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.
Role Specification
The key areas are:
1. Implement a growth and continuous improvement culture that maximizes the take-up and successful delivery of the suite of services/offerings/propositions utilizing the capabilities of all parts of JLL.
2. As part of the culture of growth, drive and own the Managed Services strategic account plan comprising a clear understanding of the clients’ vision and strategy and how we can work in partnership with them to help drive their performance. The Managed Services account plan should also integrate with the wider UK account plan owned by the UK wide Account Director for Aviva Investors.
3. Continue to meet with clients on a regular and appropriate basis, building and sustaining long-term relationships. This will also include representing Managed Services, along with colleagues, the client, and other relevant stakeholders, at external events as well as through leadership publications.
In doing the previous:
4. Provide intelligence to feed into the wider BD pipeline.
5. Ensure management of the overall relationship between the Client and JLL, displaying client-centric behavior, acting as the client’s internal advocate, and contributing to/leading on the client+ program.
6. Ensure client satisfaction is routinely measured.
7. Introduce innovative thinking and innovative solutions into the account, drawing on JLL and other third-party solutions to ensure that service levels are developed over the life of the contract and contribute to the sharing of good practice and innovation across Managed Services and the wider UK business.
8. Undertake regular assessments of the wider market environment, such as an ongoing iterative assessment of our share of wallet, competitors, and other strategic analyses such as SWOT, PESTEL, BCG, Porter, etc., and be clear on how they affect the development of the account.
9. Actively promoting and supporting the best practice in customer experience and working closely with the Instinct division.
Overall Performance of the Mandate:
10. Ultimately responsible for end-to-end P&L management of the business, meeting the measures required by the UK PAM Board, balancing revenue and profit with client operational performance (including internal and external KPIs and SLAs) and staff retention and engagement.
11. Actively seek and deliver on required efficiency/cost-reduction activities to support margin protection/enhancement.
12. Compliance with the provisions of the Management Agreements and Change Controls between the clients and JLL.
13. Statutory Compliance including Health and Safety, sustainability, and otherwise as required.
People Leadership and Wider Stakeholder Collaboration:
People Leadership:
14. Instill, and lead by example, a culture of transparency, ownership, and accountability aligned with JLL values, diversity, and inclusion.
15. Foster support, collaborative working, and a client-centric approach with a high-performing team culture.
16. Work closely with the Heads of Surveying Services, Facilities Management, and Client Financial Management to develop a comprehensive people plan, in coordination with the Aviva Investors Management team.
17. Act as a mentor to the Aviva management team to aid in their capability and experience development.
Wider Stakeholder Collaboration:
18. Play an active role in supporting the delivery of the broader JLL PAM strategy and contribute to the development and support of the 3-5-year business plan.
19. Assist the JLL PAM Investor Client Lead in working with the JLL PAM Board to successfully achieve agreed objectives.
20. Collaborate with other members of the JLL PAM Senior Management Team, the JLL PAM Board, and other governance teams within JLL.
21. Establish a close working relationship with the UK lead account director for Aviva.
22. Support wider strategic initiatives such as divisional or UK-wide client briefings/events.
Other activities may include:
23. Participating in industry bodies such as the RICS.
24. Supporting wider business development efforts, including pitching for new opportunities.
25. Representing Managed Services as an external speaker and promoting them to the external market.
Key Competencies
Customer Orientation:
26. Demonstrated track record of prioritizing and delivering a first-class customer experience.
27. Experience in engaging with customers to develop and implement service strategies that meet their requirements.
28. Understanding that the salary and team's success relies on delivering Aviva's vision for best-in-class service to customers.
Stakeholder Engagement:
29. Natural ability to engage and influence multiple stakeholders with varying needs across sectors.
30. Proven experience in engaging with stakeholders such as tenants, customers, and internal teams as a point of contact for real estate services.
31. Ability to build relationships with key internal stakeholders, including asset managers, real estate services teams, fund accounts, valuation, and development.
Leadership/People Management:
32. Values-driven leader with effective leadership and people management skills.
33. Capable of motivating and driving individuals towards common goals and leading through change management.
34. Experience in business transformation and change management.
Financial/Commercial Acumen:
35. Ability to support accounts and gain shareholder approval.
36. Strong financial acumen, ensuring cost-effective delivery.
37. Demonstrated responsibility for profit and loss (P&L).
38. Understanding of service charge budgets at a higher level.
Culture/Innovation:
39. Understanding of creating and building a culture, driving a team culture of creative thinking.
40. Past experience in leading and delivering projects with an agile and adaptable approach.
41. Ability to think outside the box and disrupt traditional property management methods.
42. Previous experience in leading and developing brand awareness, improving brand perception.
Location:
On-site –London, GBR
If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email or call + 44 ( 0 ) 20 7399 5010 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our page > I want to work for JLL.
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