What are the responsibilities and job description for the Director, AMR IFM Lead position at JLL?
Primary Responsibilities Include:
The role is responsible for shaping and forming IFM account strategy and executing the resulting business plans with both direct and indirect AMR reports and through peers on the account Global Leadership team.
Works collaboratively across all Account service lines contributing to the continued successful performance of the Global Account
Ensure service delivery is of high quality, exceeding the clients' expectations, exciting and delighting our customers everyday
In collaboration with the Customer and through the wider IFM team, develops, manages and implements Voice of the Customer (VOC) feedback solutions to raise the bar on Customer Experience.
Builds and leads High Performing Teams by hiring, attracting and retaining a team of top talented employees; improving team performance through regular coaching and feedback; providing recognition and developing talent towards their next career step
Understands the client's key business drivers with the ability to look around corners, displaying agility and the ability to focus teams on the key priorities
Embody the firm's values and core behaviors of collaboration, integrity and excellence
Display a proactive approach to advancing both JLL's and the Customer's diversity and inclusion objectives
Deliver Financial Results
Support the clients continued rapid growth to extend beyond existing service lines and/or geographies
Contributes to the Growth of the Company becoming an internal reference for best in class service delivery that can be leveraged across JLLs business
Working with Regional Functional Leads/Subject Matter Experts (SME) to support and deliver programs, policies and processes across the region and globally
Support the AMR Account Director to drive and achieve goals and objectives including P&L, risk, compliance, people, sustainability, etc.
Deliver SLAs, CPIs & KPIs for the account
Make fact-based decisions using multiple data sets and use root cause analysis to drive improvement and correction of errors
Be a delegate for the AMR Account Director as needed.
Business Strategy
Work with the AMR Account Director in defining the regional account strategy
Work with global and region in defining the goals and objectives
Represent IFM in internal and external networking forums and client functions
Financial Management / Cost Control / Profitability
Working with the AMR Account Director to drive the Operational review process and facilitate the provision of accurate financial and commercial management information as required on a monthly basis.
In conjunction with the Finance Lead, support the preparation of accurate budgets and forecasts
Accountable with the Finance Lead to achieve the business financial objectives and associated CPIs & KPIs.
Client/Stakeholder Management
Develop strong relationships with client's key representatives and local stakeholders within the region and globally
Build a strong relationship with the client developing trust, demonstrating ownership of all IFM issues, including driving innovation and change management.
Develop strong relationships across the JLL IFM platform and the industry generally
Ensure a pro-active approach to understanding the client's changing priorities and to remain abreast of current strategy, thinking, policies and procedures.
The IFM Director is a proven relationship builder and team player, a key member of the AMR Account Leadership team with a customer obsessed approach, driving cross-functional collaboration and coordination.
Develop and lead high performing teams
Align the team with client priorities and the account's vision and strategy.
Attract, develop and retain a team of talented employees; committed to delivering exceptional client results and demonstrating the JLL values.
Understand the strengths, opportunities and skill sets of the team and improve performance and productivity through regular coaching and feedback.
Work with AMR Account Director and regional SMEs in defining and driving performance management
Identify any gaps in skill sets or resources required to achieve account goals.
Ensure career succession plans are in place for key personnel in the regional team and proactively manage these to avoid operational disruption
Develop and maintain empowered, pro-active team culture
Experience and Qualifications
Extensive experience in leading large and diverse IFM teams in a complex account structure, managing teams across multiple countries and/or multiple functions in AMR, or Globally (ideally large country or small cross-country account experience, looking for next level of responsibility with a large, complex account)
Strong general management experience in business and operations, preferably experience in Property and/or Facilities/Workplace Management
Practical working knowledge of up-to-date tools and processes within IFM and real estate generally
Demonstrates a sound understanding of risk management across a complex, multi-site, international property portfolio
Running of schedules, budgets, contracts, invoices, processes
Skills and abilities:
Outstanding leadership skills
Comfortable dealing with a high level of ambiguity
Strong communication and presentation skills with the ability to persuade, influence and partner to achieve goals
Evidence of strong interpersonal skills in order to establish credibility with colleagues and senior management and to foster effective working relations with a wide range of senior internal, client, and external contacts
Strong cultural awareness: unwavering ethical standards; drives excellence and is innately collaborative. Understands how to be effective operating across geographies and cultures
Proficient planning and organizational skills
Able to lead and inspire, guide and coach, and develop the performance of the team
Demonstrable capability to deal with ambiguity and solve complex problems effectively; knows when to escalate
Proven ability to employ holistic, Strategic, Think Big approaches and looks at long term solutions
Ability to lead and implement change
Ability to make thoughtful decisions at pace
Commercially and financially astute
Awareness of the value and importance of equality and diversity
Languages: candidates must have strong business-level English language skills. Ability to speak Spanish and/or Portuguese is a plus
The post holder will be required to travel across the US and possibly LATAM.
