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. THE OPPORTUNITY MULTISTORY is a multidimensional workplace with many stories to tell. Multi-purpose - This is a building that has undergone an extensive transformation since its origin. Multi-layered - The bold vision behind Multistory embraces the entire occupier experience. Multi-faceted - The benefits to those who work and visit here are extensive and inspiring. Multi-cultural Multi-cultured - Birmingham is a stimulating, truly diverse and well-resourced global city. Multi-talented - Multistory welcomes and embraces all, is proactively inclusive, and champions diversity. Multi-powered - Multistory provides a high-function work environment facilitating productive, professional performance. Multi-size - The variety of workspaces allows you to scale up or scale down your operation. Multi-tasking - Engage in flexible working with break-out zones, meeting rooms and collaboration spaces to enhance productivity. Multi-connected - Experience robust, high-specification and secure super-connectivity throughout the building. Multi-sensory - Enjoy the multitude of exciting experiences across 15,000 sq ft of amenity space. Multi-media - The adaptable amenity spaces can readily shape-shift for work, conferences, private and public events, exhibitions, and lectures. Multi-social - The courtyard is a cultural and community hub that opens and shares the building. MULTISTORY - Discover its many stories for yourself. OBJECTIVE OF ROLE The General Manager (GM) is the primary responsible person for delivering all operations and customer related services to the building and its occupants and through the on-site team will be responsible for ensuring that facilities services accord with the best practice standards as defined. The GM will be JLL's and the building owners' 'Ambassador' and maintain and promote the property's position in the locality as best in class for occupiers to work in. The GM will have a close working relationship with senior representatives of the building tenants and the building Owners representatives. The GM will manage the day-to-day client activities for the assigned property/facility and be the on-site key point of contact for key stakeholders and/or client. The role will assume overall responsibility for site budgets, accounting and finance, maintenance and operations, contract services, purchasing of material, equipment & supplies, occupancy services and helpdesk. TEAM STRUCTURE Reporting to the SFM, the GM has line management responsibilities for the on-site and account specific FM team and will be the representative for specified key client/occupier issues. The GM will work in several "virtual teams" with the client focussed teams within PAM, including Client Lead, Contract Directors Property Managers and Client Financial Management, taking direction from the Client Lead FM. KEY RESPONSIBILITIES AND DELIVERABLES Client Service To understand the Client's objective and instructions in relation to the property To assist in Client reporting concerning all on-site rational issues and customer relations Act as lead for the client in all matters relating to the operation at the property to establish and enhance brand image Customer Experience Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community Regularly meet with the occupier representatives to fully understand their wants and needs within the property Manage the on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction Operations Management Ensure KPIs are met and service excellence is delivered throughout all areas of on-site operations To be responsible for the implementation of agreed best practice in accordance with JLL's Facilities Management Best Practice policies in the following areas: service charge financial management, information/communications, procurement, operations, repair & maintenance, social & environmental responsible management, customer experience and human resources (training and development) ensuring: customer service delivery standard systems and procedures standard documents and templates audit and inspection reduction of risk consistent high standards of service delivery (and their measurement) improved reporting to clients Inform the Property Manager of any occupier matters that may influence valuation/investment considerations including assistance in monitoring occupiers' compliance with covenants In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, is delivered to JLL accounting practices. To include the administration of non-recoverable budgets To understand the principal terms of occupier's leases as they affect the property management of the building and the Client's obligations to provide services including clarity on the extent of the common areas Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL's procurement policy to ensure the highest standards for the best value Ensure high quality health and safety practices are maintained, in accordance with best practice guidelines from central support under the JLL's risk management programme and the Client Lead FM Ensure all aspects of JLL's 'Socially Responsible Management' programme is implemented in relation to environmental & sustainability policies 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 in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees Where required, work with building surveyors / architects / consultants on major works People Management Lead, develop and inspire the on-site FM team (both directly employed and sub-contracted) to deliver high standards of service at the property Demonstrate and ensure a culture in the team that match core behaviours and values of being an Expert, Proactive, Innovative, Versatile, Team Player and valuing the Customer