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Account Director - UK

What this job involves

The Account Director is responsible for ensuring a high level of client satisfaction, establishing and managing the service delivery team, delivering key initiatives as well as ensuring consistency in processes, systems and reporting.

The role also ensures efficient and consistent operations of all workspace, experience and operational activities to meet contractual obligations with respect to the property portfolio of the Client throughout the region, achieving the Client’s outsourcing objectives, consistency and risk management. The market lead has accountability for delivering on the regional financial P&L and its management within the IFM business.

What your day-to-day will look like:

Leadership

• Establish the vision and strategy of the account plans and ensure the client receives exceptional delivery
• Understand the client’s key business drivers, and focus the team to ensure those priorities are aligned with

JLL’s Deliverables

• Ensure the account team is high performing and delivery is driven by global platforms and consistency
• Hire, attract and retain a team of top talented employees; Improve team performance through regular coaching and feedback; provide recognition

Client/Stakeholder Management

• Manage relationship with key Client stakeholders and the organisation’s counterparts in RES management to ensure net promoter results from the KPI RES satisfaction survey.
• Serves as point of contact for JLL service delivery and escalation point to regional management
• Accountable for the service delivery to meet contractual obligations of JLL
• Develop and implement business plans which meets the Client’s outsourcing and JLL’s objectives for the account
• Develop and maintain a detailed understanding of the Client’s business and key factors influencing their requirement for our services
• Maintaining the Governance and reporting rhythm of the account.

Finance Management / Cost Control / Profitability

• Assist the Client with the development of the property budgets and forecasts in accordance with the financial timetable
• Be responsible for achievement of the agreed financial targets for the account; revenue, expenses and debtors targets
• Meet the agreed growth targets for the account
• Identify opportunities to cross-sell services

Functional Responsibilities

• Bring strategic concepts to life in tangible, effective programs that demonstrate thought leadership and operational relevance
• Responsible for direct management of all resources involved in the delivery of services, e.g. recruitment, performance assessment, etc.
• Actively manage the professional development of all direct reports
• Prepare and implement a Succession Plan for the market
• Responsible for the implementation of technology systems to support service delivery, and ensure the required reporting from the systems
• In conjunction with the regional client representative, implement standard operating procedures and processes for the account
• Develop, implement and manage all regional initiatives and programs for the account
• Drive client specific initiatives such as, benchmarking and best practices
• Source, transfer and implement best practices to the account
• Prepare account reporting, driving consistency in each country

Contract Management

• Ensure adherence to the contract
• Responsible for the achievement of Account Key Performance Indicators (KPI’s), service levels and other measures as contracted
• Implement and manage the change control process
• Manage the governance process for the account
• Ensure that all defined services are completed in accordance with all operating procedures, statuary requirements, and within the Health and safety guidelines.
• Proactively involved in ensuring that services are reviewed, and refinements made to enhance these services.
• Develop a close working relationship with all of the vendors under his/her control to ensure that they fully understand the Client culture and are made to feel part of the team delivering a high-quality service.
• Ensure all Vendor KPI’s are upheld

#LI-JA1

Location:

On-site –Birmingham, GBR

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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