KEY ACCOUNTABILITIES & RESPONSIBILITIES
Strategic Leadership & Account Management
Act as the primary point of contact for all matters specific and related to the account
Develop forward-looking, peer-reviewed strategic plans that maximize profitability and leverage JLL’s capabilities
Create and execute annual account business plans aligned with client growth and JLL profitability objectives
Build and maintain strong, long-lasting customer relationships
Oversee customer account management including forecasting, budgeting, and tracking of key account metrics
Ensure seamless and efficient delivery while improving cost optimization, mitigating risk, fostering sustainable practices, and supporting team development including cross-skilling
Conduct strategic reviews of service and supply contracts to determine value optimization opportunities across the portfolio
Lead benchmarking of facilities services across sites and geographies to ensure operational consistency and best value delivery
Lead renegotiation and tendering activities in alignment with JLL procurement guidelines and commercial governance requirements
Drive account profitability, productivity optimization, and continuous operational improvement initiatives
Client Relationship Management
Conduct regular client engagements including: Weekly Operations Meetings Monthly Management Review Meetings Quarterly Business Reviews (QBRs)
Demonstrate strong attention to detail and proactive communication of updates, issues, risks, mitigation solutions, and delays
Proactively engage stakeholders to ensure on-site client expectations are met or exceeded
Build and develop effective client and stakeholder relationships across multiple levels of the organization (JLL and Client)
Serve as the key point of contact for Facilities and Workplace services across the client portfolio
Liaise closely with client representatives to resolve issues and enhance workplace and operational performance
Lead by example to drive high levels of client satisfaction and service excellence
Maintain client satisfaction at the highest level with target Net Promoter Score (NPS) performance exceeding agreed thresholds
Operational Excellence & Site Operations Management
Manage all building-related technical and service contracts and ensure operational excellence across the portfolio
Develop and implement procedures, operational standards, and performance measures to ensure efficiency, accuracy, consistency, and reliability of systems and work methods
Ensure compliance with contract requirements and effective management of operational risk
Manage internal reporting including development trackers, operational expenditure (opex), capital expenditure (capex), compliance, risk, and issue management
Recommend continuous quality improvement initiatives and implement industry best-practice operations
Implement building procedures and performance measures and ensure they are maintained
Ensure all Critical Environment Management (CEM) requirements are achieved and maintained
Ensure uninterrupted operations within mission-critical and high-availability environments
Review operations regularly to reduce costs and improve operational standards
Develop and implement Preventive and Planned Maintenance (PPM) programs to minimize equipment failure, maintenance costs, operational disruption, and lifecycle replacement costs
Drive asset reliability and maintenance optimization initiatives across the portfolio
Ensure adequate supply of materials and services required for uninterrupted facilities operations
Provide 24/7 emergency call support and site attendance as required
Coordinate critical out-of-hours issues and participate as a key team member during investigations and emergency response situations
Ensure uninterrupted site operations
Integrated Facilities Management (IFM)
Oversee integrated facilities management services including hard and soft services
Manage IFM service delivery models including self-performed and subcontracted services covering: Facility Management Workplace Services Site Services Ground Maintenance Engineering Services Employee Services Utilities and Energy Management Specialty Services
Ensure governance and account management structures are effectively implemented
Identify account-level resources for quality management and implementation of global playbooks
Sponsor the Asset Management Program and Audit Program, allocating resources and ensuring execution
Drive regional consistency in IFM standards, procedures, systems, and service delivery practices
Implement and oversee comprehensive energy management and sustainability programs across the portfolio
Procurement & Vendor Management
Manage all third-party and subcontractor performance
Ensure vendors are effectively managed and deliver services on time and within budget
Ensure vendor procurement processes comply with agreed client procurement guidelines and JLL best practices
Ensure vendors are selected based on local market capability and responsiveness to operational requirements
Ensure tender documentation, evaluation processes, and contract awards are completed in accordance with client standards
Conduct strategic vendor reviews and identify opportunities for commercial improvement and service enhancement
Contracts Management
Plan and manage all contracts to ensure services are professionally delivered at optimal cost and value
Ensure contract expiry dates are monitored and re-procurement activities are initiated when required
Continually assess contracts to ensure best value delivery to the client
Support contract negotiations and commercial discussions as required
Financial Management
Ensure site financial operations meet or exceed targets and comply with all JLL financial controls and ethical standards
Ensure all financial processes are followed with no non-compliance outcomes
Demonstrate strong understanding of account financials, contract management, forecasting, and commercial excellence
Develop and oversee account forecasting and budget management processes
Support financial reconciliation for service contract accounts
Identify and implement cost savings initiatives and profitability improvement strategies
Contribute to regional and global operational excellence and financial initiatives as required
Health, Safety, Security & Environment (HSSE) Management
Ensure the provision of a safe working environment across all sites
Ensure compliance with statutory regulations relating to fire, health, safety, and environmental standards
Ensure all workplaces meet applicable Occupational Health & Safety (OH&S) standards