Manage and coach the team Develop and sustain a high-quality well motivated team Ensure high staff morale, trust, and work ethics Build and maintain an environment that supports teamwork, co-operation, and performance excellence within team Mentor and enable Training & Development of team members Client/Stakeholder Management Performance manage, set goals, and complete year-end assessment to be done in collaboration and agreement with your SFM and Client FM Leads Assist in recruitment and employee people management issues Manage the TUPE of staff in or out of your team working closely with the CLFM/JLLR HR Proactively engage stakeholders to ensure that on site client's expectations are met Build and develop effective client / stakeholder relationships across multiple levels of the organization On-site key point of contact for Facilities in the client's premises Ensure Service Partners are well-managed, delivering services on time and within budget Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as JLL best practice Ensure readiness for sale dealing with due diligence enquiries on disposal and lettings from a facilities perspective Assist in the delivery of 'Instinct' (customer experience) operational initiatives across your portfolio in close liaison with our service partners Contracts Management Plan and manage all contracts to ensure that they are professionally delivered at the right costs. Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed. Ensure contracts are continually assessed to deliver best value to the client. Finance Management Actively work to ensure that the site's financial operations are meeting or exceeding targets and control requirements including the JLL Code of Ethics Ensure financial processes always followed Health & Safety Management Ensure the provision of a safe working environment Ensure compliance with statutory regulations on fire, health and safety standards Site Operations Management Recommend continuous quality improvement practices and implement Industry Best Practice operations Implement building procedures and performance measures and ensure they are always maintained Ensure all Critical Environment (CEM) requirements are met Review existing operations regularly to reduce costs and improve operational standards 24/7 emergency call support and site attendance are required Risk Management Ensure a property risk management program including audits is implemented and maintained Ensure disaster recovering and business continuity plans are implemented and maintained Ensure escalation procedures and incident reporting procedures are implemented and in place Assist in the development of guidelines and strategies to ensure compliance with JLL's business conduct Achieve Key Performance Indicators and Service Level Agreement targets CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA Key Skills Customer service-oriented attitude Effective team leadership Ability to lead, train, and promote collaborative relationships within the team Excellent project management and organizational skills Proven ability to manage multiple complex operational matters Problem-solving and strategic thinking skills Analytical and quantitative problem-solving approach Employing holistic approaches and long-term solutions Strong communication skills in English and local language Attention to detail and passion for delivering high-quality services Self-motivated, confident, and energetic Effective in handling stressful situations Flexibility to adapt to rapidly changing environments Goal-oriented with a focus on meeting performance targets Team player with cooperation and collaboration abilities Proven initiative in driving improvement initiatives Demonstrates honesty, trustworthiness, and openness to new ideas Excellent customer service skills with a successful track record Strong management experience in a high-profile commercial environment Understanding of building design, base build management, and service charge budgets Ability to effectively motivate and manage operational management teams Experience in managing major CAPEX projects Strong commercial acumen and leadership skills to exceed targets. Ideal Experience Degree or RICS equivalent qualification in facilities management, building, business, or related field, or 5-10 years' experience in facilities, property management, hospitality, or related field Experience in a commercial environment Knowledge of local occupational health and safety requirements Understanding of critical facilities and vendor management for specialized services Basic technical knowledge of property systems (Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system) Capacity to understand and interpret commercial contracts Strong budget management and financial analysis skills Client-focused with a proactive and professional approach to customer service and stakeholder engagement Ability to interact with a wide range of client staff, including senior levels Conflict management and ability to balance client and firm requirements Broad understanding of commercial property operations and maintenance Experience implementing and managing sustainability practices Familiarity with building codes and regulations Proficiency in property management software and technology Skilled in data analysis, reporting, problem-solving, and decision-making Effective communication and presentation skills Location: On-site -Birmingham, GBR, Solihull, GBR, Staffordshire, GBR, Warwickshire, GBR If this 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 EMEATAjll.com 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 Contact Us page > I want to work for JLL. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. 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