Global Governance Lead

The Governance Lead owns the end-to-end governance framework for the account, ensuring a robust, multi-layer governance structure and meeting cadence is in place to oversee successful programme delivery and a transparent, high-trust partnership between the client and JLL. Where the role has historically been coordination-led, it is now scoped as a strategic ownership role: the Governance Lead is accountable not only for tracking and reporting performance, but for driving the KPI framework itself - setting direction on what is measured, how it is governed, and how outcomes translate into improvement action across the account.

The role brings together contract governance (Master Service Agreement / Appendix 9 compliance, change control, escalation management) with performance and KPI ownership (design, tracking, reporting and improvement planning), giving the account a single senior point of accountability for how governance and performance are managed and evidenced. Reporting line:
Reports directly to the Global Account Director. The role will be based in the UK and require regular attendance at the London office. Strategic Scope

• Act as the single senior owner of the account's governance framework and its performance narrative - connecting contractual governance obligations to measurable business outcomes for both HSBC and JLL.
• Set the direction for how KPI and performance data is used across the account: not just reporting the numbers, but shaping what is measured, why, and what action it should drive.
• Provide HSBC Executive Management and JLL leadership with a credible, evidence-based view of contract health, governance and KPI risk, and performance trends.
• Represent governance and performance management as a strategic capability within the account, rather than a purely administrative or reporting function., Governance Framework & Contract Compliance
• Own the account's governance structure and meeting cadence, ensuring alignment with MSA / Appendix 9 (Governance) requirements.
• Ensure MSA governance requirements are adhered to across the account, tracking that all required meetings and forums take place.
• Own the change control process, ensuring it is robust, consistently followed and appropriately documented.
• Ensure escalations are raised to the appropriate governance forum and resolved in a timely manner.
• Ensure annual goals and objectives are mutually agreed with the client and cascaded through the organisation.
• Collaborate with other Tier 1 partners to ensure consistency of governance approach across the wider platform and programmes.

• Own the account's KPI framework end-to‑end: definition, data sourcing, tracking, reporting and improvement action planning across all functional leads and disciplines.
• Hold functional and regional leads to account for KPI performance, driving a consistent, evidence‑based approach to performance management across the account.
• Partner with JLL's Business Intelligence team to design and maintain efficient, effective KPI tracking and reporting tools that evidence performance and compliance against the MSA.
• Analyse year‑to‑date metric variances; recommend and implement corrective actions and improvement plans, and track them through to resolution.
• Maintain a deep working knowledge of contract KPIs and reporting requirements, acting as the escalation point for KPI‑related queries.
• Own the client survey process end‑to‑end - design, deployment, performance tracking and resulting action planning.
• Provide reporting on the agreed cadence to give HSBC Executive Management clear visibility of performance against KPIs and broader contract health.

• Own tracking and reporting of the Operational Responsibility Matrix…