Lead Director - Property Management

Job content

About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Key Responsibilities

Account Planning and Leadership

To drive the strategic account plan for the client comprising;
A clear understanding of The Crown Estates 2030 vision and strategy and how we can work in partnership with them to help drive performance
A growth plan to stimulate opportunities for organic and strategic growth within the contract through areas such as asset management and cross selling utilising the capabilities of other parts of JLL and ensuring the account follows an annual business planning process that generates a JLL-internal CRM Account Plan and a client-facing Service Delivery Plan
Provide intelligence to feed into wider Business development pipeline
Support contract renewal and new services planning
Management of the relationship between The Crown Estate and JLL, displaying client centric behaviour, acting as the client’s internal advocate and contributing to the Client + Programme
Ensuring client and customer/occupier satisfaction is routinely measured
Support the Client Relationship Director with key reporting metrics.
Share best practice with other Contract Directors in the JLL PAM business

Operational Management
Responsibility for day to day operational performance of the Property Management team and associated client liaison
Performance management in client facing contractual and internal KPIs
Ensuring compliance with the Management Agreement including management of scope creep
Ensuring best practices are identified, aligned and integrated
Ensure there is a governance program in place, with a regular cadence of client meetings, to deliver agreed business outcomes while elevating the conversation to become a strategic partner in advancing the client’s business success
Communications and reporting
Establishing, driving and sustaining a formalised model to communicate performance, plans and outcomes to the client. This will require mechanisms such as a regular rhythm of informative communications for organisation announcements, client business updates, and work process updates, quarterly reporting, operational and partnership board representation
Introduces innovative thinking and innovative solutions into the account, drawing on JLL and other third-party solutions to ensure that service levels are developed over the life of the contract
Contractual deliverables and ensuring that the day to day operations are providing assured service delivery for the client and their customers, building and sustaining strong relationships with key stakeholders
Works closely and collaboratively with colleagues from virtual teams especially the Property Management Services group

Contract Management
Ensuring a full understanding of the contract is gained and sustained throughout the team delivering contract training as required
Ensuring full compliance to the contract and ensuring change controls are set up for scope changes
Responsible for any contract escalations and resolution management
Ensuring the contract abides with the provisions of the Master Agreement between the client and JLL as well as following the Contract Change Control. This will include the Statement of Work, KPIs, and SLAs

P&L Management
Supporting the CRM in responsibility for the P&L of the client account(s) end to end ensuring adherence to reporting standards

Compliance and Reporting
Compliance - ensure all appropriate compliance is maintained across all service areas and a stringent safeguarding of health and safety Financial and other Audits, Delegation of Authority and ISAE
Health & Safety - Compliance with HSE-related Laws and Safety Management

Quality Management & Controls including:
Risk identification and mitigation, annual controls audit,
Quality Assurance and reporting,
Report performance on quality management and contract assurance per requirements.

People

Ensure that all core facets of this area are delivered, working closely with colleagues from other parts of the business especially Property Management Services and Client Financial Solutions, including:
Ensuring a robust Resource Management and Succession Planning Process is in place
Responsibility for team Leadership, Coaching and Personal Development
Role modeling the JLL Leadership Capabilities
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What you can expect from us
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
We can’t wait to see where your ambitions take you at JLL. Apply today!