Support the Account HSSE Manager in identifying and addressing operational risks and improvement opportunities
Implement and enforce all client-specific safety and compliance programs
Drive proactive safety culture initiatives and continuous HSSE improvements
Risk Management & Business Continuity
Ensure a comprehensive property risk management program including audits is implemented and maintained
Ensure disaster recovery and business continuity plans are developed, implemented, tested, and maintained
Ensure escalation procedures and incident reporting processes are fully implemented and operational
Develop and maintain emergency response procedures including: Fire Evacuation Plans and Fire DrillsEmergency Evacuation ProceduresBomb Threat Response ProceduresDisaster Logistics Support PlansBusiness Continuity and Recovery Processes
Coordinate disaster recovery planning activities across account functions and critical sites
Ensure DRP testing, dry runs, and response audits are completed periodically
Act as an escalation point for issues requiring senior leadership intervention or support
Assist in developing guidelines and strategies to ensure compliance with JLL business conduct standards
Ensure all statutory notices, compliance requirements, and regulatory obligations are managed appropriately
Data Management, Policies, Procedures & Audit
Ensure integrity, accuracy, and audit readiness of operational and compliance systems data
Ensure account policies, procedures, and operational documentation remain current, standardized, and aligned across the portfolio
Drive adoption, governance, and compliance of operational systems and reporting platforms
Ensure teams maintain familiarity with systems, procedures, and compliance requirements
Support operational audits and continuous improvement initiatives
Performance Management & Reporting
Achieve Key Performance Indicators (KPIs) and Service Level Agreement (SLA) targets
Attain all agreed client KPIs and operational performance measures
Ensure continual service improvement across the account
Ensure timely and meaningful monthly, quarterly, and annual reporting to clients and internal stakeholders
Provide portfolio insights, operational analytics, financial trends, and performance reporting
Ensure reporting standards meet local, regional and global client expectations
Business Development & Growth
Develop new business and identify innovative growth opportunities
Expand share of wallet by solving client pain points and enhancing service delivery
Participate in contract negotiations and commercial discussions
Work collaboratively with facilities management colleagues within the client location and broader JLL network
Support regional and global strategic initiatives as required
Leadership & People Management
Build and lead empowered, technically capable account leadership teams aligned to the client’s industry and business needs
Foster talent development and conduct meaningful career development discussions
Manage diverse teams across multiple geographies, functions, and operational timeframes
Manage, coach, and mentor team members to support professional growth and succession planning
Develop and sustain a high-performing, engaged, and motivated team culture
Ensure high standards of staff morale, trust, accountability, and work ethics
Build and maintain an environment that supports teamwork, collaboration, and performance excellence
Ensure teams are appropriately trained on facilities management systems, operational procedures, compliance standards, and client requirements
Support onboarding and integration of new team members through structured mentoring and knowledge-sharing practices
Drive learning, leadership development, capability building, and succession planning initiatives across the account
KEY RESULT AREAS
Uninterrupted site operations
Client satisfaction and retention
Continual service improvement
Achievement of client KPIs and SLAs
Account profitability and growth
Operational excellence and compliance
Effective risk mitigation and business continuity
Team engagement, development, and retention
Sustainability and energy optimization outcomes
REQUIRED QUALIFICATIONS
Education
Bachelor’s Degree or Diploma in Mechanical, Electrical, Building, Facilities Management, or related discipline; Mechanical bias preferred
Advanced degree and/or professional certifications are advantageous
Experience
Minimum 10 years’ experience in Facilities Management with proven leadership and team management capability
Minimum 3+ years in a similar multi-service line Account Leadership role
Experience within 24/7 large-scale operational environments; manufacturing, R&D, semiconductor, or mission-critical operations preferred
Proven track record managing multiple scaling accounts or regional enterprise portfolios
Technical Knowledge & Skills
Client-centric approach with strong stakeholder management capability
Authentic leadership style with ability to build trust and credibility
Solution-oriented mindset with strong commercial and operational judgement
Growth-driven approach focused on continuous improvement and enhanced client experience
Strong relationship management and influencing capability
Financial acumen including budgeting, forecasting, commercial management, and profitability optimization
Strong analytical, presentation, communication, and organizational skills
Knowledge of Occupational Health & Safety requirements and statutory compliance
Strong technical understanding of Mechanical & Electrical (M&E) systems
Strong knowledge of facilities operations, maintenance strategy, reporting, and governance
Ability to manage multiple complex operational matters simultaneously
Sound computer literacy including Microsoft Office and facilities management systems
PERSONAL ATTRIBUTES
Strong personal brand reflecting professionalism, expertise, and credibility
Demonstrated integrity, accountability, and commitment to delivery excellence
Strong influencing capability with ability to positively impact client outcomes
Ability to work under pressure and manage emergency situations effectively
Hands-on leadership style with collaborative team approach
Ability to execute with speed while leveraging team and platform capabilities
Strong adaptability and resilience within dynamic operational environments
Flexibility to provide 24/7 support when required
Location
On-site –Bengaluru, KA
Scheduled Weekly Hours
40
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
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