A natural leader responsible for the on-site FM team including outsourced service partners. The GM will work with several “virtual teams” including Asset and Property Managers, Surveying Executives and Client Accountants. Must be able to motivate, lead and develop individuals in order to achieve a common goal, creating a culture of service excellence with customer satisfaction at its core. Delegate and monitor as required tasks to the on-site team with specific skills/responsibilities to execute delivery.
Have a track record of ensuring first class customer experience is at the epicentre of the operational management. Be able to guarantee that the TH Real Estate vision for excep- tional service to its customers is delivered wholeheartedly without exception. Moreover, ensure that this is installed across the wider on-site team.
Possess experience of devising and implementing a customer experience strategy for a significant building or estate.
Create customer enhancement initiatives and strategies in order review and record service data and subsequently creating implementation for areas of improvement.
Financial and Commercial Acumen
Have a demonstrable track record of managing large scale P&L’s with ultimate responsible for all expenditure. In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, is delivered to JLL accounting practices. Also, to administer non-recover- able budgets. Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s PAM procurement policy to ensure the highest standards for the best value. This will include the use of accredited Contractors only, usually on the basis of framework agreements, and JLL’s purchase ordering systems. Monitor contractor per- formance against agreed standards. Review service contracts as appropriate.
Key skills and attributes
• Strong management experience gained within a high-profile commercial environment. • A proven track record in managing on-site operational management teams • Experience of managing service charge budgets and major CAPEX projects • Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets • Accountable and resilient • Ability to communicate and engage at all levels • Possess a natural authority to successfully manage the building, the on-site team and the client’s expectations for the building.
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