Title 4X Account Director Business Unit Account Management (Integrated Facility Management, Project Management, Occupancy Planning and Transaction Management) Rep Position Goals
The Account Director will be the single point of contact for the client in India , leading a team of property related service delivery professionals for delivering comprehensive range of 4x services identified in the client contract and service level agreement.
A primary area of focus for the Account Director will be the seamless integration of services across the property life cycle and the identification of opportunities for the improvement in terms of value creation, innovation or efficiency as a result of this integration.
The Account Director will establish, maintain, and grow the client relationship while actively seeking opportunities to provide additional services for the mutual benefit of the client and JLL.
The Account Director will also achieve financial and other targets established for the Global Account and will effectively liaise with the JLL Corporate India team, Global Account platform teams and leadership team based in the U.S..
Duties & Responsibilities
RELATIONSHIP MANAGEMENT :
Actively engage with the client in defining, reviewing and refreshing the account vision and priorities on periodic basis.
Develop and maintain a detailed understanding of client’s business and key factors influencing requirement for JLL services.
Conduct assignment surveys and relationship surveys and develop action plans for continuous improvement in conjunction with Account Managers and CRM, and aligned with Global Account objectives.
Support Account Managers in building relationships with client
SERVICE DELIVERY :
Act as the Single Point of Contact for client’s RE team for all the services being provided, initiation of new requirements, implementation and delivery of client priorities and initiatives and client issue escalation.
Provide governance and direction to PM / OP / TM / FM teams as single conduit from client RE leadership.
Establish account KPIs with client and deliver upon agreed timing. Ensure that KPIs are aligned with client's priorities to measure team's performance and incentivise delivery team to deliver the necessary results.
Manage quarterly reviews / KPIs, participate in VOC sessions, and provide direct feedback to PM / OP / TM / FM teams.
Develop annual account plan for 4x services provided, and identify service requirements and issues ensuring that opportunities are captured.
Ensure seamless integration and consistent process execution across JLL delivery teams on account in local markets.
Ensure all resources of PM, OP, TM & IFM team are properly engaged, contracted and on-boarded.
Chair / participate in regular review meetings and provide updates to client CRE.
Negotiate all business terms and contract language related to routine and complex real estate transactions through pro-
active engagement and support of the business line leadership.
Coordinate and ensure timely receipt of approvals- RES, legal required in advance of execution of contracts related to transaction, facility management and project management
REVIEW / CONTINUOUS IMPROVEMENT :
Lead creation and periodic review of plan with Account Managers against annual account plan.
Lead and participate in JLL / client quarterly business reviews and account team meetings.
Lead and manage continuous people training, process and tool improvements / initiatives for the account.
Portfolio assessment and planning in conjunction with IFM, PM OP and TM team to identify short, medium and long term opportunities.
Provide benchmarks / trend analysis and general information on alternate markets for client’s platform expansion.
Continuously innovate and improve best-in-class management processes for 4x services.
Drive cost and operational efficiencies through procurement, productivity, vendor management and technology in 4x services.
Ensure process and quality consistency across services.
Develop processes and practices that will improve the integration of the service lines in the account.
STRATEGIC PARTNER :
Act as a strategic thought partner for client on major real-estate related issues, especially those cutting across multiple real estate disciplines.
Support local and global client governance in a variety of ways, including ad hoc analyses, review of and contribution to annual reports and other presentations.
Own and participate with representatives from client and JLL in the development of the annual business plan covering entire company objectives.
Monitor and review account profitability with Business Line heads periodically.
Develop in conjunction with client and JLL strategic financial plans including initiatives for cost savings and ensure client sign-
off / acceptance on the same.
Create awareness of full range of JLL services as value creating opportunities to the client.
Keep key Business Heads and the client Team Leaders aware of business opportunities with the client and exercise judgment as to which opportunities will have organisation wide impacts.
Attract, develop and retain best talent for account in all service lines.
Responsible for the management of the teams with respect to recruitment, performance assessment etc.
Actively manage the professional development of all direct reports.
Prepare and implement a succession plan for the account.
Ensure all projects / sites are adequately staffed.
Key Performance Measures
Client satisfaction survey + relationship survey
KPIs / Master Agreement Reporting requirements
Implementation of Best Practices / Innovation
Cost savings initiatives
Budgets / forecast accuracy
Revenue / profit growth from the Account
No. contractual disputes / no. of disputes Renewals / Payments / Liabilities
Additional services sold
Competencies / Requirements
Appropriate educational background with a valid degree.
12 - 15 years of work experience, with a minimum of 10 years in managing commercial real estate.
Full understanding of the real estate transaction practices, procurement methods, project management and facilities management.
Exposure and experience in dealing with multinational corporate organisations.
Proven track record of thinking strategically and developing / implementing comprehensive real estate solutions.
Ability to adapt and perform under pressure.
Ability to lead large teams and manage multiple stakeholders.
Knowledge of / familiarity with IT.
Strong interpersonal skills and the ability to build rapport quickly.
Excellent communication skills, gravitas and credibility at senior level, including ability to effectively liaise with and leverage support from off-
account resources such as JLL Corporate India team, and US-based Global Leadership team.