Position Overview
The Account Director serves as one of JLL's most important leadership positions, responsible for delivery to the client across multiple service lines and geographies while managing diverse responsibilities across different timeframes. This role acts as the primary point of contact for all matters specific and related to the account, building and maintaining strong, long-lasting customer relationships.
Key Accountabilities & Responsibilities
Strategic Leadership & Account Management
Act as the primary point of contact for all matters specific and related to the account
Develop forward-looking, peer-reviewed strategic plans that maximize profitability and leverage JLL's capabilities
Create and execute annual account business plans aligned with client growth and JLL's profitability
Build and maintain strong, long-lasting customer relationships
Oversee customer account management including forecast, budget, and tracking of key account metrics
Ensure seamless and efficient delivery, improving cost optimization, mitigating risk, and fostering sustainable practices, development of the team including cross-skilling
Client Relationship Management
Conduct regular client engagements including:
Weekly Operations meetings
Monthly Management Review meetings
Quarterly Business Reviews (QBRs)
Demonstrate strong attention to detail and proactive communication of updates, issues, risk mitigation solutions, and delays
Proactively engage stakeholders to ensure that on-site client's expectations are met
Build and develop effective client/stakeholder relationships across multiple levels of the organisations (JLL and Client)
Serve as on-site key point of contact for Facilities in the client's premises
Liaison closely with the client on-site representatives to address problems and/or enhance working environment performance
Operational Excellence & Site Operations Management
Manage all building-related technical and service contracts, develop and implement procedures and performance measures to ensure efficiency, accuracy and reliability of work methods and systems
Ensure compliance with contract requirements and manage risk
Manage internal reporting such as development tracker, opex and capex pipeline, compliance, risk and issues
Recommend continuous quality improvement practices and implement Industry Best Practice operations
Implement building procedures and performance measures and ensure they are maintained at all times
Ensure all Critical Environment (CEM) requirements are met
Review existing operations regularly to reduce costs and improve operational standards
Provide 24/7 emergency call support and site attendance as required
Co-ordinate critical out-of-hours issues & participate as a key team member in investigations and responses to emergency situations
Ensure uninterrupted site operations
Business Development & Growth
Develop new business and identify new business opportunities
Participate in contract negotiations and agreements
Expand share of wallet by solving client pain points
Work collaboratively with facilities team colleagues both within the Client location & in the wider Jones Lang LaSalle network
Team Leadership & People Management
Build and lead empowered, technically capable account leadership teams whose competencies align with the client's industry and business
Foster talent development and conduct quality career development conversations
Manage diverse teams across different timeframes and geographies
Manage and coach team members
Develop and sustain a high-quality, well-motivated team
Ensure high staff morale, trust and work ethics
Build and maintain an environment that supports teamwork, co-operation and performance excellence within team
Mentor and enable Training & Development of team members
Ensure staff development to anticipate/meet client's requirements
IFM-Specific Responsibilities
Oversee integrated facilities management services including hard and soft services
Manage IFM service delivery models (self-performed and sub-contracted) covering:
Facility management
Engineering services
Workplace services
EHS
Site services and Minor Works
Ground maintenance
Employee services
Utilities and energy
Specialty services
Ensure governance and account management structures are in place
Identify account-level resources for quality management and implementation of global playbooks
Sponsor the Asset Management Program and Audit program allocating resources and ensuring delivery execution
Procurement & Vendor Management
Manage all 3rd party/subcontractor performance
Ensure vendors are well-managed, delivering services on time and within budget
Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as Jones Lang LaSalle best practice
Ensure vendors are selected based on their familiarity with the local market situation, enabling them to offer timely and effective responses to service requests
Contracts Management
Plan and manage all contracts to ensure that they are professionally delivered at the right costs
Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed
Ensure contracts are continually assessed to deliver best value to the client
Financial Management
Actively work to ensure that the site's financial operations are meeting or exceeding targets and control requirements including the Jones Lang LaSalle Code of Ethics
Ensure financial processes are followed at all times with no non-compliance outcomes
Understanding of account financials, contract management, and commercial excellence
Develop and oversee the forecast and budget management for the account
Health, Safety, Security & Environment (HSSE) Management
Ensure the provision of a safe working environment
Ensure compliance with statutory regulations on fire, health and safety standards
Ensure all working environments meet all requisite OH&S Standards
Support the Account HSSE Manager with determining appropriate actions to address risks and opportunities
Risk Management
Ensure a property risk management program including audits is implemented and maintained
Ensure disaster recovery and business continuity plans are implemented and maintained
Ensure escalation procedures and incident reporting procedures are implemented and in place
Assist in the development of guidelines and strategies to ensure compliance with Jones Lang LaSalle's business conduct
Act as an escalation point for issues that require resolution and/or support
Performance Management
Achieve Key Performance Indicators and Service Level Agreement targets
Attain client KPIs
Ensure continual service improvements
Maintain client satisfaction at the highest level - >8 Net Promoter Score
Administrative Support
Key Result Areas
Uninterrupted site operations
Client satisfaction
Continual service improvements
Attaining client KPIs
Account profitability and growth
Team development and retention
Required Qualifications
Education
Experience
Minimum 10 years in Facility Management with proven team management and leadership experience
Minimum 3+ years in similar multi-service line Account Leadership position
Background in Manufacturing operations / semiconductor industry preferable
Proven track record managing multiple scaling accounts or small/medium size regional enterprise accounts
Demonstrable experience in facilities management and corporate real estate
Technical Knowledge & Skills
Client-centric: Deep empathy, transparent communication and passion to meet client needs
Authentic leadership: Ability to earn respect, build trust, and demonstrate integrity
Solution-oriented: Capability to uncover opportunities and turn challenges into valuable outcomes through coherent strategy development and plan execution
Growth-driven: Focus on enhancing client experience while seeking continuous improvement
Relationship management: Strong ability to build trust, loyalty, and long-term partnerships
Financial acumen: Understanding of account financials, contract management, and commercial excellence
Strong analytical, presentation, excellent communication and organization skills
Knowledge of Occupational Health and Safety requirements
Knowledge of M&E systems, Financial & Management Reporting
Strong communication and interpersonal skills with the ability to build rapport quickly
Sound computer skills in Microsoft Office
Demonstrated ability to manage multiple and complex operational matters on a daily basis
Personal Attributes
Strong personal brand reflecting reputation, expertise, and professional image
Credibility and passion as a knowledgeable professional who delivers on promises
Influence to drive decisions and positively impact client outcomes
Ability to work under pressure and manage emergency situations
Delivers with, and for, the team as an integrated and hands-on team player
Executes with speed and leverages capabilities of the team and platform to integrate into workable and structured plans
Flexibility to provide 24/7 support when required
