Account Director

JLL empowers you to shape a brighter way.  

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.   

POSITION OVERVIEW

As an Account Director, you will serve as the strategic and operational lead for a key JLL client account, ensuring seamless delivery across the full spectrum of workplace and facilities services. This role combines high-level client relationship management with hands-on operational oversight, requiring a leader who can align business objectives with exceptional workplace and employee experiences. You will oversee integrated facilities management operations including workplace experience services, transport management, events support, food and beverage operations, soft services, and coordination with technical services teams to deliver a safe, efficient, and engaging environment. Acting as the primary liaison between JLL and the client, you will build trusted partnerships, drive operational excellence, and identify opportunities to enhance service delivery, employee engagement, and portfolio performance. At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees — and this role will play a critical part in delivering innovative, people-focused solutions that elevate the workplace experience. What sets JLL apart is our culture of collaboration, locally and across the globe, and you will work across multiple teams and partners to create integrated solutions that deliver measurable impact while fostering environments where people and businesses can thrive.

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 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 for the site
• 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 Experience
  • Transport
  • F&B Services
  • 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 playbooks
• Sponsor the Asset Management Program and Audit Program, allocating resources and ensuring execution
• Drive 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
• Plan and manage all contracts to ensure services are professionally delivered at optimal cost and value

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

Health, Safety, Security & Environment (HSSE) Management

• Ensure the provision of a safe working environment
• 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 Lead 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
• Coordinate disaster recovery planning activities across account functions
• 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 insights, operational analytics, financial trends, and performance reporting
• Ensure reporting standards meet local, regional and global client expectations

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, 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

Required qualifications:

• Bachelor’s degree in facilities management, engineering, hospitality, business administration, or a related field, or equivalent industry experience.
• Extensive experience managing client accounts within commercial  / banking real estate, corporate services, or a related industry.
• 10-15 years of progressive experience in facilities management, workplace experience, hospitality, corporate real estate, or integrated workplace services, including leadership responsibilities.
• Strong operational knowledge across workplace experience services, soft services, transport management, events coordination, reception operations, and food and beverage services.
• Demonstrated ability to manage senior stakeholder relationships and deliver service excellence within KPI- and SLA-driven environments.
• Strong financial and commercial acumen with experience managing budgets, forecasting, vendor contracts, and operational reporting.
• Excellent leadership, communication, and organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Working knowledge of health, safety, environmental, and compliance regulations applicable to facilities and workplace operations.
• Strong understanding of vendor governance models, sourcing strategies, and outsourced service delivery frameworks.
• Ability to identify and implement innovative ways of working that improve operational efficiency, workplace experience, and client satisfaction

Location:

Scheduled Weekly Hours:

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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