Asset Experience Manager

Location: Greater London

## Asset Experience Manager
* Collaborate with the Royal London asset manager to set the strategy, calling on subject matter experts as required.
* Act as main point of contact for Royal London asset manager(s) and lead relationships with professionalism and accountability.
* Identify how JLL can support the client needs and requirements and discuss with JLL client relationship team on how JLL service can be revised and improved.
* Maintain clear grasp of client's asset/portfolio strategy, drivers/values and articulate these to the wider team
* Support emergency planning, business continuity, testing, and monitoring with emergency management support as required.
* The role is envisaged as predominantly site based with key focus occupier visibility
* Serve as the primary point of contact for all customer enquiries, concerns, and service requests, ensuring timely response and resolution while maintaining positive relationships.
* Proactively identify opportunities to improve the customer experience through building amenities, services, and programming.
* Act on customer feedback to create a productive and engaging environment that adds value to their occupancy.
* Work with RLAM CX Strategy Director to utilise training opportunities and advise AM of CX implementation opportunities
* Feedback all customer intelligence to the asset management team.
* Work with JLL Accounts teams on financial accountability, cashflow management, and customer/supplier credit control.
* Provide strategic advice to asset managers on customer debt recovery, with support from Accounts Receivable.
* Prepare and manage service charge budgets and reconciliations according to RICS Professional Standard for Commercial Service Charges and client KPIs.
* Support supplier payments via Proactis and manage supplier payments processes, including purchase orders and invoice approvals.
* Oversee management of financial trackers, ensuring accuracy including utility recharges, turnover and commercialisation.
* Respond to customer and consultant queries and challenges in a timely manner.
* Liaise with Data Management team on complex and protracted lease queries
* Provide application recommendations to the Asset Manager. Receive and analyse customer applications under the lease, including alienation and alterations.
* Ensure customer compliance with lease covenants, including complicated or contentious perceived breaches
* Resolve customer matters affecting valuation
* Liaise with appropriate additional advisers as required (legal, building surveying etc.)
* Working with RLAM JLL Asset Experience Services Team to ensure strong internal stakeholder relationship for efficiency of work whilst owning output to the asset manager.
* Manage risk actions and undertake statutory compliance management.
* Conduct / Arrange H&S checks (monthly and voids), including Site Safety
* Checks/Inspections and Void Management Inspections. Utilising third parties where appropriative (void security)
* Handle Accidents & Incidents reporting and follow-up.
* Manage E-Permits (permits-to-work) system and support ISO
14001 compliance requirements.
* Coordinate LRQA audits and compliance activities.
* Ensure compliance with health and safety legislation and implement compliance measures.
* Support and implement ESG initiatives in alignment with client's ESG strategy and JLL's responsibilities.
* Be aware of industry and legal obligations in relation to ESG.
* Assist with sustainability reporting and compliance requirements.
* Support Asset Sustainability Plans, ESG Database and Risk Assessments. Supplier & Contract Management
* Lead representation at site level framework partner meetings, to ensure high standards of service delivery.
* Responsibility for scope of services and contract…