GENERAL MANAGER - 22 ROPEMAKER
Key Responsibilities and Deliverables
Client Service
Operations Management
• To understand OPLM’s objectives and requirements in relation to the property. • To assist in reporting to OPLM concerning all on-site operational issues and customer relations. • Act as primary on-site lead in all matters relating to the operation at the property to establish and enhance tenant relationships, support leasing campaigns, and enhance brand image
• Working with the JLL Design for Management Team take a lead role in mobilisation of the building from construction to operational i.e. undertaking mobilisation tasks to deliver a seamless ‘business as usual’ operational state (in accordance with the JLL Mobilisation Plan and Budget which will be agreed from time to time with OPLM) • Build, lead, develop and inspire the on-site 22 Ropemaker FM Team (JLL and service partners) to deliver high standards of service at the property. • Working with the JLL head office team ensure the JLL contract scope with the client is delivered and all SLAs and KPIs are met such that service excellence is delivered throughout all areas of on-site operations. • To be responsible for the implementation of agreed best practice in accordance with the JLL contract and JLL’s Facilities Management Best Practice policies in the following areas: service charge financial management, information/ communications, procurement, operations, repair & maintenance, social & environmental responsible management, customer experience and human resources (training and
Customer Experience
• Establish and manage a customer strategy with a view to providing a high standard of service that enhances the customer experience and develops a strong partnership approach. • Regularly meet with the occupier representatives to fully understand their wants and needs within the property. • Manage the on-site service partner teams to ensure optimal customer satisfaction and minimise the downtime if service interruption occurs. • Liaise with OPLM to undertake periodic customer feedback sessions and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of satisfaction
development) ensuring: • customer service delivery • standard systems and procedures
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