Country Account Lead

Company Overview

• Jones Lang LaSalle (NYSE: JLL) is a global professional services and investment management firm specializing in real estate. Operating in 70 countries, JLL manages 3.0 billion sq ft of property and US$47.6 billion in real estate assets, delivering value to clients worldwide.

Job Summary

The Country Account Lead manages day-to-day client activities and Workspace Experience & Operations services across all Singapore sites, serving as the key on-site contact for client stakeholders.

Responsibilities

• Manage daily client service delivery across all Singapore sites to meet or exceed client KPIs and SLAs, ensuring exceptional client satisfaction
• Proactively engage and communicate with client stakeholders at multiple organizational levels to align service delivery with expectations
• Build and maintain strong, collaborative client and stakeholder relationships to support long-term partnership success
• Lead, coach, and develop a high-performance team by fostering motivation, trust, ethical conduct, and succession planning
• Cultivate a collaborative team culture that drives performance excellence and supports continuous training and development
• Oversee technical and workspace operations, ensuring compliance with Critical Environment Management (CEM) requirements and industry best practices
• Implement and maintain building procedures and performance measures to optimize operational standards and reduce costs
• Provide 24/7 emergency call support and attend site as needed to resolve critical issues promptly
• Ensure full compliance with all local and governmental regulations, including health, safety, and fire standards
• Develop, implement, and maintain site risk management programs, including audits, disaster recovery, and business continuity plans
• Manage accurate escalation and incident reporting procedures to support timely resolution and compliance
• Prioritize adherence to sustainability programs and deliver services aligned with JLL and client Net Carbon Zero and Diversity & Inclusion goals
• Manage vendor relationships to ensure timely, budget-compliant service delivery and adherence to client procurement guidelines and JLL best practices
• Monitor vendor performance through KPI and SLA score tracking and initiate corrective actions as needed
• Oversee contract management to ensure professional delivery, cost-effectiveness, timely renewal, and best value for clients
• Prepare and manage annual budgets for operations and capital works, ensuring financial targets and controls are met in accordance with JLL's Code of Ethics
• Ensure timely contract billing and adherence to financial processes including budget management, invoicing, and purchase orders
• Promote and maintain a safe working environment by enforcing statutory regulations and managing incident escalation effectively
• Communicate clearly and professionally with internal teams, clients, and vendors to support operational excellence and stakeholder engagement
• Apply strategic problem-solving and analytical skills to address complex operational challenges and deliver long-term solutions aligned with the banking and financial environment

Required competencies and certifications

• Knowledge of local occupational health and safety requirements
• Understanding of critical environments and technical property systems including Computer Room Air-conditioning, Chiller, Fire Protection, Mechanical & Electrical, and BMS systems
• Proven ability to interpret and manage commercial contracts
• Strong budget management and financial analysis skills
• Experience working in financial or investment banking environments

Preferred competencies and qualifications

• Bachelor's degree in facilities management, building, business, or related field and/or 5+ years of relevant experience