Site Services Manager

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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

JOB DESCRIPTION

TITLE

Site Lead/Site Services Manager

BUSINESS UNIT 

Integrated Facilities Management

REPORTING TO

Cluster Lead or any other individual that may be assigned to from time to time

DUTIES & RESPONSIBILITIES

The Site Lead/Site Services Manager is responsible for leading a team in providing excellent customer service and creating an exceptional experience to all client staff,, their guests and vendors partners who are their business partners.  The Site Lead must be able to effectively communicate information verbally regarding the building, the office and its facilities, and facilities in and around the area. Additionally, it is the responsibility of the Site Lead to maintain the cleanliness, comfort, safety, and overall appearance of their assigned building/office to the highest standards, either through self performance or vendors.  The Individual must be able to offer assistance to all staff at this site. The expression “Going above and beyond” is a normal operating standard for this position.  The Individual will perform any other tasks that may be assigned to them which is related but not exclusive to customer service, hospitality and experience, finance and admin, project coordination, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc), space planning, event management and any others that may fall within the scope mentioned.

In general, the tasks include but are not exclusive to the following:

• Site Operations Management

• Assist  Supervisor to deliver services in accordance with client KPIs and SLA
• Develop, implement and maintain building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems 
• Ensure adequate supply of materials at all times for the proper operation of the buildings and management of services
• Co-ordinate with Building Managers and the Business Units on projects, building/office and operation issues, working closely together to derive at a holistic solution which includes immediate short-term as well as long term fixes
• Manage a program of scheduled inspections for the property to ensure correct building operations, energy conservation, safety and cleanliness is upheld
• Manage of Preventive and Planned Maintenance programme to minimise maintenance, repair, risk of equipment failure and replacement costs
• 24/7 emergency call support and site attendance
• Recommend continuous quality improvement practices and implement Best Practice operations
• Ensure all Critical Environment (CEM) requirements are met (secondary)
• Ensure all Reactive Maintenance is completed as per the agreed timeframes, and the relevant communication are first broadcasted to the general population or stakeholders, whichever is the standard operating procedure
• Review existing operations/dashboard regularly to reduce costs and improve operational standards
• Manage space planning and optimization including office layouts, workspace configuration, and renovation projects to support evolving business needs and hybrid work models, ensuring quality delivery within budget and timeline parameters
• Wherever possible to consider and apply sustainability practices in the course of our work 

• Risk Management

• Ensure full compliance with JLL and customer regulations and policies, and all local statutory and governmental regulations and legislations
• Ensure FM-related risk management program including audits are implemented and maintained
• Ensure disaster recovering and business continuity plans are implemented and maintained
• Ensure escalation procedures and incident reporting procedures are implemented and in place
• Assist in the development of guidelines and strategies to ensure compliance with Jones Lang LaSalle’s business conduct

• People Management

• Ensure high staff morale, trust and work ethics
• Build and maintain an environment that supports teamwork, co-operation and performance excellence within team
• Mentor and enable Training & Development of team members
• Co-ordinate with the Account Manager on the implementation of FM Procedures and train FM staff
• Conduct regular 1:1 to assess staff performance, provide encouragement and guidance as well as to counsel where needed
• Set SMART goals for their team and ensure regular review discussions

• Client/Stakeholder Management 

• Proactively engage stakeholders to ensure that on client’s expectations are met though high levels of customer service
• Build and develop effective client / stakeholder relationships across multiple levels of the organisation
• On-site key point of contact for Facilities in the client’s premises
• Provide a cooperative and collaborative environment with business and customers, ensuring  high levels of engagement
• Experience managing multinational corporate office environments with understanding of diverse stakeholder needs and cultural considerationsely understand the customers/ employees needs and act on them before being requested

• Procurement & Vendor Management

• Ensure vendors are well-managed and with courtesy and respect, and that they delivering services on time and within budget
• Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as Jones Lang LaSalle best practice
• Develop and maintain a co-operative and collaborative partnership with the vendors

• Contracts Management

• Plan and manage all contracts to ensure that they are professionally delivered at the right costs
• Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed
• Ensure contracts are continually assessed to deliver best value to the client

• Finance Management

• Actively work to ensure that the site’s financial operations are meeting or exceeding targets and control requirements including the Jones Lang LaSalle Code of Ethics
• Ensure financial processes are followed at all times
• Assist with the preparations of strategic plans, budgets, and client reports, including financial reconciliation for service contract accounts.

• Health, Safety & Environmental Management 

• Ensure the provision of a safe working environment
• Ensure compliance with statutory regulations on fire, health, safety and environmental standards

9     Profitability and Savings Initiative

• Develop initiatives and strategies that lead to cost savings and service improvement 

Ideal Experience

• Min. Bachelor’s degree in facilities management, building, business or other related field &/or  5-7 years experience in facilities, property management, hospitality and leadership roles managing teams/operations
• Has experience working in MNC company
• Excellent people skills and ability to interact with a wide range of client staff and demands
• Demonstrated experience with tendering and service improvement initiatives required
• Knowledge of local occupational health and safety requirements
• Knowledge of critical facilities
• Knowledge of vendor management for specialized services
• Has an understanding of basic technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system)
• Proven capacity to understand and interpret commercial contracts
• Strong budget management and financial analysis skills
• Strong PC literacy and proven ability to manage daily activities using various systems.
• Demonstrated experience with continuous improvement initiatives 
• Demonstrated experience with client reporting and preparation of reports

Critical Competencies for Success

• Client Focus & Relationship Management

• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• Ability to interact with a wide range of client staff, including senior levels
• Ability to manage conflict and balance between client and firm requirements
• Has a customer service oriented attitude

• Team Leadership

• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

• Project Management & Organizational Skills

• Excellent planning & organizational skills to prioritize work and meet tight deadlines
• Proven ability to manage multiple and complex operational matters on a daily basis

• Problem Solving & Strategic Thinking

• Capacity to deal with ambiguity and solve complex problems effectively 
• Analytical, proven ability to solve problems using a quantitative approach
• Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

• Strong communicator – Good presentation skills and possesses strong verbal & written communication skills (English & local language),  also an active listener
• Passion for quality – has an eye for detail to make sure the best delivery of services
• Self-motivated; confident & energetic
• Ability to work across multiple, matrix reporting environments and priorities activities accordingly
• Ability to effectively deal with stressful situations
• Flexible – able to adapt to rapidly changing situations
• Strongly goal-oriented – able to focus on meeting all performance targets
• Is a team player – able to cooperate and work well with others to meet targets
• Proven ability to initiate and follow through with improvement initiatives
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Willing to travel

Location:

On-site –Ho Chi Minh City, Vietnam

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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