FM Lead - GCC

Key Responsibilities
Client Relationship Management & Stakeholder Engagement
•    Build and maintain meaningful relationships with senior executives and key stakeholders within the client's organization, including COO and Country/Operational leadership throughout the GCC, with primary focus on UAE operations
•    Proactively communicate JLL's vision and work with client Executive Leadership to understand changing business needs and support their ambitions in their future of work journey
•    Act as the primary point of contact and lead for client relationship management across the GCC portfolio, particularly within the UAE
•    Gain respect of senior leaders within the client organization through strong presentation, interaction, and written & verbal communication skills
•    Ensure all key stakeholders within JLL and the client's organization are fully informed about operational updates, processes, and account-wide objectives
•    Work with business stakeholders to ensure a "community feel" is present and visible across all buildings
•    Work closely and collaboratively with client strategic partners also supporting the real estate strategy.

Service Delivery Excellence
•    Comply with all contract requirements and meet or exceed Key Performance Indicators (KPIs) and Service KPIs (SKPIs) as defined in the Master Services Agreement (MSA)
•    Drive a service excellence culture within delivery and operational management teams, creating an environment that drives continuous improvement and innovation
•    Ensure an exceptional and memorable service is provided to the client's employees and guests across all touchpoints
•    Challenge the status quo and be prepared to change processes and procedures to improve building and facilities management
•    Ensure processes and procedures (client or JLL-owned) are monitored and updated as per the MSA
•    Work in conjunction with the Regional Account Director to develop strategic business plans for service delivery and be responsible for executing those plans
•    Ensure integrity of data within various management systems, including Management Information (MI) and maintenance of system drawings, escalating issues as appropriate
•    Ensure all contractual and ad-hoc reports are delivered on time and to the required standard
•    Drive proactive management through improved speed to execute, hitting planned and reactive SLAs, and increasing customer satisfaction scores
Operational Management
•    Ensure contractors and their staff are properly onboarded/offboarded and inducted, with all permitting and working requirements adhered to in compliance with local regulations, particularly UAE labor and safety laws
•    Ensure contractor staff meet the standards and expectations of both the client and JLL at all times
•    Monitor Planned Preventive Maintenance (PPM) plans in conjunction with local laws, regulations, and standards.
•    Ensure minor repairs and works are supervised appropriately and services delivered on time, safely, and within budget
•    Participate in planned or unplanned power shutdowns and support engineering teams as required
•    Participate in planned or unplanned building evacuations, ensure Business Continuity Plans (BCP) are current and enacted, and act as Fire Safety Manager as required
•    Ensure all safety procedures, including Crisis Management and Emergency Procedures, are maintained at all times
•    Support Moves, Adds and Changes (MAC) teams to ensure space planning and churn activities are undertaken per MSA and client demand
•    Ensure space data changes are reflected in a timely manner and reported per client and JLL reporting procedures
•    Conduct audits and inspections in line with JLL business management systems and standard processes, ensuring the actions database is regularly updated
Financial Management
•    Responsible for the end to end procure to pay process. 
