Position Overview:
JLL is seeking an India FM Lead that will be working closely with the APAC FM Lead & the
Workplace Team for the Atlassian account to manage the client workplaces for their India
sites (currently Bengaluru with potential growth across the country). In this role, you will be
accountable for delivering safe and compliant workplaces, along with anticipating client
needs and delivering exceptional performance within the contract. The India FM Lead
creates and manages high performing Facilities/Soft Services teams which not only deliver
operational excellence but keep team members engaged and thriving.
This individual understands the firm's strategy and goals, can translate those into the
business opportunities, and ensures all contract deliverables are met or exceeded, including
operational uptime, cost savings initiatives, energy consumption reduction initiatives, and
service improvements and introduction of best practices and innovations. You have a
technical FM background, and proven understanding of FM hard services.
Key Responsibilities:
- Provides strategic Client Relationship Management by partnering with the JLL APAC
FM Lead to deliver the account's IFM strategic operating plan as aligned with the
Client's real estate and business objectives.
- Builds and manages a high performing team by leading by example in fostering a
culture of continuous improvement and innovation by leveraging business
intelligence, adopting and participating in the development of best practices
including new tools, process management and other ideas that provide service
delivery efficiencies.
- Drives Operations & Compliance Performance by managing all Client workplace
experiences and facilities services activities for the JLL-managed property in India,
ensuring total contract compliance with all criteria and reaching all performance
specifications.
- Regular evaluation of FM assets to ensure HSSE compliance, and working
collaboratively with team and leadership to continually improve.
- Oversee continuous improvement initiatives as assigned and support account and
departmental strategic planning.
- Effectively manage communication between team and Client contacts, particularly in
instances of service outages, and facilities incidents, including managing root cause
analysis to avoid repeat failures or lapses in service delivery.
- Delivers financial performance results by providing input and manages annual
operations financial plans and manages expense/capital within approved
plans/budgets while summarizing and sponsoring forecasted or unforeseen
expenditures.
- This is an onsite role, and you will be required to be onsite during your working hours,
and provide out of hours support either onsite or remotely as required.
Delivery of Client Satisfaction
- Proactively develop and manage the relationship with the Atlassian Workplace team
to ensure service delivery expectations are exceeded.
- Drive the annual plan to deliver high quality results which exceed the client's
expectations
- Lead Facilities Teams in delivering and ensuring measures for the designated
building / sites to ensure compliance with agreed standards.
- Work with Concierge and Events teams to ensure consistent delivery across all JLL
services.
- Undertake regular workplace inspections in line with the agreed program, ensuring
the work items are appropriately instructed through JIRA service desk, and other
technology as required.
- Recommend the implementation of workplace asset replacement / refurbishment
works in line with the agreed lifecycle / workplace conditions and in conjunction with
the Atlassian Workplace Projects Lead.
- Complaints management in relation to service provider managed functions (e.g
cleaning, F&B, waste management, FOH).
- Ensure compliance with all OH&S, environment and risk management policies and
procedures that relate to the assigned properties.
Achieve Financial Results
- Contributes to managing the portfolio financials to ensure the plan is met.
- Compiles appropriate financial commitment data to support the annual property
budget process as requested by Atlassian.
- Regularly reviews the level of operating expenses and implements any cost savings
that may be achieved consistent with the overall asset management objectives
ensuring support of initiatives from Atlassian Workplace Experience.
- Prepare recommendation papers and seek client property cost approvals for all
expenses within designated areas of responsibility in line with limits of delegation to
be agreed.
Contributes To The Growth Of The Company
- Recognizes opportunities for growth, then articulates the value proposition and
ensures its implementation across the portfolio.
People Management
- Management of direct reports to maintain motivation, engagement & personal
development
- Lead & manage the delivery of service applicable to your direct team.
- Advances the firm's diversity and inclusion priorities by focusing on talent moves, i.e.
hiring, rotation and promotion
- Responsible for human resource management within own team. This includes hiring,
performance management, development planning, and exiting of team. Execute staff
succession and growth plans.
- For every direct report, build actionable and measurable career development plans;
direct report in consistent conversations regarding progress
Skills/Qualifications:
- 10+ years of experience in facility and operations leadership is required with
responsibility for leading high-performing teams in a service environment.
- Technical skills (certified/accreditation) and experience in related trade, with
advanced knowledge of Workplace Experience, Facilities Management industry best
practices and technical application.
- Significant experience with vendor performance management.
- Knowledge of commercial real estate, project management and real estate finance
fundamentals.
- Accomplished leader. Has a successful track record of delivering operating plans
through leading practices and rigorous performance standards.
- Exemplary Client Relationship Management skills managing up & down within a high-
performing JLL and Client organization.
- Strong team builder. Motivates, develops and challenges team members to
maximize their own, and teams potential.
- Proven time management and delegation skills with the ability to manage multiple
priorities and deliver results in a fast-paced, heavily matrixed environment.
- Strong analytical ability, judgment, problem-solving and crisis management skills
with the ability to gather data, assess situations and quickly develop & execute
solutions.
- Excellent interpersonal and relationship building skills.
- Desirable: technically proficient in basic computer applications, G-suite, and Corrigo.
- For internal candidates, must constantly receive top performance evaluations in
leadership roles over the past three years.
