FM Lead - GCC

JLL MENA
United Arab Emirates
Salary not specified
Posted
Full-time
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Job Description

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 ________________________________________ Essential Experience Skills & Experience Required - 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

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