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Quality and Best Practice Manager in London at JLL

Date Posted: 3/17/2019

Job Snapshot

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Job Description

Quality and Best Practice Manager- Soft Services.

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.

We’re a Fortune 500 company. We work across 80 countries, in 280 different offices, with a team of over 77,000 individuals. And we look after a property portfolio of over 4bn square feet, all on behalf of our clients.

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!

What this job involves

This position will be responsible for continually raising the bar of service delivery across the Client Portfolio, which extends across EMEA to over 30 countries.  With no initial direct reports, the role is to drive best practice across all Soft Services within Facility Management and work with multiple JLL Facility Managers and Client Stakeholders to ensure seamless and best in class service delivery.

Major Responsibilities:

  • Set the vision, create the rules and raise the bar for Soft Services FM Delivery across the Clients Corporate Real Estate Portfolio.
  • Drive the FM and SSM teams in driving best in class service operations to all IFM managed sites in the Client Portfolio
  • Actively participate within a Quality and Best Practice organisation improving services across the Clients Real Estate needs.
  • Create templates and monitor the production of Service Scope Manuals across each location (within 3 months of operations commencing)
  • Create and improve Play-Books for all service lines within SSM Scope eg-
    • Mail Room
    • Meeting and Events
    • Janitorial / House keeping
  • Develop In-functional and cross functional teams to continually raise the bar of SSM activity.
  • Work with the Facility Management teams to ensure that all operations are consistent with best practice across EMEA. This will include Auditing and tracking adherence to SOP’s.
  • Manage the relationships as they relate toSSM teamswhich include but are not isolated to Security, IT, AV. Space & Occupancy, Workplace and Operations,
  • Work with Launch Program Management team to Adapt, consolidate and continuously improve the Master Launch Plans for consistent use,
  • Develop new tools with Business Intelligence team to automate and track adherence to these plans.
  • Audit the implementation of launch plans, spending time with launch teams and interrogate progress towards successful launches.
  • Take a lead role in discussions across the GREF platform for greater alignment and consistency with Design and Construction, Transactions teams as an example.
  • All additional duties commensurate to the senior level of the role

Sound like you? To apply you need to be:

  • Degree level qualification, and or strong capability and evidence of being in a similar role.
  • A minimum of 5 years of experience in a similar role or Senior FM Operational role, ideally gained in an international context
  • Extensive experience of managing large and remote teams across multiple countries
  • Critical Competencies for Success:
    • Be comfortable operating at a tactical and operational level.
    • Be able to simultaneously act as a program manager, internal CRE ambassador, educator, analyst, and solutions architect on a number of different projects.
  • Have a bias for action whilst working within a rigid governance structure.
  • Be able to work within an entrepreneurial culture delivering solutions, providing leadership and communication but not afraid to dive into details.
  • Be passionate about successfully delivering projects under their responsibility.
  • Have an in-depth knowledge of Facility Management with a financial focus.
  • Be able to win the trust and co-operation of key project stakeholders.
  • Be an effective communicator.
  • Be able to work autonomously, in multiple locations, travelling internationally on a regular basis.
  • Have the ability to confidently operate within a fast-paced and complex environment.

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. We’ll offer you a competitive salary and benefits package.

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...

Apply today!

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