FM Workplace Services Director

TN United Kingdom; London; On-site; GBP 60,000 - 100,000; Full time

Job description

Financial Management

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Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world-class services, advisory, and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers, and find a place where they belong. Whether you have deep experience in commercial real estate, skilled trades, or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Summary:

The FM Workplace Services Lead is a key member of the Client Senior Management Team (SMT). Working closely with this team and the client, they will develop and deliver strategies to enhance the performance of the managed portfolio. The FM Workplace Services Director will manage, direct, and motivate the FM team and service partners to ensure delivery of excellent, customer-focused operational services that meet or exceed client and customer expectations across the entire Aviva Investors managed portfolio.

Team Overview:

The FM Workplace Services Director will be responsible for all FM services across the managed portfolio, building and maintaining effective relationships with internal stakeholders (such as surveying, sustainability, building consultancy, lettings, customer experience, client financial services) and external stakeholders (Aviva Investors and its customers). They will act as the primary client FM representative in all property-related stakeholder relationships.

Purpose:

A focus on the following is essential:

• Value for Money in service delivery—operating costs and service levels are continuously reviewed, measured, and benchmarked.
• Full compliance and effective risk management of site operations.
• Excellence in service delivery—fostering a 'one team' ethos across FM and all service partners.
• Regular review and benchmarking of standards and innovations to ensure a 'world-class' service.
• Robust and harmonious relationships with service partners, maintaining exemplary standards of delivery.
• Ensuring the portfolio supports the health and wellbeing of its customers.
• Performance management of the FM team against the client FM Statement of Works, along with training and career development plans.
• Annual business planning and quarterly performance reporting.

Responsibilities:

People Management & Leadership

• Lead and manage the FM team, ensuring appropriate resourcing and alignment with Aviva Investors and JLL's vision and objectives.
• Achieve standards outlined in the FM Statement of Works.
• Provide leadership to maximize team effectiveness and efficiency, including performance feedback, development plans, and training.
• Recruit, resource, and plan team activities to ensure full staffing and operational efficiency.
• Ensure all staff and service partners receive proper training and site inductions.
• Develop succession plans for key team members.
• Encourage innovation and process improvements within the FM team.

Client Service

• Participate in the Senior Management Team, addressing strategic FM issues and proposing solutions.
• Contribute to the JLL/AI Business Plan, collaborating with the Client Lead.
• Coordinate with the Customer Experience Lead to enhance customer service initiatives.
• Work with the ESG Lead to align FM capabilities with strategic objectives.
• Ensure understanding and compliance with the Property Management Agreement and timely fee claims.
• Deliver excellent customer experiences, measured by feedback and performance metrics.
• Provide accurate management information to AI and JLL senior management to support asset and business planning.

FM Operations

• Manage the outputs and performance of JLL, ensuring responsibilities under the property management agreement and FM statement of works are met.
• Maintain high service standards through KPIs and regular reporting.
• Communicate key issues to AI, including organizational changes and initiatives.
• Identify and explore opportunities for additional services and efficiencies.
• Align with the ESG Lead to promote sustainability within the team.
• Oversee procurement processes for service providers, reviewing contracts as needed.
• Collaborate with service partners to ensure high standards and innovative practices.
• Manage property transitions into and out of management smoothly.
• Implement policies for emergency and out-of-hours coverage.
• Ensure adherence to risk management and safety policies.

Financial Management

• Ensure timely and accurate provision of service charge budgets, expenditure reports, and year-end reconciliations.

Qualifications:

• Strong leadership, influencing, negotiating, and change management skills.
• Ability to develop and implement business plans.
• Problem-solving skills, maintaining composure under reactive situations.
• Approachable, empathetic, diplomatic, and attentive listener.
• Excellent customer service skills.
• Experience managing premium assets with a successful track record.
• High financial acumen, analytical skills, and computer literacy, capable of managing profit centers.
• Experience preparing asset plans, budgets, and detailed reports.
• Detail-oriented, systematic, and diligent.
• Skilled in managing change within diverse groups, promoting best practices and strategic advice.

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 learning about what you bring to the table! For application process adjustments, please contact us at [phone]. For other inquiries, visit our Contact Us page > I want to work for JLL.

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