FM Workplace Services Director

The FM Workplace Services Lead is a member of the Client Senior Management Team (SMT) and working in close collaboration with this team and the client, will perform a key role in the development and delivery of strategies to continuously advance the overall performance of the managed portfolio. The FM Workplace Services Director will manage, direct, and motivate the FM team, along with our service partners, to ensure the delivery of an excellent customerfocused operational service that meets or exceeds the expectations of our client and our customers across the whole of the Aviva Investors managed portfolio., The FM Workplace Services Director will assume overall responsibility for the management of all FM services across the managed portfolio and is required to build and maintain effective working relationships with all internal stakeholders (surveying, sustainability, building consultancy, lettings, customer experience, client financial services) and external stakeholders (Aviva Investors and its customers). The FM Workplace Services Director will act as the primary client FM representative in all property related stakeholder relationships., A maintained focus is required on ensuring:

• Value for Money in the service delivery model - operating costs and service levels are to be continuously reviewed, measured and benchmarked
• Full compliance and good risk management of site operations
• Excellence in service delivery - embedding a one team ethos across FM team and all service partners
• Standards and innovations are reviewed and benchmarked regularly to ensure a 'world-class' service is delivered
• Service partner relationships are robust and harmonious, and standards of delivery are exemplary
• Continued relevance of the managed portfolio in supporting the health and wellbeing of its customers
• FM team are performance managed against the client FM Statement of Works and provided with training programmes and career development plans
• Annual business planning and quarterly reporting on performance
Responsibilities: People Management & Leadership The primary responsibility is to direct and manage the FM team, ensuring the team is appropriately resourced and that the team understand the overall vision and objectives of Aviva Investors and JLL:
• Ensure the team are operating and achieving the expected standards against the FM Statement of Works
• Provide leadership to the team to maximise effectiveness and efficiency. This will include performance feedback, personal development plans and relevant training for the team to continuously develop strengths and skillsets
• Ongoing recruitment, resourcing and team planning to ensure the team are fully resourced and working efficiently
• Ensure all staff and service partners receive Aviva Investors dedicated training and site inductions
• Develop succession plans for key team members
• Working with the team to seek new ideas to improve the FM capabilities on the Aviva portfolio. Reviewing processes and making recommendations where applicable to suggest improvements in process and procedure
Client Service
• As part of the Senior Management Team, ensure strategic FM operational issues are shared with the SMT, highlighting potential client / occupier impact and proposal for resolution if these are major issues
• Preparing and delivering the FM contribution to the JLL/AI Business Plan, working closely with the Aviva Investors Client Lead
• Work closely with the Customer Experience Lead to ensure the FM team are fully engaged in customer service initiatives across the AI portfolio
• Work closely with the ESG Lead to ensure the FM team have the appropriate skills, knowledge, and competencies to deliver to AI's strategic objectives for the portfolio
• Ensure that all elements of the Property Management Agreement with AI are understood and complied with by the team and that fees are claimed in a timely manner
• Ensure the FM team deliver an excellent customer experience to both AI and its customers, measured by feedback from occupiers and AI in relation to building performance and execution of duties Ensure the timely and accurate delivery of management information to AI and JLL senior management team, in support of asset plans, retail reports, monthly reports, client annual reports and other reports or information as required
FM Operations
• Ability to operationally manage the outputs and performance of JLL, meeting its various responsibilities under the property management agreement and FM statement of works
• Ensure a high standard of service is achieved through best-inclass leading performance to the agreed KPIs
• Regularly report key team issues to AI including organisational structure, staff changes and team initiatives
• Where appropriate, share information and facilitate crossselling opportunities for additional services and explore with AI additional service provision opportunities
• Explore service delivery efficiencies in team structure, use of technology and process to release efficiencies on behalf of AI and JLL
• Working alongside and aligned to the ESG Lead, ensure the sustainability agenda is fully embraced by the team and that they are fully aware of the drivers for change
• Ensure the procurement of all service providers for the portfolio is undertaken in accordance with the AI agreed procurement programme. Review service contracts as appropriate
• Work with the service partners to ensure they are the best they can be and to encourage new ideas. Ensure they provide a consistently high standard of service and work collaboratively with JLL as one team in the delivery of services across the AI portfolio
• Ensure the smooth transition of properties into and out of management
• Ensure there is a policy providing emergency and out of hours cover for the portfolio
• Ensure all AI and JLL approved risk management and safety programmes, policies and procedures are enacted and adhered to
Financial Management
• Ensure the FM team provide service charge budgets, expenditure monitoring reports and year-end reconciliations to the agreed timelines and standards
  
  Leadership skills: leading by example with strong influencing, negotiating and change management skills
• Ability to prepare and implement a team business plan
• Problem-solving: ability to remain calm and focused in dealing with reactive matters and troubleshooting
• People skills: Approachable, empathetic, diplomatic and a good listener
• Customer Service: ability to demonstrate and deliver excellent customer service skills
• Previous experience in managing premium assets, with a demonstrated record of accomplishment of success
• A high level of financial aptitude, commercial acumen, analytical skills, and computer literacy with the ability to manage an independent profit centre
• Previous experience preparing detailed asset plans, complex budgets and comprehensive reports
• Detail oriented, systematic, and diligent in approach to business and reporting
• Adept at managing the change process to a diverse group, promoting best practice and strategic advice where appropriate
  
  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., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.