Strategic Thinking o Capacity to deal with ambiguity and solve complex problems effectively o Analytical, proven ability to solve problems using a quantitative approach o Understands the interrelationships between operations and critical systems o Understands the criticality of the banking and financial environment and how solutions can impact operations o Proven ability to employ holistic approaches and looks at long term solutions Other Personal Characteristics • Strong communicator – Good presentation skills and possesses strong verbal & written communication skills also an active listener • Passion for quality – has an eye for detail to make sure the best delivery of services • Self-motivated; confident & energetic • Ability to work across multiple matrix reporting environments and prioritise activities accordingly • Ability to effectively deal with stressful situations • Flexible – able to adapt to rapidly changing situations • Strongly goal-oriented – able to focus on meeting all performance targets • Is a team player – able to cooperate and work well with others to meet targets • Proven ability to initiate and follow through with improvement initiatives • Exhibits honesty & trustworthiness • Open to new ideas & willing to challenge status quo KEY STAKEHOLDERS Client staff JLL account team (Locally) JLL account team (Regionally) Vendor staff REPORTING TO Sub Regional Account Director Location: On-site –Singapore If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table! At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement . For additional details please see our career site pages for each country. Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.