Operations Coordinator, Account Management Services

Job description

We are looking for an Operations Coordinator for our Account Management Services department.

About JLL

We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.

If you’re looking to step up your career, JLL is the perfect professional home. At JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at JLL!

Role purpose:

The objective of this role is to oversee operations of all service lines delivered for a strategic client out of the JLL Center of Excellence for Global occupier services and ensure an integrated delivery to the client. Furthermore, this role will support the Global Operations Director in the day to day operations of the global contract.

What this job involves:

RELATIONSHIP MANAGEMENT

·  Develop and maintain a detailed understanding of Clients’ business and key factors influencing their requirement for our services
·  Ensure regular liaison with the Client to assure consistent communication and information flows
·  Build Client’s trust through identifying client needs and driving excellent service delivery

SERVICE DELIVERY

·  Act as a single point of contact for the delivery of services delivered from the Center of Excellence (CoE)
·  Manage, integrate and ensure complete delivery of all services delivered to the Client from the CoE
·  Manage the delivery of Client’s strategic reporting – act to ensure all data sources are complete and accurate, produced reporting is properly validated and take ownership of the final delivery of the product to the Client
·  Ensure the team is properly staffed and workload is distributed to allow sustainable service delivery through workload peaks
·  Participate in key Client meetings and act as owner of the CoE service delivery.
·  Manage service delivery through agreed global KPIs – Tracking, reporting and ensuring all contract KPIs are met, and any deviation is properly followed up and eliminated.
·  Ensure compliance processes for the global account team, including obligatory training and digital platform access management
·  Develop plans for services provided and identify service requirements and issues to ensure no opportunity is missed
·  Ensure fees for all services delivered from the CoE are adequately collected from the Client. Follow up on any fee related issue and drive towards resolution
·  Ensure compliance to all Client and JLL processes and templates (where required)
·  Serve as an escalation point for in-country delivery leads
·  Ensure timely and accurate time tracking for the Center of Excellence (CoE) dedicated resources to the account.

DEVELOPMENT AND CONTINUOUS IMPROVEMENT

·  Lead creation and periodic review of project activity with delivery teams against Clients’ Account Plans
·  Participate regular business reviews and account team meetings
·  Measure progress against process implementation, HR turnover, added value initiatives, tracking relationship communications and issue resolutions
·  Ensure process and quality consistency across the globe.
·  Drive best practice and a continuous improvement program for project delivery across all business functions – drive innovation and value added initiatives
·  Develop processes and practices that will improve the integration of the service lines in the account
·  Champion the data transformation for the Client and ensure smooth adoption of any new technology within the delivery services, both on JLL and the Client side

STRATEGIC PARTNER

·  Understand the long and short-term goals of the Client and JLL Service Lines. Identify opportunities and resources to maximize performance and outcomes in alignment with the Client’s goals
·  Own the CoE delivery and participate in the development of annual business plans covering aligned to JLL and Client objectives.
·  Identify and examine threats and opportunities with the Client and develop understanding of client relationship with our competitors
·  Monitor and review account profitability with Account Leads periodically

TEAM MANAGEMENT

·  Actively manage the professional development of all direct and matrix reports
·  Prepare and implement Succession Plans for key team members
·  Drive the selection of adequate team members

Every day is different, and in all these activities, we’d encourage you to show your ingenuity.

Sound like you? To apply you need to be / have:

·  Degree holder with a minimum 3 years of experience in managing client service delivery
·  Excellent communication skills and strong interpersonal skills with the ability to build rapport quickly and develop fruitful working relationships both externally and internally.
·  Strong leadership skills with a track record of people management across multi-functional teams
·  Strong commercial knowledge.
·  Exposure and experience in dealing with multinational corporate organisations
·  Experience in real estate will be a strong asset – particularly corporate real estate aspects of multinational companies
·  Ability to think strategically and develop real estate solutions
·  Ability to adapt and perform under pressure
·  Good understanding of financial and legal business drivers in a corporate environment
·  Commercial and business awareness
·  Excellent knowledge of MS Office
·  Excellence in English is a must
·  Excellent leadership and communication skills
·  Solutions-oriented mind-set with international experience
·  Excellent organizational and people management skills

What you can expect from us:

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay.

Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you...

JLL is an Equal Opportunities Employer and encourages applications from all sections of the community .

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement .

For additional details please see our career site pages for each country.

For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here .

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 Accommodation.Reques@am.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.