Space and Occupancy Quality & Best Practice Manager

JLL ,
London, Greater London
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JLL title: Quality & Best Practice Manager, Space and Occupancy About JLL We're JLL. We're a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate. We're a Fortune 500 company. We work across 80 countries, in 280 different offices, with a team of over 77,000 individuals. And we look after a property portfolio of over 4bn square feet, all on behalf of our clients. If you're looking to step up your career, JLL is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL! What this job involves The Quality Manager is responsible for ensuring a high level of client satisfaction within their areas and countries of responsibility. Delivering key initiatives as well as ensuring consistency in processes and operational delivery. The role audits and supports improvement on efficient operational space and occupancy planning activities to meet contractual obligations with respect to the EMEA property portfolio of the Client now and for the future. Roles and Responsibilities: Overall responsible for ensuring all Space and Occupancy Planning teams are providing service at the top (and required) level for all activities, this will include the following activities: * Support the Space Planning Programme Manager day to day running of S&O service line * Ensuring ROP's are accountable for their Areas / aligned to Best Practice & Process * Coaching Space Planning teams (on-site and remote) through the execution of all Space and Occupancy Planning operations * Acting as a point of escalation and facilitate challenge resolution * Bringing in and delivering new programs of best practice across EMEA * Rolling out of consistent best practice across account / areas * Supplier management where/when required * Supporting key events on the account- e.g. Building launches * Participating in recruitment activities as the team continues to grow * Ad-Hoc monthly reporting Client/Stakeholder Management * Serves as primary contact for Jones Lang LaSalle for buildings within their portfolio with regards to service delivery and escalation point as they relate to Space and Occupancy Planning Services * Guide local Stakeholders, Program Managers, Facilities Managers and Regional Facilities Managers through the requirements of local Space and Occupancy Planning service delivery to meet the contractual obligations of Jones Lang LaSalle for the Client Account * Manage relationships within the clients Global Real Estate and Facilities teams (Area Managers) to address operational challenges head on. * Manage relationship with other QBPs/JLL service lines to break silos, enhance communication, develop end to end processes to ensure operational efficiency * Act as a key player to implement the "One team approach" * Develop and maintain a detailed understanding of the Client's business and key factors influencing their requirement for our services Financial Management * Develop an understanding of the services provided to our client. Identify opportunities to cross-sell services and make recommendations for growth Contract Management * Ensure services are delivered in adherence to the contract * Deliver services in line with key performance indicators, service levels * Develop and drive the relationship with key vendors gaining knowledge of best practices across the estate and implement * Identify and escalate all service changes to the Procurement Manager, Finance Director and Account Director Operations * Manage and ensure the quality of delivery for the Client Account. * Use and promote technology systems to support service delivery, and monitor the performance for own demise and provide as detailed the required reporting from the systems * Ensure all standard operating procedures and processes are adhered too and are fit for purpose for own demise * Deliver all regional initiatives and programs as directed * Implement and direct all client specific initiatives such as savings targets, benchmarking and best practices * Follow reporting, standard operating procedures, systems and HR practices in line with the regional consistent approach * Provide monthly reporting as detailed by Account Director * Implement and test in accordance with the contract all Business Continuity Plans for the properties within their remit, ensuring these are aligned with the Client plans * Follow all Health & Safety and Environmental requirements that are defined on work instructions or communicated in training. Not relevant * Work with the re

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