Regional Operation Lead

JLL; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Total Rewards Program

Competitive pay and benefits

Job summary

JLL seeks a Regional Operation Lead for India (Bengaluru) to drive operational excellence across a regional portfolio. You will oversee client relationships, budgets, and service delivery with a focus on governance and continuous improvement.

Lead the team to ensure alignment with the client’s business drivers, using Canopy, Corrigo, Azara and other tools to optimize performance within the Master Services Agreement.

Qualifications

• Eight years’ experience in facilities account management.
• Ability to manage complex client relationships and budgets.
• Strong leadership, governance and KPI-driven delivery.

Responsibilities

• Be the single point of contact for regional service delivery and client needs.
• Develop strategic plans and ensure delivery per Master Services Agreement.
• Drive service excellence, budgets, reporting and compliance across the portfolio.

Skills

Facilities account management

Strategic leadership

Relationship management

Tools

Canopy

Corrigo

Azara

LCAM

Onsite

Job description

Regional Operation Lead – India location

Work Dynamic (Integrated Facilities Management) – India Bangalore

What this job involves:

Staying at the forefront of operational excellence

You’ll be the part of the visionary and strategist for our regional plans. As such, you’ll must understand the clients’ business needs inside and out. You’ll also be the go-to person for the operations—including standard procedures, system reports and relevant technologies.

Putting clients first—always

Client satisfaction is second nature to us, that’s why you’ll make sure that we build and maintain good working relationships with our stakeholders. You’ll be the single point of contact for our regional service delivery. As such, you must develop deep understanding of the clients’ key business drivers influencing their decision making process and how such decisions relate to their requirements for our services. You’ll also see to it that our clients’ outsourcing needs and our own objectives for the account are perfectly in sync. Apart from these, you’ll also be at the forefront of account operations, taking charge of all the resources—including technology, manpower and standard operating procedures—needed to run the operations smoothly and seamlessly.

Devising win-win solutions for all parties

You’ll be a steward to our clients, looking after their financial interests by developing property budgets and forecasts based on their finance calendar. You’ll play a pivotal role in helping our clients achieve their financial goals—be they revenue, expenses, debtor or growth targets. As you tend to our clients’ best interests, so should you represent ours by being on the lookout for opportunities to cross-sell our other services. Collecting fees from clients and tracking outstanding payments also fall on your shoulders.

Being a big-picture thinker and innovation-forward

You’ll determine the needs, requirements and constraints of our resources to ensure all operation needs can be successfully delivered. You’ll need to ensure our team represent our clients’ best interests—from inception to completion—in a professional and ethical manner.

Do you know how to drive innovation forward? You’ll better make use of this know-how in taking advantage of the role of JLL technology—including Canopy, Corrigo, Azara, LCAM, Onsite and any new initiatives as they arise—in the delivery of the contracts.

Sound like you? To apply you need to be:

We uphold excellence in everything we do—and we’re always on the lookout for people who share our values. To fit this role, you should be a:

Seasoned expert

You have at least eight years’ experience in facilities account management under your belt. Likewise, you are a pro at handling complex account structures and client sensitivities. You are also an ace on the technical and financial know-how of running a service delivery team.

Critical thinker

Does problem solving come naturally to you? In this role, you will need to come up with strategies in applying holistic approaches and long-term solutions for complex problems. You’ll also need excellent organisational skills to prioritise work and meet tight deadlines.

Compassionate leader

Teamwork is a vital aspect of our brand, and we’ll expect you to value this as well. You’ll be the team’s anchor in difficult days and their proud leader in times of success. Most important, you’ll lead by example, and promote open, constructive and collaborative relationships at all levels.

Operation Readiness

• Be the single point of contact for assigned portfolio for the Head of CRE and support regional initiatives by driving implementation and delivery.
• Comply with all requirements of the contract and meet or exceed Key Performance Indicators (KPIs).
• Drive a service excellence culture within the delivery and operational management teams. Create an environment within the team that drives continuous improvement and innovation.
• Ensure the processes and procedures within the account (be they client or JLL owned) are monitored and updated as per the Master Services Agreement (MSA).
• Work in conjunction with the Regional Account Director and Account Director to develop a strategic business plan for the delivery of the services and be responsible for the delivery of that plan as required.
• Ensure the integrity of the data within the various systems being used to manage the account, including maintenance of system drawings.
• Ensure all contractual and ad-hoc reports are delivered on time.
• Ensure contractors and their staff are on/off boarded and inducted appropriately and that all permitting and working requirements are adhered to. Ensure that contractor staff at all times meet the standards and expectations of the Client and JLL.
• Monitor Planned Preventive Maintenance plan in conjunction with local laws, regulations, and standards. Regularly engage with JLL’s COE team to ensure that schedules are compliant as per the above.
• Ensure minor repairs & works are supervised appropriately and that services are delivered on time, in a safe manner, and within budget.
• Ensure participation in any planned or unplanned power shutdowns and support the engineering team as required.
• Ensure participation in any planned or unplanned building evacuation and ensure the BCP is up to date and enacted.
• Ensure all safety procedures, including Crisis Management and Emergency Procedures, are maintained at all times.
• Support the Moves, Adds and Changes (MAC) team to ensure that space planning and churn activities are undertaken as per the MSA and client demand.

Financial Management

• Be responsible for relevant portfolio’s agreed financial targets including revenue, expenses, debtor and savings targets, and keeping within the GMP price, including raising all relevant Change Requests.
• Be responsible for the delivery and expenditure of the supply chain and accountable of the quality of services delivered.
• Participate and set the budgets for the delivery of services and ensure compliance to those budgets.
• Participate in regular reforecasting activities.
• Ensure all financial reports are accurate and timely as per the agreed timeline set out under the agreement. Ensure costs are managed within appropriate budgets.
• Ensure all client billing is completed as per the required timeline and follow-up outstanding amounts to ensure collection within contract terms.
• Ensure the supply chain is paid as per payment terms within the individual agreements.

Human Resource Management

• Be responsible for monitoring and managing the performance of the subordinate staff. Ensure each member of staff within the team has a personal development plan and it is reviewed on a 6 monthly basis.
• Be responsible for the structure of the team and manage any recruitment or performance management issues in-line with JLL processes and procedures.
• Provide support for succession planning to direct reports.
• Engage in the remuneration process at required intervals as dictated by the JLL business.

Risk Management

• Drive a risk conscious culture within the team and ensure that all works meet local and JLL standards for risk identification and mitigation.
• Ensure compliance with all Health, Safety, Environment and Risk Management policies and procedures.
• Ensure all incidents are reported as per the Bank’s and JLL internal reporting procedures.
• Ensure that a suitable emergency escalation process is in place and that Emergency call-Out & Rectification Services are conducted swiftly and efficiently. Ensure communications are escalated both within JLL and the client organization.

Leadership/Self-Management

• Actively encourage an environment that supports openness, teamwork, collaboration, performance excellence and personal success.
• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors.
• Gains respect of senior leaders in the Bank.
• Gains respect of JLL people and clients.

Key Performance Measures

This will be measured through the Compliance of MSA and Super KPI and meet the account targets; implementation of Best Practices; Customer satisfaction Survey; achieve Saving and energy Savings targets; along with other ad hoc client-reports; and meet the annual goal settings.

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.