Client Lead FM

Location: Greater London

** JLL empowers you to shape a brighter way**.Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  

Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

The Client Lead FM role is to have full responsibility for a specific client or small group of clients within JLL’s UK Property Management division, which is part of JLL’s global Real Estate Management Services (REMS) business line. Assets managed will be a range of properties from both office, industrial and retail sectors. The Client Lead FM will report to a Property Delivery Lead and will manage a team of site staff and interact with key departmental and colleagues across the UK business.
** Key responsibilities**:
** Account planning and leadership
** To drive and deliver the client(s) operational requirements comprising:
* A clear understanding of the clients’ vision and strategy and how we can work in partnership with them to help drive their performance;
* Contribute to a growth plan and looking for opportunities to help grow the contract through your areas of responsibility, such as asset management and cross selling utilising the capabilities of other parts of JLL
* Provide operational intelligence to the Property Delivery Lead and feed into the wider business development pipeline
* Assist in contract renewal and new services planning
* Support the Contract Director and Property Delivery Lead with client meetings and engagement
* Ensure client and customer/occupier satisfaction is routinely measured
* Support the Client Relationship Lead and Property Delivery Lead with key reporting metrics
* Share best practice with Property Delivery Lead and other Client Lead FMs
** People
* ** To be directly responsible for FMs and other site-based JLLR employees in respect of their recruitment, performance, training and development.
* Identify and retain key talent by ensuring effective career development and mobility, within the wider Property Management team
* Performance management, goal setting and year end assessment to be done in collaboration and agreement with the relevant Property Delivery Lead
* Arrange regular team meetings, inviting relevant stakeholders from Property Management etc to provide updates and drive performance / best practice standards
** Service Delivery and Operational Management
**** Day to day operational management
** This will include:
* Responsibility for day-to-day operational management for specific client(s)
* Performance management and operational understanding of the PMA and internal KPI's
* Ensuring compliance with the PMA including effective management and escalation to Property Delivery Lead regarding scope creep
* Ensuring best practices are identified, aligned and integrated, within the client operational FM team
* Ensure the smooth transition of properties into management as defined by JLL Policy, Process and Procedures on the PM Process HUB, including the transition of service contracts from previous owners so as to align with the JLL Procurement Policy or the agreed Client appointed suppliers, working closely with the Property Delivery Lead
* To ensure there is a plan in place which provides emergency and out of hours cover in the Client Grouping
* Introduce 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
* Aside from the contractual deliverables, ensure 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
* To contribute and manage the overall client staff cost recovery process in collaboration with the Property Delivery Lead
* To ensure the…