FM Lead - GCC

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 Description Key Responsibilities Client Relationship Management & Stakeholder Engagement • Build and maintain meaningful relationships with senior executives and key stakeholders within the client's organization, including COO and Country/Operational leadership throughout the GCC, with primary focus on UAE operations • Proactively communicate JLL's vision and work with client Executive Leadership to understand changing business needs and support their ambitions in their future of work journey • Act as the primary point of contact and lead for client relationship management across the GCC portfolio, particularly within the UAE • Gain respect of senior leaders within the client organization through strong presentation, interaction, and written & verbal communication skills • Ensure all key stakeholders within JLL and the client's organization are fully informed about operational updates, processes, and account-wide objectives • Work with business stakeholders to ensure a "community feel" is present and visible across all buildings • Work closely and collaboratively with client strategic partners also supporting the real estate strategy. Service Delivery Excellence • Comply with all contract requirements and meet or exceed Key Performance Indicators (KPIs) and Service KPIs (SKPIs) as defined in the Master Services Agreement (MSA) • Drive a service excellence culture within delivery and operational management teams, creating an environment that drives continuous improvement and innovation • Ensure an exceptional and memorable service is provided to the client's employees and guests across all touchpoints • Challenge the status quo and be prepared to change processes and procedures to improve building and facilities management • Ensure processes and procedures (client or JLL-owned) are monitored and updated as per the MSA • Work in conjunction with the Regional Account Director to develop strategic business plans for service delivery and be responsible for executing those plans • Ensure integrity of data within various management systems, including Management Information (MI) and maintenance of system drawings, escalating issues as appropriate • Ensure all contractual and ad-hoc reports are delivered on time and to the required standard • Drive proactive management through improved speed to execute, hitting planned and reactive SLAs, and increasing customer satisfaction scores Operational Management • Ensure contractors and their staff are properly onboarded/offboarded and inducted, with all permitting and working requirements adhered to in compliance with local regulations, particularly UAE labor and safety laws • Ensure contractor staff meet the standards and expectations of both the client and JLL at all times • Monitor Planned Preventive Maintenance (PPM) plans in conjunction with local laws, regulations, and standards. • Ensure minor repairs and works are supervised appropriately and services delivered on time, safely, and within budget • Participate in planned or unplanned power shutdowns and support engineering teams as required • Participate in planned or unplanned building evacuations, ensure Business Continuity Plans (BCP) are current and enacted, and act as Fire Safety Manager as required • Ensure all safety procedures, including Crisis Management and Emergency Procedures, are maintained at all times • Support Moves, Adds and Changes (MAC) teams to ensure space planning and churn activities are undertaken per MSA and client demand • Ensure space data changes are reflected in a timely manner and reported per client and JLL reporting procedures • Conduct audits and inspections in line with JLL business management systems and standard processes, ensuring the actions database is regularly updated Financial Management • Responsible for the end to end procure to pay process. • Be responsible for the P&L and overall performance delivery across the GCC portfolio, with primary focus on UAE operations, managing agreed financial targets including revenue, expenses, debtor and savings targets • Keep operations within approved budgets, including raising all relevant Change Requests as needed • Be responsible for delivery and expenditure of the supply chain and accountable for quality of services delivered by all vendors • Participate in setting budgets for service delivery and ensure compliance to those budgets throughout the fiscal year • Participate in regular reforecasting activities and provide accurate financial projections • Manage financial approvals, ensuring ownership of budgets and responsible management of spend, including planned and rechargeable elements • Ensure all financial reports are accurate and timely as per agreed timelines set out in the agreement • Ensure costs are managed within appropriate budgets and variances are explained and mitigated • Ensure all client billing is completed per required timelines and follow up on outstanding amounts to ensure collection within contract terms • Ensure the supply chain is paid as per payment terms within individual agreements to maintain strong vendor relationships Sustainability & ESG Leadership • Support ESG teams to ensure Energy Conservation Measures (ECM) are identified and contribute to the client's sustainability goals