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Job description

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.

Location: London

Role Purpose

The OSC reports to the EMEA Senior Facilities Manager (SFM) and also supports the Global Customer Experience (CEX) in leading a team or vendor group in managing the tactical delivery for the assigned property portfolio, and is the primary point of contact for the key stakeholders and / or client.

The role will involve being a member of the BlackRock JLL Management Team with total responsibility for the Customer Experience and all aligned services, including line management for the JLL team within London. The AFM should also support the preparation and management of site budgets, accounting and finance, maintenance and operations, contract services, purchasing of material, equipment & supplies, occupancy services, helpdesk and security policy compliance.

The OSC needs to demonstrate and instil a culture that promotes JLL’s core values of Teamwork, Excellence and Ethics.

Responsibilities
People Management
Manage and coach the team while encouraging an environment that supports teamwork, co-operation and performance excellence.
Develop and sustain a consistently high-quality and well-motivated team.
Ensure high staff morale, trust and work ethics.
Assist in mentoring and enabling Training & Development of team members.
Encourage collaboration and development of best practice
Ensure your team is fully informed about operational updates, processes and account wide objectives so that they feel informed, involved and supported.
Lead by example and be confident in influencing decisions and senior stakeholder teams
Customer Experience
Promote and support a first class and professional customer experience across all services lines. Ensuring that customers are given a prompt and efficient service and expectations are consistently exceeded.
Ensure procedural standards manual (SOPs) are kept up to date and the team adhere to them.
Address and resolve all internal / external client issues.
Client/Stakeholder Management
Deliver excellent customer service to meet or exceed on-site client’s expectations.
Build and develop effective relationships with key stakeholders &/or client and be comfortable working across all levels.
Monitor procedures to ensure client’s expectations are conveyed and worked upon.

Procurement & Vendor Management
Assist in the management of all contractors on site to ensure they perform to the required standards (including inspection of vendors’ works)
Ensure vendor KPI’s and SLA’s are consistently achieved through periodic reporting and management meetings.
Support vendor procurement processes in accordance with agreed client procurement guidelines as well as Jones Lang LaSalle procurement best practices.

Contracts Management
Ensure that all contracts are professionally delivered at the right cost and in line with the Jones Lang LaSalle Code of Ethics.
Support in monitoring expiry of contracts.
Continually assess contracts to ensure best value delivered to the client.

Finance Management / Cost Control / Profitability
Assist in ensuring that the site’s financial operations are meeting targets and control requirements.
Manage the finance process from conception, approval, delivery, sign off and verification to ensure they are completed within a timely manner and to an acceptable standard.
Assist and monitor financial processes to ensure account payable procedures are always followed.
Submit Order Requests as necessary through Coupa.

Health & Safety Management
Implement and manage safety procedures to ensure the provision of a safe working environment.
Ensure compliance with statutory regulations on fire and health and safety standards.
Ensure all employees are aware of Hygiene, Health and Safety policies and Fire Regulations.
To record and report all accidents, good catches, and near misses within the location adhering to company procedures.
Manage the access to work (ATW) procedures, including collation of vendor Risk Assessments (RA), Method Statements (MS) and chemical data, where relevant.
Initiate, review and approve non engineering related site and contractor risk assessments & method statements (RA MS)
Ensure all equipment within your managed contracts, are well maintained and is in good working order.

Site Operations Management
Ensure procedural standards manual (SOPs) are kept up to date and adhered to.
Be aware of all projects which are happening within the portfolio that may have an impact on operational delivery, contract or BlackRock risk.
Meet or exceed site Key Performance Indicators (KPI’s); monitor Service Level Agreements (SLA’s) monthly to identify potential challenges and plan corrective actions accordingly.
Manage work orders within your managed contracts on the CMMS (Corrigo) by looking ahead to upcoming deadlines and due dates. Work with vendors to ensure correct WO paperwork received and returned to maintain auditable process.
Use management information tools and reports to drive down re-occurring faults.
Implement Industry Best Practice operations by challenging the status quo. Be prepared to change processes and procedures to improve building and facilities management.
Ensure all Critical Environment (CEM) requirements within facilities management are met.
Seek ways to reduce costs and improve operational standards.
Conduct site inspections and assessments to ensure all building procedures and performance measures are always maintained.
Coordination of emergency support, and where reasonably practical, site attendance may be requested.
Ensure all FM helpdesk (Corrigo) tickets are managed properly to avoid any unjustified extensions or overdue tickets.

Risk Management
Assist in the implementation and management of a property risk management program.
Support the implementation and monitoring of disaster recovering and business continuity plans.
Follow established escalation procedures and incident reporting procedures.
Adhere to Jones Lang LaSalle’s business conduct by ensuring compliance with the firm’s guidelines, procedures and strategies.

Compliance / Reporting
Support compliance with Jones Lang LaSalle minimum audit and compliance standards in facility management, financial management and operational policies and procedures.
Carry out audits and inspections in line with JLL business management systems and standard processes and ensure the actions database is updated on a regular basis.

Additional Responsibilities:
To attend all location management meetings and any company meetings as required.
To take responsibility for contributing towards your own development, with the guidance of your line manager, and attending training courses where reasonably practicable.
To act as a positive ambassador for the business.
To attend to any reasonable request made by the client, JLL, or BlackRock Management.

You need to be able to demonstrate the following skills and experience:
Experienced in facilities, property management, hospitality or related field
Have competent Quality, Health, Safety and Environment skills to support implementation of soft service requirements, ideally with a recognised certification
Able to demonstrate knowledge of local health and occupational safety requirements
Experienced in dealing with facilities and vendor management for specialized services
Able to demonstrate capacity to understand and interpret commercial contracts
Confident in budget management and financial analysis
The ability to effectively deal with stressful situations
Able to demonstrate superior people and contractor management skills
A strong communicator – good presentation skills and possess strong verbal & written communication skills (English & local language).

Person Specification:
Passionate about customer experience
Confident presenter and strong ability to coach and mentor others
High attention to detail
Flexible, adaptable and proactive
A problem solver
Ability to build positive relations with colleagues, guests and clients
Strong team player with a commitment to support their colleagues. 3 years’ experience within a contract/project/facilities management team including staff management and HR preferred.
Computer Literate – good understanding and working knowledge of office software.
An influential communicator, with the ability to deliver clear and concise messages and identify mutually agreeable solutions.

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.