FM Lead GCC

Key Responsibilities
Client Relationship Management & Stakeholder Engagement
Build and maintain meaningful relationships with senior executives and key stakeholders within the clients organization including COO and Country/Operational leadership throughout the GCC with primary focus on UAE operations
Proactively communicate JLLs vision and work with client Executive Leadership to understand changing business needs and support their ambitions in their future of work journey
Act as the primary point of contact and lead for client relationship management across the GCC portfolio particularly within the UAE
Gain respect of senior leaders within the client organization through strong presentation interaction and written & verbal communication skills
Ensure all key stakeholders within JLL and the clients organization are fully informed about operational updates processes and account-wide objectives
Work with business stakeholders to ensure a community feel is present and visible across all buildings
Work closely and collaboratively with client strategic partners also supporting the real estate strategy.

Service Delivery Excellence
Comply with all contract requirements and meet or exceed Key Performance Indicators (KPIs) and Service KPIs (SKPIs) as defined in the Master Services Agreement (MSA)
Drive a service excellence culture within delivery and operational management teams creating an environment that drives continuous improvement and innovation
Ensure an exceptional and memorable service is provided to the clients employees and guests across all touchpoints
Challenge the status quo and be prepared to change processes and procedures to improve building and facilities management
Ensure processes and procedures (client or JLL-owned) are monitored and updated as per the MSA
Work in conjunction with the Regional Account Director to develop strategic business plans for service delivery and be responsible for executing those plans
Ensure integrity of data within various management systems including Management Information (MI) and maintenance of system drawings escalating issues as appropriate
Ensure all contractual and ad-hoc reports are delivered on time and to the required standard
Drive proactive management through improved speed to execute hitting planned and reactive SLAs and increasing customer satisfaction scores
Operational Management
Ensure contractors and their staff are properly onboarded/offboarded and inducted with all permitting and working requirements adhered to in compliance with local regulations particularly UAE labor and safety laws
Ensure contractor staff meet the standards and expectations of both the client and JLL at all times
Monitor Planned Preventive Maintenance (PPM) plans in conjunction with local laws regulations and standards.
Ensure minor repairs and works are supervised appropriately and services delivered on time safely and within budget
Participate in planned or unplanned power shutdowns and support engineering teams as required
Participate in planned or unplanned building evacuations ensure Business Continuity Plans (BCP) are current and enacted and act as Fire Safety Manager as required
Ensure all safety procedures including Crisis Management and Emergency Procedures are maintained at all times
Support Moves Adds and Changes (MAC) teams to ensure space planning and churn activities are undertaken per MSA and client demand
Ensure space data changes are reflected in a timely manner and reported per client and JLL reporting procedures
Conduct audits and inspections in line with JLL business management systems and standard processes ensuring the actions database is regularly updated
Financial Management
Responsible for the end to end procure to pay process.
Be responsible for the P&L and overall performance delivery across the GCC portfolio with primary focus on UAE operations managing agreed financial targets including revenue expenses debtor and savings targets
Keep operations within approved budgets including raising all relevant Change Requests as needed
Be responsible for delivery and expenditure of the supply chain and accountable for quality of services delivered by all vendors
Participate in setting budgets for service delivery and ensure compliance to those budgets throughout the fiscal year
Participate in regular reforecasting activities and provide accurate financial projections
Manage financial approvals ensuring ownership of budgets and responsible management of spend including planned and rechargeable elements
Ensure all financial reports are accurate and timely as per agreed timelines set out in the agreement
Ensure costs are managed within appropriate budgets and variances are explained and mitigated
Ensure all client billing is completed per required timelines and follow up on outstanding amounts to ensure collection within contract terms
Ensure the supply chain is paid as per payment terms within individual agreements to maintain strong vendor relationships
Sustainability & ESG Leadership
Support ESG teams to ensure Energy Conservation Measures (ECM) are identified and contribute to the clients sustainability goals including Carbon Net Zero (CNZ) commitments
Own and deliver Energy & Sustainability programmes across the portfolio including energy reduction initiatives and monitoring consumption
Work with ESG teams to raise awareness and ensure optimum recycling and waste management practices for all sites
Put ESG at the heart of all decision-making and operational activities embedding sustainability into the service delivery culture
Human Resource Management & Team Leadership
Lead develop and foster a proactive and motivated FM Colleague Experience and Guest Services team supporting them in day-to-day operations service delivery and career development pathways
Drive and foster a proactive motivated and energized team culture that delivers exceptional results and continuous improvement
Be responsible for team structure and manage any recruitment or performance management issues in line with JLL processes procedures and local labor laws
Provide support for succession planning to direct reports and identify high-potential talent within the team
Actively encourage an environment that supports openness teamwork collaboration performance excellence and personal success
Create a culture that promotes Diversity and Inclusion within the team ensuring all team members feel valued and heard
Develop teams through performance assessments and training programs recognizing individual efforts and utilizing reward systems effectively
Manage staff workload through correct resourcing and develop succession plans for key team members and on-site vendors
Work closely with the Transformation Lead to deliver change programs including management of people and culture change resetting skillsets and competencies
Risk Management & Compliance
Drive a risk-conscious culture within the team and ensure all works meet local client and JLL standards for risk identification and mitigation
Ensure compliance with all Health Safety Environment and Risk Management policies and procedures across all sites
Ensure compliance with all Ethics-related policies and procedures within the team and with all vendors
Ensure all incidents are reported per client and JLL internal reporting procedures in a timely and accurate manner
Ensure a suitable emergency escalation process is in place and that Emergency Call-Out & Rectification Services are conducted swiftly and efficiently
Ensure communications regarding incidents and emergencies are escalated appropriately both within JLL and the client organization
Be Safe Aware - ensure audits and inspections are carried in line with JLL business management systems and ensure the actions database is updated regularly

Skills & Experience Required
Essential Experience
Proven track record of leading teams within a fast-paced service delivery environment with demonstrated acumen to manage performance of delivery teams
Extensive experience in client relationship management at senior executive level with ability to influence and build trust
Experience in high-end service environments ideally within corporate real estate in financial service sectors
Demonstrated experience identifying and improving customer experience through collaboration with key stakeholders
Strong experience managing P&L and budgets through financial analysis skills with accountability for business outcomes
Knowledge of vendor management for specialized services and ability to build effective supply chain partnerships
Proven capacity to understand and interpret commercial contracts including MSAs and SLAs
Technical & Professional Skills
Ability to learn technical skills quickly and at the right level to lead teams of technical experts effectively
Ability to bring clarity perspective and oversight to account teams across different service lines (FM Guest Services Engineering Projects)
Strong presentation interaction and written & verbal communication skills with a wide range of clients and stakeholders at all levels
Strong PC literacy and proven ability to manage daily activities using various systems including CAFM CMMS and financial management platforms
Experience identifying and implementing continuous improvement initiatives that deliver measurable results
Ability to operate at executive level communicating vision clearly and understanding changing business needs in dynamic environments
Leadership Qualities
Proactive and confident communicator with all key stakeholders able to engage at all organizational levels
Ability to challenge the status quo constructively and drive positive change
Ability to motivate and energize teams creating high-performing cultures and fostering proactive behaviors
Gains respect of senior leaders in client organizations through credibility delivery and relationship-building
Gains respect of JLL people and clients through authentic leadership and consistent performance
Demonstrates JLL mindset in all activities: optimizing structures and efficiencies driving continuous improvement through technology and data enhancing service delivery putting ESG first and building motivated teams