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About the Role
The General Manager (GM) is the primary responsible person for delivering all operations and customer related services to the building and its occupants. The GM will act as JLL’s and the building owners’ ‘Ambassador’, maintaining and promoting the property’s position as best in class for occupiers to work in.
Responsibilities
- Understand the Client’s objective and instructions in relation to the property, including technology platforms or Proptech.
- Assist in Client reporting concerning on-site rational issues and customer relations.
- Act as lead for the client in all matters relating to the operation at the property to establish and enhance brand image.
- Ensure services within scope are delivered effectively and timely, and challenge and charge appropriately for out-of-scope works.
- Establish and manage a property strategy to provide a high standard of customer service, enhance customer experience, and develop a property partnership community.
- Meet with occupier representatives to understand their wants and needs within the property.
- Manage on-site services teams to ensure optimal customer satisfaction and minimize downtime during service interruptions.
- Undertake annual Occupier Surveys and respond to occupier feedback to achieve positive outcomes and consistent high levels of customer satisfaction.
- Lead, develop, and inspire on-site FM service partners to deliver high standards of service.
- Ensure KPIs are met and service excellence is delivered throughout all areas of on-site operations.
- Implement agreed best practice in accordance with JLL’s Facilities Management Best Practice policies.
- Create an ‘ambassadorial’ role with occupier representatives, the Central Estates Team, local business groups, Local Authority, and community/civic stakeholders.
- Inform the Property Manager of any occupier matters that may influence valuation/investment considerations.
- Ensure the financial management of the property, including service charge budgets, monitoring, variance reporting, and reconciliation, is delivered to JLL accounting practices.
- Understand the principal terms of occupier’s leases as they affect property management and the Client’s obligations to provide services.
- Ensure the procurement of all supplies and services at the property is undertaken in accordance with JLL’s procurement policy.
- Ensure high quality health and safety practices are maintained in accordance with JLL’s risk management programme.
- Ensure all aspects of JLL’s ‘Socially Responsible Management’ programme are implemented in relation to environmental & sustainability policies.
- Maintain strong knowledge of building systems, including mechanical, electrical, plant, BMS, and associated life safety systems.
- Work with building surveyors/architects/consultants on major works where required.
Requirements
- Excellent customer service skills and a track record of implementing successful customer-oriented activities.
- Strong management experience gained within a high-profile commercial environment.
- Demonstrate a strong understanding of building design and base build management.
- Proven track record in managing and motivating on-site operational management teams.
- Experience of managing service charge budgets and CAPEX projects.
- Strong commercial acumen.
- Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and exceed targets.
- Accountable and resilient.
- Ability to work under pressure.
- Demonstrate ability to support change-related initiatives and determine required expertise and resources to resolve problems quickly and efficiently.
- Ability to communicate at board room level and contribute to the identification and evaluation of potential solutions to problems based on facts, risk assessment, and awareness of desired business objectives.
Skills
- Proptech
- Facilities Management
- Service Charge Budget Management
- CAPEX Project Management
- Commercial Acumen
- Leadership
- Communication
- Problem-Solving
- Risk Assessment
- Change Management
- Health and Safety
- Environmental & Sustainability Policies
- Building Systems (Mechanical, Electrical, Plant, BMS, Life Safety)
Location
- London, GBR
Work Type
- On-site
Experience Level
- Management experience
- Experience managing on-site operational management teams
- Experience managing service charge budgets and CAPEX projects
About the Company
- JLL empowers you to shape a brighter way.
- Our people at JLL 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.
- Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services.
Equal Opportunity
- Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.
- If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com.
- This email is only to request an accommodation.
- Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.