General Manager Job at JLL (London)

Job Description

JLL are currently recruiting for a General Manager for once of or exciting client sites in Paddington. The General Manager (GM) is the primary responsible person for FM operations delivering all operations and customer related services to the building and its occupants and through the on-site team will be responsible for ensuring that facilities services accord with the best practice standards as defined by Jones Lang LaSalle (JLL). The GM will be JLL’s and the building owners ‘Ambassador’ and maintain and promote the property’s position in the locality as best in class for occupiers to work in. The GM will have a close working relationship with senior representatives of the building tenants and the building Owners representatives. Reporting to the Senior Facilities Manager, the GM has line management responsibilities for the on-site FM team and will be the representative for specified key client/occupier issues. The GM will work in several “virtual teams” with the client focussed teams of Asset and Property Managers, Surveying Executives and Client Accountants.

Job Responsibility

To understand the Client’s objective and instructions in relation to the property
To assist in Client reporting concerning all on-site operational 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
Support Client’s vision for the property, ensuring the on site Team acts as facilitator in the delivery of CAPEX projects
Co-ordinate exceptional expenditure projects (PPMP)
Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community
Regularly meet with the building occupier’s representatives to fully understand their wants and needs within the property
Manage the buildings on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs
Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction
Lead, develop and inspire the on-site FM team (both directly employed and sub-contracted) to deliver high standards of service at the property
Ensure KPIs are met and service excellence is delivered throughout all areas of on-site operations
To be responsible for the implementation of agreed best practice in accordance with JLL’s Facilities Management Best Practice policies in the following areas: accounting service charge financial management practice, information/communications, procurement, operations, repair & maintenance, socially social & environmental responsible management, customer focus experience and human resources (training and development) ensuring: standard systems and procedures
customer service delivery
standard documents and templates
audit and inspection
reduction of risk
consistent high standards of service delivery (and their measurement)
improved reporting to clients
To ensure readiness for sale dealing with due diligence enquiries on disposal and lettings from a facilities operations perspective
Create an ‘ambassadorial’ role with the customer (occupier) representatives, the Merchant Square Estate Team and in local industry business groups, Local Authority and community/civic stakeholder meetings as appropriate
Inform the Property Manager of any occupier matters that may influence valuation/investment considerations including assistance in monitoring Tenant’s occupiers’ compliance with covenants
In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, is delivered to JLL accounting practices. To include the administration of non-recoverable budgets
To understand the principal terms of occupier’s leases as they affect the facilities property management of the property building and the Client’s obligations to provide services including clarity on the extent of the common areas
Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s PAM procurement policy to ensure the highest standards for the best value. This will include the use of accredited Contractors only, usually based on framework agreements, and JLL’s purchase ordering systems. Monitor contractor performance against agreed standards. Review service contracts as appropriate
Ensure establish and maintain high quality health and safety practices, in accordance with best practice guidelines from central support under the JLL’s risk management programme and the RFM
Ensure all risks identified in the independent Risk Assessment are properly addressed and to review risks as part of JLL’s audit process and Site Compliance inspections
To work with other appropriate aspects of JLL’s ‘Socially Responsible Management’ programme. Ensure these are implemented in relation to environmental & sustainability policies
To ensure reactive maintenance and day-to-day service requirements are undertaken in a timely and cost-effective manner
Be familiar with all heating, ventilating, mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment. To ensure maintenance contracts in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees
Where required, work with building surveyors/architects/consultants on major works
With the Property Manager, identify and arrange minor planned works
Maintain, test and implement major incident plans to cover all emergencies
Establish and manage building strategy with a view to providing high standard of customer service to enhance the customer experience and develop a building partnership community
Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction

Requirements

Strong management experience gained within a high profile commercial environment
Excellent customer service skills and a track record of implementing successful customer orientated activities
Demonstrate a strong good understanding of building design and base build management
Member of IWFM
NEBOSH/IOSH qualification
A proven track record in managing and motivating on-site operational management teams
Experience of managing service charge budgets and major CAPEX projects
Strong commercial acumen
Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets
Accountable and resilient
Ability to work under pressure
Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently
Ability to communicate at board room level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk and awareness of desired business objectives.

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