•    Be responsible for the P&L and overall performance delivery across the GCC portfolio, with primary focus on UAE operations, managing agreed financial targets including revenue, expenses, debtor and savings targets
•    Keep operations within approved budgets, including raising all relevant Change Requests as needed
•    Be responsible for delivery and expenditure of the supply chain and accountable for quality of services delivered by all vendors
•    Participate in setting budgets for service delivery and ensure compliance to those budgets throughout the fiscal year
•    Participate in regular reforecasting activities and provide accurate financial projections
•    Manage financial approvals, ensuring ownership of budgets and responsible management of spend, including planned and rechargeable elements
•    Ensure all financial reports are accurate and timely as per agreed timelines set out in the agreement
•    Ensure costs are managed within appropriate budgets and variances are explained and mitigated
•    Ensure all client billing is completed per required timelines and follow up on outstanding amounts to ensure collection within contract terms
•    Ensure the supply chain is paid as per payment terms within individual agreements to maintain strong vendor relationships
Sustainability & ESG Leadership
•    Support ESG teams to ensure Energy Conservation Measures (ECM) are identified and contribute to the client's sustainability goals including Carbon Net Zero (CNZ) commitments
•    Own and deliver Energy & Sustainability programmes across the portfolio, including energy reduction initiatives and monitoring consumption
•    Work with ESG teams to raise awareness and ensure optimum recycling and waste management practices for all sites
•    Put ESG at the heart of all decision-making and operational activities, embedding sustainability into the service delivery culture
Human Resource Management & Team Leadership
•    Lead, develop and foster a proactive and motivated FM, Colleague Experience, and Guest Services team, supporting them in day-to-day operations, service delivery, and career development pathways
•    Drive and foster a proactive, motivated, and energized team culture that delivers exceptional results and continuous improvement
•    Be responsible for team structure and manage any recruitment or performance management issues in line with JLL processes, procedures, and local labor laws
•    Provide support for succession planning to direct reports and identify high-potential talent within the team
•    Actively encourage an environment that supports openness, teamwork, collaboration, performance excellence, and personal success
•    Create a culture that promotes Diversity and Inclusion within the team, ensuring all team members feel valued and heard
•    Develop teams through performance assessments and training programs, recognizing individual efforts and utilizing reward systems effectively
•    Manage staff workload through correct resourcing and develop succession plans for key team members and on-site vendors
•    Work closely with the Transformation Lead to deliver change programs, including management of people and culture change, resetting skillsets and competencies
Risk Management & Compliance
•    Drive a risk-conscious culture within the team and ensure all works meet local, client and JLL standards for risk identification and mitigation
•    Ensure compliance with all Health, Safety, Environment and Risk Management policies and procedures across all sites
•    Ensure compliance with all Ethics-related policies and procedures within the team and with all vendors
•    Ensure all incidents are reported per client and JLL internal reporting procedures in a timely and accurate manner
•    Ensure a suitable emergency escalation process is in place and that Emergency Call-Out & Rectification Services are conducted swiftly and efficiently
•    Ensure communications regarding incidents and emergencies are escalated appropriately both within JLL and the client organization
•    Be Safe Aware - ensure audits and inspections are carried in line with JLL business management systems and ensure the actions database is updated regularly
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Skills & Experience Required
Essential Experience
•    Proven track record of leading teams within a fast-paced service delivery environment, with demonstrated acumen to manage performance of delivery teams
•    Extensive experience in client relationship management at senior executive level, with ability to influence and build trust
•    Experience in high-end service environments, ideally within corporate real estate in financial service sectors
•    Demonstrated experience identifying and improving customer experience through collaboration with key stakeholders
•    Strong experience managing P&L and budgets through financial analysis skills, with accountability for business outcomes
•    Knowledge of vendor management for specialized services and ability to build effective supply chain partnerships
•    Proven capacity to understand and interpret commercial contracts, including MSAs and SLAs
Technical & Professional Skills
•    Ability to learn technical skills quickly and at the right level to lead teams of technical experts effectively
•    Ability to bring clarity, perspective, and oversight to account teams across different service lines (FM, Guest Services, Engineering, Projects)
•    Strong presentation, interaction, and written & verbal communication skills with a wide range of clients and stakeholders at all levels
•    Strong PC literacy and proven ability to manage daily activities using various systems including CAFM, CMMS, and financial management platforms
•    Experience identifying and implementing continuous improvement initiatives that deliver measurable results
•    Ability to operate at executive level, communicating vision clearly and understanding changing business needs in dynamic environments
Leadership Qualities
•    Proactive and confident communicator with all key stakeholders, able to engage at all organizational levels
•    Ability to challenge the status quo constructively and drive positive change
•    Ability to motivate and energize teams, creating high-performing cultures and fostering proactive behaviors
•    Gains respect of senior leaders in client organizations through credibility, delivery, and relationship-building
•    Gains respect of JLL people and clients through authentic leadership and consistent performance
•    Demonstrates JLL mindset in all activities: optimizing structures and efficiencies, driving continuous improvement through technology and data, enhancing service delivery, putting ESG first, and building motivated teams