Recognizing that corporate clients seek creative and often integrated approaches to best manage their real estate portfolios and complex occupancy needs around the world, we have integrated our occupier businesses into a single global division Corporate Solutions.
An integral part of Corporate Solutions is the Regional Account Director (RAD) role, which brings together multiple service lines to deliver comprehensive solutions for our clients.
The RAD leads a team of talented individuals to deliver an integrated multi disciplined service to the client across the portfolio consisting of office, lab and manufacturing facilities.
The services provided consist of facilities management, project management, portfolio strategy, transaction management, lease administration and occupancy planning.
The RAD will have several direct reports as well as some matrix reports.
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.
The RAD is accountable for developing and implementing an account plan which will achieve the desired outcomes and ensure a healthy long-
term relationship. The RAD ensures operational excellence across the services, anticipates client needs and delivers to outperform on the key performance indicators within the contract whilst building financial plans to strive to exceed revenue and profitability targets.
The RAD creates and manages high performing teams which not only delivers operational excellence but keeps employees engaged and thriving, and in conjunction with the Corporate Solutions leadership team, understands the firm’s strategy and goals and can translate those into the business opportunities and success.
ROLE AND RESPONSIBILITIES
Establishes the vision and strategy of the regional account plans and ensures the client receives exceptional delivery
Understands the client’s key business drivers, focuses the team to ensure those priorities are aligned with our deliverables
Ensures the account team is high performing
Hires, attracts and retains a team of top talented employees; improves team performance through regular coaching and feedback; provides recognition
Focuses the team on achieving One JLL’ in the eyes of the client
Client / Stakeholder Management
Serves as single point of contact for JLL’s service delivery and escalation point
Accountable for the service delivery to meet contractual obligations of JLL
Builds and manages relationships with key stakeholders in client’s organization
Develops and implements a business plan which meets client’s and JLL’s objectives for the account
Develops and maintains a detailed understanding of client’s business and key factors influencing their requirement for our services
Manages new scopes effectively
Be responsible for achievement of the agreed financial targets for the account; revenue, expenses and debtors targets.
Lead the development of the property budgets and forecasts in accordance with the financial timetable.
Meets the agreed growth targets for the account.
Looks for opportunities to cross-sell services.
Responsible for collection of fees from the client as well as tracking of outstanding payments.
Ensures adherence to the contract requirements and intents
Responsible for the achievement of key performance indicators, service levels and other measures as contracted
Mitigates any CPI liability
Work with global account team and in region team to manage any contract change request
Responsible for management oversight of all resources involved in the delivery of services, e.g. recruitment, performance assessment etc.
Drives operational excellence across all service lines
Actively manages the professional development of all direct reports
Prepares and implements a succession plan for the account
Develops, implements and manages all regional initiatives and programs for the account
Drives client specific initiatives such as savings targets, benchmarking and best practices
Sources, transfers and implements best practices to the account through bringing outside in
Successfully communicates and commercializes successes and compliments to maintain a positive momentum
Drives regional consistency in the account e.g. in reporting, standard operating procedures, systems and HR practices
Establishes consistency in the monthly reporting in each country
Conducts Quarterly Business Reviews in region and participates in global QBR’s
Personal skills & expertise
The RAD will have demonstrated the following :
Dedicated to exceeding client expectations to ensure a positive Net Promoter Score in satisfaction surveys
Proactively solicits and responds to feedback and input from client
Establishes and maintains effective relationships with the client's Real Estate, Leadership and Business Unit leaders by gaining their trust and respect
Ability to translate the account plan into a solid delivery model
Measures the relevant data (financial, environmental, performance) and uses the data appropriately to reassess, adjust, expand or curtail
Takes corrective action quickly and decisively when performance falls short of expectation or when redirection is required
Clearly establishes performance expectations and goals for employees
Provides point in time feedback on performance of employees
Creates an environment with strong morale
Established credibility with leaders immediately through confidence and presence
Establishes and maintains effective relationships based on mutual trust and respect
Uses rigor and logic to solve difficult problems with effective solutions
Identifies issues before they become problems
Looks beyond the obvious and doesn’t stop at the first answers
Understand the fundamentals of the outsourcing business and the real estate industry
Knows the various products our business offers and can identify levers for opportunity
Required Knowledge, Skills and Abilities (KSA)
Minimum 15 years’ experience in real estate, preferably strength in Facilities Account Management as well as an understanding / experience in Transaction Management, Project Management, Strategic Portfolio Management, Lease Administration, Workplace Strategy and Employee Experience
Has handled complex account structures, either running multiple teams, multi disciplines, across multiple locations and countries
Has experience in handling client and / or Firm sensitivities’ knowing when to escalate with urgency, or how to de-escalate certain risks
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 growth
Has handled a P&L