Account Director

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

The Account Director leads the West Coast portfolio overseeing a team that delivers integrated facilities maintenance and operations, soft services, and workplace services, aspects of the contract scope of work. Key accountabilities include leading and developing a very large and geographically dispersed team, client relationship management, and constant service evolution. This role is part of the account leadership team and requires excellent communication abilities and will support account initiatives that drive and deliver efficiencies and process improvements. Excellence in service delivery will be achieved by leading, monitoring and directing all portfolio activity, with a focus on building operations, service contracts, financial and team management.

Service Delivery

• Manage the delivery of facilities services to the portfolio in accordance with all agreed policies, procedures, and contract scope.
• Manage team members at a management level to ensure the performance of their teams as well as maintenance and upkeep of the facilities and address issues or escalations.  
• Manage vendor performance ensuring services are delivered in accordance with the contract and to agreed standards. 
• Drive initiatives such as savings programs, benchmarking, best practices and continuous improvement.  
• Ensure all account level KPI/SLA targets are achieved.
• Maintain adherence to all account governance processes, partner with the Account Director and client on account governance evolution.
• Leverages the JLL IFM/Engineering platform through regional IFM networks, JLL’s innovation and best practice sharing program (Idea Stream) to provide improved IFM services aligned with the account plan, goals, and objectives.
• Advocates diversity and inclusion in the workplace.
• Complies with client specific and JLL accounting/contracting practices, policies and procedures, including but not limited to ethics and business practice.

Client Relationships

• Provides superior client support and relationship management as evidenced by favorable KPI scores and client surveys, client contract compliance, JLL EHS program compliance and team safety performance.
• Deliver an exceptional quality of service to the client, as reflected by client feedback. 

Financial Management

• Manage the Facilities Team in the annual client budgeting process, executing services within the agreed operating budget, and monthly reporting on budget performance
• Manage account invoice approval, purchasing card, expense processes in accordance with established processes and procedures.
• Review and approve service partner contracts, support account sourcing initiatives, manage third party contractual spend.
• Complies with client specific and JLL accounting/contracting practices, policies and procedures.

Leadership/Team Management

• Lead, manage, develop and supervise a professional, friendly, creative, energetic, and detail-oriented team of management level staff in the delivery of service excellence.
• Provide excellent onboarding, training, and team building.
• Actively support an environment of teamwork, co-operation, performance excellence and personal success
• Participate in performance management and personal development planning for members of the team.
• Act as an ambassador for JLL, adopting and maintaining the firm’s core values of Teamwork, Ethics and Excellence

Sound like you? To apply you need:

• BA/BS degree or equivalent work experience in facilities management with management/technical emphasis.  MBA a plus.
• 10+ years of facilities experience in corporate, third party service provider or consulting.
• Proven record of success managing corporate headquarters and multiple sites with large square footage (1m+ sq. ft.)
• Experience managing corporate services such as food, mail, transportation, and employee services, vendors and capital projects.
• Superior client and customer relationship management skills.
• Strategic thinker with strong implementation and change