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Summary:

The FM Workplace Services Lead is a member of the Client Senior Management Team (SMT) and working in close collaboration with this team and the client, will perform a key role in the development and delivery of strategies to continuously advance the overall performance of the managed portfolio. The FM Workplace Services Director will manage, direct, and motivate the FM team, along with our service partners, to ensure the delivery of an excellent customerfocused operational service that meets or exceeds the expectations of our client and our customers across the whole of the Aviva Investors managed portfolio.

Team Overview:

The FM Workplace Services Director will assume overall responsibility for the management of all FM services across the managed portfolio and is required to build and maintain effective working relationships with all internal stakeholders (surveying, sustainability, building consultancy, lettings, customer experience, client financial services) and external stakeholders (Aviva Investors and its customers). The FM Workplace Services Director will act as the primary client FM representative in all property related stakeholder relationships.

Purpose:

A maintained focus is required on ensuring:

Value for Money in the service delivery model - operating costs and service levels are to be continuously reviewed, measured and benchmarkedFull compliance and good risk management of site operationsExcellence in service delivery – embedding a one team ethos across FM team and all service partnersStandards and innovations are reviewed and benchmarked regularly to ensure a ‘world-class’ service is deliveredService partner relationships are robust and harmonious, and standards of delivery are exemplaryContinued relevance of the managed portfolio in supporting the health and wellbeing of its customersFM team are performance managed against the client FM Statement of Works and provided with training programmes and career development plansAnnual business planning and quarterly reporting on performance

Responsibilities:

People Management & Leadership

The primary responsibility is to direct and manage the FM team, ensuring the team is appropriately resourced and that the team understand the overall vision and objectives of Aviva Investors and JLL:

Ensure the team are operating and achieving the expected standards against the FM Statement of WorksProvide leadership to the team to maximise effectiveness and efficiency. This will include performance feedback, personal development plans and relevant training for the team to continuously develop strengths and skillsetsOngoing recruitment, resourcing and team planning to ensure the team are fully resourced and working efficientlyEnsure all staff and service partners receive Aviva Investors dedicated training and site inductionsDevelop succession plans for key team membersWorking with the team to seek new ideas to improve the FM capabilities on the Aviva portfolio. Reviewing processes and making recommendations where applicable to suggest improvements in process and procedure

Client Service

As part of the Senior Management Team, ensure strategic FM operational issues are shared with the SMT, highlighting potential client / occupier impact and proposal for resolution if these are major issuesPreparing and delivering the FM contribution to the JLL/AI Business Plan, working closely with the Aviva Investors Client LeadWork closely with the Customer Experience Lead to ensure the FM team are fully engaged in customer service initiatives across the AI portfolioWork closely with the ESG Lead to ensure the FM team have the appropriate skills, knowledge, and competencies to deliver to AI’s strategic objectives for the portfolioEnsure that all elements of the Property Management Agreement with AI are understood and complied with by the team and that fees are claimed in a timely mannerEnsure the FM team deliver an excellent customer experience to both AI and its customers, measured by feedback from occupiers and AI in relation to building performance and execution of duties Ensure the timely and accurate delivery of management information to AI and JLL senior management team, in support of asset plans, retail reports, monthly reports, client annual reports and other reports or information as required

FM Operations

Ability to operationally manage the outputs and performance of JLL, meeting its various responsibilities under the property management agreement and FM statement of worksEnsure a high standard of service is achieved through best-inclass leading performance to the agreed KPIsRegularly report key team issues to AI including organisational structure, staff changes and team initiativesWhere appropriate, share information and facilitate crossselling opportunities for additional services and explore with AI additional service provision opportunitiesExplore service delivery efficiencies in team structure, use of technology and process to release efficiencies on behalf of AI and JLLWorking alongside and aligned to the ESG Lead, ensure the sustainability agenda is fully embraced by the team and that they are fully aware of the drivers for changeEnsure the procurement of all service providers for the portfolio is undertaken in accordance with the AI agreed procurement programme. Review service contracts as appropriateWork with the service partners to ensure they are the best they can be and to encourage new ideas. Ensure they provide a consistently high standard of service and work collaboratively with JLL as one team in the delivery of services across the AI portfolioEnsure the smooth transition of properties into and out of managementEnsure there is a policy providing emergency and out of hours cover for the portfolioEnsure all AI and JLL approved risk management and safety programmes, policies and procedures are enacted and adhered to

Financial Management

Ensure the FM team provide service charge budgets, expenditure monitoring reports and year-end reconciliations to the agreed timelines and standards

Qualifications:

Leadership skills: leading by example with strong influencing, negotiating and change management skillsAbility to prepare and implement a team business planProblem-solving: ability to remain calm and focused in dealing with reactive matters and troubleshootingPeople skills: Approachable, empathetic, diplomatic and a good listenerCustomer Service: ability to demonstrate and deliver excellent customer service skillsPrevious experience in managing premium assets, with a demonstrated record of accomplishment of successA high level of financial aptitude, commercial acumen, analytical skills, and computer literacy with the ability to manage an independent profit centrePrevious experience preparing detailed asset plans, complex budgets and comprehensive reportsDetail oriented, systematic, and diligent in approach to business and reportingAdept at managing the change process to a diverse group, promoting best practice and strategic advice where appropriate

Location:

On-site –London, 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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