Job description

About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Site Services Manager
Work Dynamics - Integrated Facilities Management (KL, Malaysia)

Overall Role
The Site Services Manager works closely with the South Asia Hub Lead, to lead the development, implementation and maintenance of key reporting tools for the account as well gathering formal and informal data to help meet contract reporting requirements, identify trends and opportunities for helping to achieve overall account goals and exceed client expectations.

The Site Services Manager will represent the Country specific site and manage teams associated within the country as required.

The Site Services Manager will become familiar and will work with all disciplines under the contract including: information technology, finance, sourcing, facility management and building operations, sustainability, landlord relations and space planning.

Major Responsibilities

Contract Management
Plan and manage all contracts to ensure that they are professionally delivered at the right costs
Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed
Ensure contracts are continually assessed to deliver best value to the client
Support the Regional team to close any gaps from current contractual KPI position
Contribute to the regional change control process

Operations
Responsible for project planning, execution and stakeholder engagement of the Site with participation in Regional and Global Programs as is required.
Drive client initiatives such as savings targets, benchmarking and best practices.
Drive regional and global consistency in the account e.g. in reporting, standard operating procedures, systems and HR practices.
Assist in the preparation of site specific reporting and participate in regional reporting as is required regionally.
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success.
Actively support and encourage alignment of best practices as delivered by the regional team and participate in any change management associated.
Client/Stakeholder Management
Develop relationships with key stakeholders in the Client’s organization to better understand their local needs
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators.
Deliver an exceptional quality of service to the Client, as reflected by Client feedback
Understand the client business growth and work with the Regional and Global Teams to implement growth strategies

Service Delivery
Participate in the alignment of reporting as is agreed by the regional team and Google client.
Develop a deep understanding of contract key performance indicators (KPIs) and reporting requirements.
Work with technology teams to design effective tracking and reporting tools for KPIs, SLAs, monthly, quarterly and/or annual reports, etc. used to track JLL’s performance.
Analyze data and metric variances, recommend and implement change programs and mitigation strategies aimed at improving performance results.
Participate in special projects and/or facilitate ad hoc reporting requests as required.
Provide communications management for internal and external account marketing and communications, including online content management.
Shape and deploy a process management mentality that is Six Sigma based and that focuses on leveraging JLL best practices for deployment on the account.
Participate in managing the relationship with the Client’s Performance Management SME and translate their business objectives into JLL’s account business plan when required.
Ensure data integrity of all technology and information systems across the portfolio and audit from time to time.
Support the delivery of the Workstream Programs for the portfolio and leverage JLL’s SMEs where applicable.
Establish and deliver key account initiatives as determined and agreed with the Account Leadership Team and Client.

Financial Management
Actively work to ensure that the site’s financial operations are meeting or exceeding targets.
Ensure financial processes are followed at all times
Assisting with the preparations of strategic plans, budgets, and client reports, including financial reconciliation for service contract accounts.
Work with the regional team to roll out and assist the countries with share of savings programmes
Look for opportunities to cross-sell services and to reduce cost to our customers operation
Ensure the budget is prepared with accuracy and financial results are within the KPI requirements

People Skills
Is able to effectively communicate with any level of person in a client organisation
Is able to give coaching and leadership to staff
Is able to resolve first line conflicts in regards to customer expectation and delivery
Is able to deal with political situations and defuse conflict

Quest for Excellence
Understands great service
Strives to deliver something different
Will not settle for mediocre delivery
Will think in traditional and non traditional manners

Problem Solving & Strategic Thinking
Ability to connect strategic matters to operational deliverables
Is able to articulate solutions and explain them well
Act as a business partner to the Regional and Global Team and countries
Champion both sides of the operation and help to find solutions to common operational problems
Analytical, proven ability to solve problems using an objective approach
Proven ability to employ holistic approaches and looks at long term solutions with the team

Project Management & Organizational Skills
Excellent planning & organizational skills to prioritize work and meet tight deadlines
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Health & Safety Management
Ensure the provision of a safe working environment
Ensure compliance with statutory regulations on fire, health and safety standards

Google User Ticket System (GUTS)
Manage Google GUTS requests which will be the focal point for day-to-day operational activities
Log and monitor all service requests in GUTS, ensuring that each request is routed to the correct team member/vendor who is responsible for performing the request and such vendor is fully aware of the requirements and timescales detailed in the Google contract.
Track each request to ensure it is closed correctly and in accordance with the required timescales detailed in the Google Contract.
Administer any changes in the GUTS portal
Ensure GUTS KPI is met

Events Coordination / Support
Management of the GEMs tickets.
Coordination on set-up for the event requirements (security arrangement, IT, cleaning, configuration, etc).
Coordination with stakeholders on the reallocation of rooms.
Administration of meeting rooms & Confman.
Provide reception cover during lunch hour and when necessary.

Profitability and Savings Initiative
Develop initiatives and strategies that lead to cost savings and service improvement

Ideal Experience
Minimum 8 years’ experience in people operations, ideally Facilities Management or Hospitality
Has experience in handling client matters with the experience to escalate or give first hand advice
Has demonstrated experience in balancing the interests of the client with those of the Firm
Has experience in translating strategic needs into deliverable programmes
Has handled a P&L and or understands financial systems

Other Personal Characteristics
Strong communicator – good presentation skills and strong verbal & written communication skills.
Be an active listener
Self-motivated and confident
Has gravitas with their peers
Flexible – able to adapt and effectively deal with rapidly changing, stressful situations
Proven ability to initiate and follow through with improvement initiatives
Able to work independently and be a team player
Exhibits honesty & trustworthiness
Energy, Pacing, Focus, Excitement
Technical comprehension and experience with performance based service contracts and vendor management both soft and technical
Knowledge of local occupational safety requirements
Ability to work within a budget
Demonstrated initiative
Strong written and oral communication skills.
Ability to solve problems
What you can expect from us
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
We can’t wait to see where your ambitions take you at JLL. Apply today!

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