Regional Account Director

Position Summary

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 - Work Dynamics. An integral part of Work Dynamics structure is the Regional Account Director (RAD) role, which brings together multiple services to deliver comprehensive solutions for our clients.

The Regional Account Director is responsible for ensuring a high level of client satisfaction, establishing and managing the service delivery team, delivering key regional initiatives as well as ensuring consistency in processes, systems and reporting. The role also ensures efficient and consistent operation of all services to meet contractual obligations with respect to the property portfolio of the Client throughout the APAC region as well as build strong & sustainable relationships within the client's organization. In addition, the role will drive innovative ways of thinking and working, constantly reviewing the best delivery models, along with upskilling the team, to enable a sustainable and engaged workplace experience for the client Occupants .

Working Environment

The role will be based in Singapore..

Reporting relationships

The RAD will report to a Group Account Executive (GAE).

Supervisory Responsibilities

The RAD leads a team of talented individuals to deliver an integrated multi disciplined service to the client across a portfolio consisting of sales offices and labs research & development campus facilities. The services provided consist primarily of facilities management with some limited project management requirements.

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 trust-based relationships, drive success, remove barriers, inspire others to be brave and bold, be able to influence others to achieve results and provide overall leadership to the team whilst delivering operational excellence.

Essential Functions

The RAD is accountable for developing and implementing an account plan which will achieve the desired outcomes and ensure a healthy long-term relationship with the client. 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 Work Dynamics leadership team, understands the firm's strategy and goals and can translate those into the business opportunities and success.

ROLE AND RESPONSIBILITIES

Leadership

• Establishes the vision and strategy of the account plan 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 ensures recognition is a key pillar within a team culture of appreciation

• Focuses the team on achieving One JLL in the eyes of the client, including working closely with other regions or teams also providing JLL services to the client to ensure a joined up and consistent approach.

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 the client's organization

• Develops and implements a business plan which meets the client's and JLL's objectives for the account

• Develops and maintains a detailed understanding of the client's business and key factors influencing their requirement for our services

• Manages new scope effectively

Financial Management

• 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.

Contract Management

• 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 / KPI liability
• Work with any global and/or in-region teams to manage any contract change requests

Operations

• Responsible for management oversight of all resources involved in the delivery of services, e.g. recruitment, performance assessment etc.

• Drives operational excellence across all services delivered, aiming to simplify, standardize and automate processes and procedures to enhance our service offering and make it more sustainable.

• Actively manages the professional development of all direct reports

• Prepares and implements a succession plan for the account

• Lead and drive transformation of operating structure to support workplace experience and overall delivery goals

• Drive innovative knowledge growth and fresh ways of thinking across all the functions

• Review and enhance current and future skills to drive productivity, innovation and enable future of work.

• 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 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 to drive a culture of shared learning and continuous innovation

• Conducts Quarterly Business Reviews in region, with a focus on Knowledge Leadership, and participates in any multi-regional QBR's or similar

Personal skills & expertise

The RAD will have demonstrated the following:

• Client Focus

• 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 the client GRE and GPO teams, Leadership and Business Unit leaders by gaining their trust and respect

• Results Driven

• 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

• Natural Coach

• Clearly establishes performance expectations and goals for employees

• Provides point in time feedback on performance of employees

• Creates an environment with strong morale

• Drives Growth

• Established credibility with leaders immediately through confidence and presence

• Establishes and maintains effective relationships based on mutual trust and respect

• Solutions Oriented

• 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

• Firm Knowledgeable

• 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 with strength in Facilities Account Management, ideally with a focus around Employee Experience and Sustainability. Beneficial to have understanding in Project Management, Transaction Management, Strategic Portfolio Management, Lease Administration and Workplace Strategy

• 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