including Carbon Net Zero (CNZ) commitments • Own and deliver Energy & Sustainability programmes across the portfolio, including energy reduction initiatives and monitoring consumption • Work with ESG teams to raise awareness and ensure optimum recycling and waste management practices for all sites • Put ESG at the heart of all decision-making and operational activities, embedding sustainability into the service delivery culture Human Resource Management & Team Leadership • Lead, develop and foster a proactive and motivated FM, Colleague Experience, and Guest Services team, supporting them in day-to-day operations, service delivery, and career development pathways • Drive and foster a proactive, motivated, and energized team culture that delivers exceptional results and continuous improvement • Be responsible for team structure and manage any recruitment or performance management issues in line with JLL processes, procedures, and local labor laws • Provide support for succession planning to direct reports and identify high-potential talent within the team • Actively encourage an environment that supports openness, teamwork, collaboration, performance excellence, and personal success • Create a culture that promotes Diversity and Inclusion within the team, ensuring all team members feel valued and heard • Develop teams through performance assessments and training programs, recognizing individual efforts and utilizing reward systems effectively • Manage staff workload through correct resourcing and develop succession plans for key team members and on-site vendors • Work closely with the Transformation Lead to deliver change programs, including management of people and culture change, resetting skillsets and competencies Risk Management & Compliance • Drive a risk-conscious culture within the team and ensure all works meet local, client and JLL standards for risk identification and mitigation • Ensure compliance with all Health, Safety, Environment and Risk Management policies and procedures across all sites • Ensure compliance with all Ethics-related policies and procedures within the team and with all vendors • Ensure all incidents are reported per client and JLL internal reporting procedures in a timely and accurate manner • Ensure a suitable emergency escalation process is in place and that Emergency Call-Out & Rectification Services are conducted swiftly and efficiently • Ensure communications regarding incidents and emergencies are escalated appropriately both within JLL and the client organization • Be Safe Aware - ensure audits and inspections are carried in line with JLL business management systems and ensure the actions database is updated regularly ________________________________________ Skills & Experience Required Essential Experience • Proven track record of leading teams within a fast-paced service delivery environment, with demonstrated acumen to manage performance of delivery teams • Extensive experience in client relationship management at senior executive level, with ability to influence and build trust • Experience in high-end service environments, ideally within corporate real estate in financial service sectors • Demonstrated experience identifying and improving customer experience through collaboration with key stakeholders • Strong experience managing P&L and budgets through financial analysis skills, with accountability for business outcomes • Knowledge of vendor management for specialized services and ability to build effective supply chain partnerships • Proven capacity to understand and interpret commercial contracts, including MSAs and SLAs Technical & Professional Skills • Ability to learn technical skills quickly and at the right level to lead teams of technical experts effectively • Ability to bring clarity, perspective, and oversight to account teams across different service lines (FM, Guest Services, Engineering, Projects) • Strong presentation, interaction, and written & verbal communication skills with a wide range of clients and stakeholders at all levels • Strong PC literacy and proven ability to manage daily activities using various systems including CAFM, CMMS, and financial management platforms • Experience identifying and implementing continuous improvement initiatives that deliver measurable results • Ability to operate at executive level, communicating vision clearly and understanding changing business needs in dynamic environments Leadership Qualities • Proactive and confident communicator with all key stakeholders, able to engage at all organizational levels • Ability to challenge the status quo constructively and drive positive change • Ability to motivate and energize teams, creating high-performing cultures and fostering proactive behaviors • Gains respect of senior leaders in client organizations through credibility, delivery, and relationship-building • Gains respect of JLL people and clients through authentic leadership and consistent performance • Demonstrates JLL mindset in all activities: optimizing structures and efficiencies, driving continuous improvement through technology and data, enhancing service delivery, putting ESG first, and building motivated teams Location: On-site –Dubai, ARE If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. 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