Every day is different, and in all these activities, we'd encourage you to show your ingenuity.
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!
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
The role is responsible for shaping and forming IFM account strategy and executing the resulting business plans with both direct and indirect AMR reports and through peers on the account Global Leadership team.
Works collaboratively across all Account service lines contributing to the continued successful performance of the Global Account
Ensure service delivery is of high quality, exceeding the clients' expectations, exciting and delighting our customers everyday
In collaboration with the Customer and through the wider IFM team, develops, manages and implements Voice of the Customer (VOC) feedback solutions to raise the bar on Customer Experience.
Builds and leads High Performing Teams by hiring, attracting and retaining a team of top talented employees; improving team performance through regular coaching and feedback; providing recognition and developing talent towards their next career step
Understands the client's key business drivers with the ability to look around corners, displaying agility and the ability to focus teams on the key priorities
Embody the firm's values and core behaviors of collaboration, integrity and excellence
Display a proactive approach to advancing both JLL's and the Customer's diversity and inclusion objectives
Deliver Financial Results
Support the clients continued rapid growth to extend beyond existing service lines and/or geographies
Contributes to the Growth of the Company becoming an internal reference for best in class service delivery that can be leveraged across JLLs business
Working with Regional Functional Leads/Subject Matter Experts (SME) to support and deliver programs, policies and processes across the region and globally
Support the AMR Account Director to drive and achieve goals and objectives including P&L, risk, compliance, people, sustainability, etc.
Deliver SLAs, CPIs & KPIs for the account
Make fact-based decisions using multiple data sets and use root cause analysis to drive improvement and correction of errors
Be a delegate for the AMR Account Director as needed.
Business Strategy
Work with the AMR Account Director in defining the regional account strategy
Work with global and region in defining the goals and objectives
Represent IFM in internal and external networking forums and client functions
Financial Management / Cost Control / Profitability
Working with the AMR Account Director to drive the Operational review process and facilitate the provision of accurate financial and commercial management information as required on a monthly basis.
In conjunction with the Finance Lead, support the preparation of accurate budgets and forecasts
Accountable with the Finance Lead to achieve the business financial objectives and associated CPIs & KPIs.
Client/Stakeholder Management
Develop strong relationships with client's key representatives and local stakeholders within the region and globally
Build a strong relationship with the client developing trust, demonstrating ownership of all IFM issues, including driving innovation and change management.
Develop strong relationships across the JLL IFM platform and the industry generally
Ensure a pro-active approach to understanding the client's changing priorities and to remain abreast of current strategy, thinking, policies and procedures.
The IFM Director is a proven relationship builder and team player, a key member of the AMR Account Leadership team with a customer obsessed approach, driving cross-functional collaboration and coordination.
Develop and lead high performing teams
Align the team with client priorities and the account's vision and strategy.
Attract, develop and retain a team of talented employees; committed to delivering exceptional client results and demonstrating the JLL values.
Understand the strengths, opportunities and skill sets of the team and improve performance and productivity through regular coaching and feedback.
Work with AMR Account Director and regional SMEs in defining and driving performance management
Identify any gaps in skill sets or resources required to achieve account goals.
Ensure career succession plans are in place for key personnel in the regional team and proactively manage these to avoid operational disruption
Develop and maintain empowered, pro-active team culture
Experience and Qualifications
Extensive experience in leading large and diverse IFM teams in a complex account structure, managing teams across multiple countries and/or multiple functions in AMR, or Globally (ideally large country or small cross-country account experience, looking for next level of responsibility with a large, complex account)
Strong general management experience in business and operations, preferably experience in Property and/or Facilities/Workplace Management
Practical working knowledge of up-to-date tools and processes within IFM and real estate generally
Demonstrates a sound understanding of risk management across a complex, multi-site, international property portfolio
Running of schedules, budgets, contracts, invoices, processes
Skills and abilities:
Outstanding leadership skills
Comfortable dealing with a high level of ambiguity
Strong communication and presentation skills with the ability to persuade, influence and partner to achieve goals
Evidence of strong interpersonal skills in order to establish credibility with colleagues and senior management and to foster effective working relations with a wide range of senior internal, client, and external contacts
Strong cultural awareness: unwavering ethical standards; drives excellence and is innately collaborative. Understands how to be effective operating across geographies and cultures
Proficient planning and organizational skills
Able to lead and inspire, guide and coach, and develop the performance of the team
Demonstrable capability to deal with ambiguity and solve complex problems effectively; knows when to escalate
Proven ability to employ holistic, Strategic, Think Big approaches and looks at long term solutions
Ability to lead and implement change
Ability to make thoughtful decisions at pace
Commercially and financially astute
Awareness of the value and importance of equality and diversity
Languages: candidates must have strong business-level English language skills. Ability to speak Spanish and/or Portuguese is a plus
The post holder will be required to travel across the US and possibly LATAM.
Every day is different, and in all these activities, we'd encourage you to show your ingenuity.
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!
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
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