Client Relationship

Strive to “delight” the Client in all aspects of service delivery

Interact on a regular basis with the appropriate Client operation leads and people experience to discuss ongoing service delivery and forward planning.

Address complaints, manage client communications and solve problems.

Proactively prevent and resolve issues in a service-oriented manner.

Work with Client and Manager to develop and implement improved/new processes that improve service to the client and /or reduce cost.

Site Operations Management, business continuity and Compliance

Deliver services with a focus on facilities soft services as defined in the relevant Schedules of the annual regional and country master plan, ensuring the implementation and compliance, KPIs and savings targets with Best Practice procedures.

Perform daily and periodic property inspections and review vendor services.

Ensure no outages / business disruption due to soft services operation.

Report critical & key performance measurements & achieve targets. Complete all required audits - monthly/quarterly/annual reporting and management reports as required.

Support fixed assets management required activities from service delivery perspective to participating to physical inventory checks to disposals, with approvals from site facilities manager.

Prepare and maintain all property administrative procedures, records, etc., in accordance with company and industry standard policy, in particular, property emergency procedures, vendor assignment instructions, service records, log books, etc.

Prepare and follow-up on action plans resulting from assessments and/or audits and ensure necessary funds are incorporated into budget-planning as well as participating and contributing to 3-yearly capital planning process.

Participate in out-of–hours, stand-by and call out procedures as required

Ensure adherence and 100% compliance to Client’s KPI’s & SLA’s, assist all contractor Staff on site and Authorized Persons on operational matters.

Understand all aspects of any lease/licenses that may impact the operation of the property.

Keep Site Facilities Manager informed of all activities and especially events that will impact the client. Assist SFM on ad hoc duties for the effective facilities management of the sites.

Work in collaboration with all peer Operation managers (be active part of knowledge transfer within and across accounts policies

Become a subject-matter-expert in at least one technical area to support colleagues both on account and across EMEA with the specific.

Dining Services

Overall management of service contractual agreements and smooth operation. Escalation to vendor management, if issues take place.

Manage Dining Services including: ensuring timely delivery of meals with no delays, regular and periodical meal and service inspections and analysis, ensure enough meal quantities delivered, quality of food is up to agreed levels, no transaction issues (i.e. employee payments for meals are accordingly menu pricelist).  

Kitchen and serving audits: making sure the vendors comply with health and food safety regulations.

Participate in JLL HSE audit to vendors’ service and kitchen.

Health and Safety Management

Ensure that the site meets all legal, regulatory and Client’s required HS&E regulations all through assigned services and tasks.

Supports Site O&M HSE Action Plans

Ensures contractors adhere to and provide needed match to HSE scope and reporting

Ensure that all JLL staff are working in compliance with HS&E regulations

Carry out supervisory responsibilities in accordance with client/JLL policies and applicable laws, particularly EH&S.

Contracts Management

Ensure that all contracts at the site are delivering the required service at the correct cost

Develop and monitor performance of local service providers

Support work with Regional and Global Sourcing to implement Regional/Global sourcing strategies

Finance and Asset Management

Support that the site meets all financial targets and control requirements

Provide standard monthly/quarterly/annual reporting and management reports as required

Support review of property expenditures within budget; prepare variance analysis on a monthly basis.

Lead and report

Desired Candidate Profile

Higher education in relevant field of business and project management. Skills Excellent Inter-personal, sound written and oral communication skills Demonstrated ability to manage multiple and complex operational matters daily Organization/ management skills Capacity to deal with ambiguity and address complex problems Ability to hold vendors/partners accountable to their deliverables. Awareness and experience in technical, engineering or building management knowledge is a plus Excellent PC skills (MS office), Tech-savvy who has worked on applications/ solutions and CAFM/CMMS. Fluent verbal and written English and Arabic. An elaborate communicator who is able tailor messages, analyze, present and share data presentation and reporting. Competencies: Desire. The candidate must have a good desire to provide service excellence. Vision. The candidate must have the ability to visualize the long-term plan for delivering service excellence. Leadership. The candidate must have reasonably good leadership traits of visualization, direction and effectiveness to provide service excellence. Specialized Knowledge. The candidate must have the necessary technical and managerial competence to ensure service excellence from subordinates and contractors. Problem Solving. The candidate should demonstrate the skills to analyze problems/issues and find innovative sustainable solutions to meet business needs. Innovation. The candidate must be able to continuously develop service excellence and subordinates by thinking creatively and being able to put into action innovatively. Organized Planning. The candidate must have the necessary skills to set goals, objectives and key tasks and provide the necessary monitoring and control to ensure service excellence from contractors. Decisive. The candidate must have a reasonable decision-making process which brings about quick decisive responses and action. Persistence. The candidate must have definiteness of purpose, desire, self-reliance, knowledge, co-operation and will power in a changing environment, which requires new work habits to be developed. Communication. The candidate must have excellent inter-personal and communication skills. Fluent in English and local language. Experience Relevant experience in Facilities Management, project management is a plus. Relevant experience with HSE, Soft & Hard services. Excellent experience in Customer service and hospitality. Relevant experience in soft services, asset management, dining, working towards service KPIs