What this job involves 

The Account Executive (AE) is responsible for ensuring a high level of client satisfaction, managing a team of Facility Management professionals delivering key facilities services and ensuring consistency in processes, systems and reporting. The AE also ensures efficient and consistent service delivery to meet contractual obligations with respect to a property portfolio of approximately 4.5 million sq. ft. of a Financial Services industry Client throughout the India subregion (Mumbai, Bangalore and Hyderabad) of APAC.  The AE will build a strong & sustainable relationship within the Client’s organisation, requiring innovative ways of thinking and working, adapting an operating structure and constantly upskilling the team as necessary to enable the Client’s workplace experience.

Working Environment

The job is based in Mumbai at the Client’s office.

Supervisory Responsibilities

The AE leads a team of individuals to deliver an integrated multi-disciplined service across the Client’s portfolio in India. The services provided consist of facilities management, engineering, EHS, sustainability, procurement, finance, workplace experience, project management and other property related services.

The AE will have several direct reports as well as some matrix reports and relationships.

The candidate will be an innovative, forward thinking, creative individual with the highest ethical standards.  The candidate must possess strong communication skills, be able to build effective relationships, drive success, be able to influence others to achieve results and provide overall leadership to the team whilst delivering operational excellence.

Essential Functions

The AE ensures operational excellence across the multi-disciplined services, anticipates client needs and delivers to outperform on key performance indicators.  The AE creates and manages high performing teams in each city, keeping employees motivated through active involvement in career progression and related succession planning.  In conjunction with others in the Work Dynamics leadership team, the AE understands the firm’s strategy, goals and can translate those into the business opportunities and success. 

ROLE AND RESPONSIBILITIES

Leadership

• Establishes the vision and strategy of the regional account service delivery plan and drives successful team delivery in each city / location for a portfolio of several buildings, consisting of approximately 4.5 million sq. ft. in total in India.
• Fosters an environment that supports teamwork, co-operation, collaboration, positive learning, performance excellence and personal success
• Understands key business drivers, focusing the team to ensure those priorities are aligned with our services
• Hires, attracts and retains a team of top talented employees; improves team performance through regular coaching and feedback; provides recognition
• Drives a culture of Diversity and Inclusion

Client/Stakeholder Management

• Serves as a point of contact for JLL’s service delivery and escalation
• Accountable for the service delivery to meet contractual obligations of JLL
• Builds and manages relationships with key stakeholders in the Client’s organization
• Develops and implements business plans which meets client’s and JLL’s objectives for the account
• Develops and maintains a detailed understanding of client’s business and factors influencing their requirement for our services
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback and User surveys

Financial Management

• Responsible for meeting or exceeding financial targets related to revenue, growth, profit, loss and cost savings.
• Responsible for ensuring that financial controls are adhered to at all times.
• Lead the development of the property budgets and forecasts in accordance with the financial timetable.

• Looks for opportunities for internal collaboration to provide additional services to the client and to grow the account.

Contract Management

• Ensures adherence to the contract requirements and intents
• Vendor partner management, including background check, onboarding, offboarding, etc.
• Review vendor partner performance to ensure contractual obligations are delivered in accordance with contract
• Procurement / RFP management, ensuring timely contract negotiation and execution.
• Responsible for the achievement of key performance indicators, service levels and other measures as contracted, mitigates any CPI / KPI liability

Operations

• Responsible for the overall management of all resources and staffing, including recruitment, performance assessment, training, professional development, work-life balance, etc.
• Drives operational excellence, accuracy, reliability and consistency across all services delivered (cleaning, engineering, PPM, incident reporting, escalation management and workplace experience related services).
• Prepares / executes succession plans for all direct reports and key positions in his/her area of responsibility
• Review and enhance current and future skills to drive productivity, innovation and enable future of work.
• Develops, implements and manages regional initiatives, programs or specific initiatives such technology roll-outs, benchmarking, best practices etc.
• Drives client specific initiatives such as savings targets, benchmarking and best practices.
• Ensures compliance with JLL and Client Health, Safety, Environment and Risk Management policies and procedures
• Establishes consistency and communicates progress through regular reporting.

Sound like you? To apply you need to be: 

Personal skills & expertise  

The AE will have demonstrated the following:

• Client Focus
• Results Driven
• Natural Coach
• Drives Growth
• Solutions Oriented
• Excellent Planning and Organization
• Natural Communicator who enjoys engaging at all levels
• Self-motivated and Confident
• Exhibits Honesty and Trustworthiness.

Required Knowledge, Skills and Abilities (KSA)

• Minimum 15 years’ experience in Facilities Management, preferably with strength in Client Account Management as well as an understanding/experience in Engineering, Critical Environments, Project Management, Workplace Strategy and Employee / Workplace Experience
• Has handled complex account structures, either running multiple teams, multi disciplines, across multiple locations and cities
• Has demonstrated experience in balancing the interests of the client with those of the Firm
• Has experience in translating client needs into existing or new business

Reporting Staff / Manager

• 5 – 8 direct / indirect reports
• Reports to the APAC Regional Account Executive based in Hong Kong