General Manager

Jones Lang LaSalle Incorporated; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading global provider of real estate services is seeking a dedicated professional to manage operations at One Exchange Square in London. The role involves client service, customer experience management, and operations oversight, ensuring high standards and satisfaction. Ideal candidates will have strong leadership skills, a background in managing Grade A office environments, and a commitment to delivering exceptional service.

Qualifications

• Strong management experience in a high-profile Grade A office environment.
• Proven track record in managing and motivating on-site operational management teams.
• Experience of mobilising a Grade A office building from pre-practical completion.

Responsibilities

• Understand Client’s objectives and assist in reporting on operational issues.
• Manage on-site service partner teams for optimal customer satisfaction.
• Lead the building's mobilisation from construction to operational state.

Skills

Customer Service

Management

Leadership

Commercial Acumen

Job description

JLL empowers you to shape a brighter way.

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 to find a place where they belong. Whether you’ve got 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.

Responsibilities and Deliverables
Client Service
• To understand the Client’s objective and instructions in relation to the One Exchange Square.
• To assist in Client reporting concerning all on-site operational issues and customer relations.
• Act as lead for the Client in all matters relating to the operation at the One Exchange Square 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 One Exchange Square.
• Manage the on-site service partner teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs.
• Liaise with the Client to undertake periodic customer feedback sessions and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction

Operations Management
• Working with the JLL Design for Management Team take a lead role in mobilisation of the building from construction to operational i.e. undertaking all mobilisation tasks from before completion to a
‘business as usual’ state (in accordance with the JLL Mobilisation Plan and Budget which will be agreed from time to time with the Client).
• Build, lead, develop and inspire the on-site Management Team (both directly employed and sub-contracted) to deliver high standards of service at the property.
• Working with the JLL PAM Team ensure the JLL PMA scope is delivered and all SLAs and KPIs are met such that service excellence is delivered throughout all areas
of on-site operations. To be responsible for the implementation of agreed best practice in accordance with the JLL PMA and 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
• audit and inspection
• reduction of risk
• consistent high standards of service delivery (and their measurement)
• improved reporting to clients
• Inform the JLL PAM Team and Client of any occupier matters that may influence valuation/investment considerations including assistance in monitoring occupiers’ compliance with covenants.
• In conjunction with the JLL PAM 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 (formal) 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 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 PMA and 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 RFM
• Ensure all aspects of the JLL PMA, Client’s ESG requirements and 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 appointed professional consultants Building Surveyors/Architects/Designers consultants as well as MEP, VT and Energy consultants.

Retail
• Engage with the retail arcade occupiers to monitor trading and assist with any marketing as necessary. Reporting to the surveying and asset management teams as necessary.
• Liaise with Broadgate Estates to link the retail arcade with any marketing and events taking place across the estate.
• Liaise with Broadgate Estates to ensure the services to the arcade are being provided to the required standards.
• Ensure that the retail occupiers form part of the building’s strategy and link them with office occupier events as appropriate.

Qualifications:
• Excellent customer service skills and a track record of implementing successful customer orientated activities.
• Strong management experience gained within a high-profile Grade A office environment
• Experience of mobilising a Grade A office building from pre-practical completion to a business as usual state
• Able to collaborate and partner where appropriate with the key stakeholders to deliver a high class environment reflective of the asset.
• Able to represent the Client’s interests at meetings, events and within the Central London community
• Able to demonstrate a strong understanding of building design and base build management
• A proven track record in managing and motivating on-site operational management teams
• Experience of managing service charge budgets and major CAPEX projects
• Strong commercial acumen
• Strong understanding of service charge management

• Strong leadership skills to build a team, effectively manage and motivate the 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.

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 [e-mail] or call + 44 ( 0 ) 20 7493 4933 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.

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At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each ofusunique. We help ourpeople thrive, grow meaningful careersand find a place where they belong.Together, we strive to be exceptional and shape a better world.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visitjll.com .