Account Director - IFM SEA Lead

Position OverviewThe Account Director serves as one of JLL's most important leadership positions, responsible for delivery to the client across multiple service lines and geographies while managing diverse responsibilities across different timeframes. This role acts as the primary point of contact for all matters specific and related to the account, building and maintaining strong, long-lasting customer relationships.Key Accountabilities & ResponsibilitiesStrategic Leadership & Account ManagementAct as the primary point of contact for all matters specific and related to the accountDevelop forward-looking, peer-reviewed strategic plans that maximize profitability and leverage JLL's capabilitiesCreate and execute annual account business plans aligned with client growth and JLL's profitabilityBuild and maintain strong, long-lasting customer relationshipsOversee customer account management including forecast, budget, and tracking of key account metricsEnsure seamless and efficient delivery, improving cost optimization, mitigating risk, and fostering sustainable practices, development of the team including cross-skillingClient Relationship ManagementConduct regular client engagements including:Weekly Operations meetingsMonthly Management Review meetingsQuarterly Business Reviews (QBRs)Demonstrate strong attention to detail and proactive communication of updates, issues, risk mitigation solutions, and delaysProactively engage stakeholders to ensure that on-site client's expectations are metBuild and develop effective client/stakeholder relationships across multiple levels of the organisations (JLL and Client)Serve as on-site key point of contact for Facilities in the client's premisesLiaison closely with the client on-site representatives to address problems and/or enhance working environment performanceOperational Excellence & Site Operations ManagementManage all building-related technical and service contracts, develop and implement procedures and performance measures to ensure efficiency, accuracy and reliability of work methods and systemsEnsure compliance with contract requirements and manage riskManage internal reporting such as development tracker, opex and capex pipeline, compliance, risk and issuesRecommend continuous quality improvement practices and implement Industry Best Practice operationsImplement building procedures and performance measures and ensure they are maintained at all timesEnsure all Critical Environment (CEM) requirements are metReview existing operations regularly to reduce costs and improve operational standardsProvide 24/7 emergency call support and site attendance as requiredCo-ordinate critical out-of-hours issues & participate as a key team member in investigations and responses to emergency situationsEnsure uninterrupted site operationsBusiness Development & GrowthDevelop new business and identify new business opportunitiesParticipate in contract negotiations and agreementsExpand share of wallet by solving client pain pointsWork collaboratively with facilities team colleagues both within the Client location & in the wider Jones Lang LaSalle networkTeam Leadership & People ManagementBuild and lead empowered, technically capable account leadership teams whose competencies align with the client's industry and businessFoster talent development and conduct quality career development conversationsManage diverse teams across different timeframes and geographiesManage and coach team membersDevelop and sustain a high-quality, well-motivated teamEnsure high staff morale, trust and work ethicsBuild and maintain an environment that supports teamwork, co-operation and performance excellence within teamMentor and enable Training & Development of team membersEnsure staff development to anticipate/meet client's requirementsIFM-Specific ResponsibilitiesOversee integrated facilities management services including hard and soft servicesManage IFM service delivery models (self-performed and sub-contracted) covering:Facility managementEngineering servicesWorkplace servicesEHSSite services and Minor WorksGround maintenanceEmployee servicesUtilities and energySpecialty servicesEnsure governance and account management structures are in placeIdentify account-level resources for quality management and implementation of global playbooksSponsor the Asset Management Program and Audit program allocating resources and ensuring delivery executionProcurement & Vendor ManagementManage all 3rd party/subcontractor performanceEnsure vendors are well-managed, delivering services on time and within budgetEnsure that vendor procurement processes comply with agreed client procurement guidelines as well as Jones Lang LaSalle best practiceEnsure vendors are selected based on their familiarity with the local market situation, enabling them to offer timely and effective responses to service requestsContracts ManagementPlan and manage all contracts to ensure that they are professionally delivered at the right costsEnsure expiry of contracts are well-monitored and re-procurement is initiated if neededEnsure contracts are continually assessed to deliver best value to the clientFinancial ManagementActively work to ensure that the site's financial operations are meeting or exceeding targets and control requirements including the Jones Lang LaSalle Code of EthicsEnsure financial processes are followed at all times with no non-compliance outcomesUnderstanding of account financials, contract management, and commercial excellenceDevelop and oversee the forecast and budget management for the accountHealth, Safety, Security & Environment (HSSE) ManagementEnsure the provision of a safe working environmentEnsure compliance with statutory regulations on fire, health and safety standardsEnsure all working environments meet all requisite OH&S StandardsSupport the Account HSSE Manager with determining appropriate actions to address risks and opportunitiesRisk ManagementEnsure a property risk management program including audits is implemented and maintainedEnsure disaster recovery and business continuity plans are implemented and maintainedEnsure escalation procedures and incident reporting procedures are implemented and in placeAssist in the development of guidelines and strategies to ensure compliance with Jones Lang LaSalle's business conductAct as an escalation point for issues that require resolution and/or supportPerformance ManagementAchieve Key Performance Indicators and Service Level Agreement targetsAttain client KPIsEnsure continual service improvementsMaintain client satisfaction at the highest level - >8 Net Promoter ScoreAdministrative SupportProvide assistance in general administrative activities and any other duties as assigned by Account Management on a needs-be basisKey Result AreasUninterrupted site operationsClient satisfactionContinual service improvementsAttaining client KPIsAccount profitability and growthTeam development and retentionRequired QualificationsEducationBachelor's/Diploma in Mechanical/Electrical/Building/Facilities Management mechanical bias preferedAdvanced degree or professional certifications are advantageousExperienceMinimum 10 years in Facility Management with proven team management and leadership experienceMinimum 3+ years in similar multi-service line Account Leadership positionBackground in Manufacturing operations / semiconductor industry preferableProven track record managing multiple scaling accounts or small/medium size regional enterprise accountsDemonstrable experience in facilities management and corporate real estateTechnical Knowledge & SkillsClient-centric: Deep empathy, transparent communication and passion to meet client needsAuthentic leadership: Ability to earn respect, build trust, and demonstrate integritySolution-oriented: Capability to uncover opportunities and turn challenges into valuable outcomes through coherent strategy development and plan executionGrowth-driven: Focus on enhancing client experience while seeking continuous improvementRelationship management: Strong ability to build trust, loyalty, and long-term partnershipsFinancial acumen: Understanding of account financials, contract management, and commercial excellenceStrong analytical, presentation, excellent communication and organization skillsKnowledge of Occupational Health and Safety requirementsKnowledge of M&E systems, Financial & Management ReportingStrong communication and interpersonal skills with the ability to build rapport quicklySound computer skills in Microsoft OfficeDemonstrated ability to manage multiple and complex operational matters on a daily basisPersonal AttributesStrong personal brand reflecting reputation, expertise, and professional imageCredibility and passion as a knowledgeable professional who delivers on promisesInfluence to drive decisions and positively impact client outcomesAbility to work under pressure and manage emergency situationsDelivers with, and for, the team as an integrated and hands-on team playerExecutes with speed and leverages capabilities of the team and platform to integrate into workable and structured plansFlexibility to provide 24/7 support when required