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JLL is pleased to present an exceptional opportunity for an experienced Estates Director to join our team and lead the strategic management of a prestigious mixed-use development in the heart of Westminster, London SW1. This exciting role offers the chance to oversee a dynamic portfolio that seamlessly blends premium retail spaces with modern commercial office facilities, positioned in one of London's most sought-after business districts. As Estates Director, you will play a pivotal role in maximizing the potential of this landmark development while delivering exceptional service to our diverse tenant community and stakeholders.
TEAM STRUCTURE
Reporting to the Senior Estates Director, the Estates Director has line management responsibilities for the on-site FM team and will be the representative for specified key client/occupier issues. The Estates Director will work in a number of “virtual teams” with the client focussed teams of Asset and Property Managers, Surveying Executives and Client Accountants.
Key Responsibilities And Deliverables
Client Service
* To understand the Client’s objectives and instructions in relation to the property and build a close working relationship with them
* To assist in Client reporting concerning on-site operational issues and customer relations
* Act as lead for the client in all matters relating to service operations at the property to establish and enhance the profile of the building
Customer Service
* Collaborate closely with the Residential Managing Agent and it’s representatives in relation to residential aspects
* Engage with all occupiers within the property to ensure an excellent standard of customer service that enhances the customer experience and develops a sense of community across the estate
Operational Management
* Lead, develop and inspire the on-site team (both directly employed and sub-contracted) to deliver high standards of service across the estate and to ensure KPIs are adhered to
* Manage direct reports effectively, delegating tasks as appropriate
* Implement and manage agreed JLL best practice policies in the following areas: service charge financial management, client and occupier communications, procurement of services, operational management, repair & maintenance, workplace risk and resilience management, sustainability and social governance practices
* Understand the principal terms of occupier’s leases (hotel, residential & commercial) as they affect the operational management of the estate and the client’s obligations to provide services, including clarity on the extent of the common areas
* Maintain high quality health and safety practices, in accordance with best practice guidelines from JLL’s workplace risk management programme and the Client Group FM Director
* Work to ensure client’s business goals and initiatives are fulfilled and voids minimised
* Take ownership of and fully resolve operational issues in a timely manner – including physical standards and procedures, occupier queries or complaints and any event that may affect the normal operation of the estate for the benefit of its customers
Customer Engagement
* Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback in order to achieve positive outcomes, frictionless channels of communication and exemplary customer satisfaction
* Hold regular meetings and engagement forums with all occupiers to further develop relationships and occupier satisfaction
* Develop an ambassadorial role in local industry business groups, Local Authority and community/civic stakeholder meetings including representing the property at local BIDs meetings and any other relevant association meetings
Financial Management
* In conjunction with the surveying team, provide accurate financial management of the service charge, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and annual service charge reconciliation
* Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s MS procurement policy to ensure the highest standards for the best value. This will include the use of accredited service partners only and JLL’s purchase ordering system
* Monitor contractor performance against agreed standards and review service contracts as appropriate
General Management
* Inform the Property Manager of any occupier matters that may influence valuation / investment considerations including assistance in monitoring Tenant’s compliance with covenants
* Ensure reactive maintenance and day-to-day service requirements are undertaken in a timely and cost-effective manner
* Be familiar with all heating, ventilating, mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment Ensure maintenance contracts are in place that cover O&M manual requirements and no not negate warranties/guarantees
* Where required, work with building surveyors/architects/consultants on major work projects and arrange minor planned works
* Maintain, test and implement major incident plans to cover all emergencies
* Monitor vacant/void property in accordance with the client’s insurance policy
* Ensure that adequate provision is made for out of hours and emergency cover
Key Skills
* Strong management experience gained within a high profile commercial environment
* A proven track record in managing on-site operational management teams, in terms of direct reports and third-party service partners
* Ability to demonstrate a good working knowledge of M&E plant & equipment
* Proven ability in providing excellent customer service
* Experience of managing service charge budgets and major CAPEX projects
* Strong commercial acumen
* Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets
* Accountable and resilient
* Ability to work under pressure
* Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently
* Ability to communicate at board room level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk and awareness of desired business objectives.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
General Business and Engineering
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