Key Tasks & Responsibilities

On/Remote site Operations Management

• Responsible for all of site operations with team managers
• Develop a deep understanding of contract key performance indicators (KPIs) and reporting requirements.
• Work with technology teams to design effective tracking and reporting tools for KPIs, SLAs, monthly, quarterly and/or annual reports, etc. used to track JLL’s performance
• Analyze data and metric variances, recommend and implement change programs and mitigation strategies aimed at improving performance results
• Participate in special projects and/or facilitate ad hoc reporting requests as required
• Provide communications management for internal and external account marketing and communications, including online content management
• Shape and deploy a process management mentality that focuses on leveraging JLL best practices for deployment on the account
• Participate in managing the relationship with the Client’s Performance Management SME and translate their business objectives into JLL’s account business plan when required
• Ensure data integrity of all technology and information systems across the portfolio and audit from time to time
• Establish and deliver key account initiatives as determined and agreed with the Leadership Team and Client
• Drive client initiatives such as savings targets, benchmarking and best practices
• Consolidate information & generate reports, communications & documents as required by client
• Always setup the target / challenge for the team to improve our services

Client/Stakeholder Management

• Develop relationships with key stakeholders in the Client’s organization to better understand their needs and requirements
• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback
• Understand the client business growth and work with stakeholders to implement growth strategies

Finance Management

• Ensure budget is prepared with accuracy and financial results are within the KPI requirements
• Look for opportunities to cross-sell services and to reduce cost to our customers operation

People Management

• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success

Vendor Management

• Assist in the management of all contractors on site to ensure they perform to the required standards (including inspection of vendors’ works)
• Assist in the procurement of vendors and services as required

People Skills

• Is able to effectively communicate with any level of person in a client organisation in both English and Japanese
• Is able to give coaching and leadership to staff.
• Is able to resolve first line conflicts in regard to customer expectation and delivery.
• Is able to deal with political situations and defuse conflict​ ​

Quest for Excellence

• Understands great service
• Strives to deliver something different
• Will not settle for mediocre delivery
• Will think in traditional and non-traditional manners

Problem Solving & Strategic Thinking

• Ability to connect strategic matters to operational deliverables
• Is able to articulate solutions and explain them well
• Analytical, proven ability to solve problems using an objective approach
• Proven ability to employ holistic approaches and looks at long term solutions with the team

Ideal Experience

• Minimum 5 years’ experience in Facilities Management or Soumu services
• Has experience in handling client matters with the experience to escalate or give first hand advice
• Has handled a P&L and or understands financial systems

Other Personal Characteristics

• Customer service-oriented attitude
• Friendly, helpful and willing to go above and beyond to help meet our customer’s needs
• Able to prioritize effectively
• Proactive and positive attitude
• Team player
• Excellent interpersonal and communication skills, including understanding for the use of confidentiality and diplomacy
• Excellent multi-tasking, project management and organizational skills
• Ability to work in a fast-paced environment and meet deadlines