Operations Lead

Job Summary

Account Lead will oversee the entire bouquet of Property Management Services provided at the site. The role will be to ensure smooth operations at the facility/site by enhancing efficiency using innovation and technology. The role will encompass and not be limited to:

Job Responsibilities

Responsible for overseeing the operations for all sites and to ensure that our operations are in line with regulatory requirements, internationally accepted best practices applicable systems.

Responsible for coordination with site team and ensure timely completion of Major and other works at sites

Ensure look and feel at the sites.

Customer Relationship Management in coordination with site team. Ensure adherence of meeting calendar and timely closure of open points

Responsible for meeting financial targets for the account and support /find new avenues for increase in revenue

Responsible for closing all audit findings

Responsible for tracking and closure of open operational items

Responsible for Implement MAD program

Ensure implementation of IMS across sites.

Ensure implementation of uniform SOPs / Account Plan across sites.

Ensure implementation of new initiative/ best practices to improve efficiency and enhance service levels across all sites

Ensuring uniformity of training calendar across all sites and conducting of trainings from SMEs, Sites and HO

Ensure implementation of all JLL technological tools and ensure adherence at sites

Ensure timely submission of reports from the sites.

Attrition Management at sites

Attend meetings, conferences, workshops and training sessions and reviews publications and audio-visual materials to become and remain current on the principles, practices, and new developments.

Conduct routine and surprise audits of the sites to confirm the adherence of SOPs

Ensure timely submission of MIS and related reports to respective stakeholder.

Ensure timely response on mails, occupant concern resolution and minute of meeting circulation.

Support JLL emerging business by sharing the leads of works taken up at the sites

Demonstrate usage of training tool for self-development

Inculcate the culture of appreciation

Take part and drive JLL initiatives like DI, CSR, Safety Week etc

Imbibe JLL culture and values

Support Account Director in people performance evaluation/assessment and succession planning

Any other task / responsibility assigned by the management time to time

People Skills

Team building and leadership

Customer Service

Interpersonal and General Management Skills

Possess strong organizational, mentoring relationship management skills while maintaining high standards of personal performance and professionalism with ability to relate to people at any level of business and management.

Professional Motivation ~ Team Management ~ Customer Service ~ Compliance

Vendor Management

Management of contract resource to achieve Service Level Agreements to Key Performance Indicators at optimum cost.

Background verification to be captured and filed for the new employee from vendors.

Achievement of Contracted Service Levels and Performance Indicators.

Achievement of contracted Customer Satisfaction expectations.

Management of resource to ensure no disruption to client business.

Achievement of savings initiatives if any.

Delivery of Agreed Initiatives as per Client / Jones Lang LaSalle Initiatives Road Map.

Achievement of performance goals as agreed with manager

Key Performance Measures

SLA and KPI delivery

Level of communication within the organization and with the client Management team

Finance Management for both Client JLL

Continuous improvement in the following

o Morale and satisfaction of employees under management.

o Client satisfaction Internal External

o Improvement and savings initiatives .

Qualifications

Bachelor s degree/ Masters Degree or equivalent

15 years minimum prior relevant experience in facility / property management, preferred

Exceptional customer service skills and professionalism with a passion for Account management.

Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service

Excellent verbal and written communication skills with the ability to communicate professionally

Excellent organizational skills and process management

Ability to work independently - strong prioritization and time management skills

Ability to work with diverse teams - lead by example; respectful, cooperative, accountable

Ability to manage multiple priorities and deliver results in a fast-paced environment

Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook)