Work Dynamics

What this Job Involves

The India Operations Director (OD) is responsible for managing a team of professionals performing a support and control function related to the property portfolio of a Financial Services industry Client in the India subregion of APAC.  In addition, the OD is responsible for ensuring consistency in processes, systems and reporting related to the support and control function.  The OD will build a strong & sustainable relationship within the Client’s organisation, requiring innovative ways of thinking and working, adapting a operating structure and constantly upskilling the team as necessary to enable the Client’s workplace experience.

Working Environment

The job is based in Mumbai at the Client’s office.

Supervisory Responsibilities

The OD leads a team of individuals to deliver an integrated multi-disclipined function across the Client’s portfolio in India.  The functional responsibilities include delivering key regional initiatives, finance, procurement, project management, engineering, compliance with contractual obligations and performance management.  The function is to be performed in partnership and in conjunction with a service delivery team performing facilities management, workplace experience, cleaning, preventive maintenance, repair and other property related services.

The OD will have several direct reports as well as some matrix reports and relationships.

The candidate will be an innovative, forward thinking, creative individual with the highest ethical standards.  The candidate must possess strong communication skills, be able to build effective relationships, drive success, be able to influence others to achieve results and provide overall leadership to the team whilst delivering operational excellence.

Essential Functions

The OD ensures operational excellence across the multi-disciplined function, anticipates client needs and delivers to outperform on key performance indicators.  The OD creates and manages high performing staff, keeping staff motivated through active involvement in career progression and related succession planning.

ROLE AND RESPONSIBILITIES

Leadership

• Establishes the vision and strategy of the regional account support and control function and ensures exceptional results
• Understands key business drivers, focusing the team to ensure those priorities are aligned with our services
• Hires, attracts and retains a team of top talented employees; improves team performance through regular coaching and feedback; provides recognition
• Focuses the team on achieving ‘One JLL’ and working well with other account team members in the eyes of the client

Client/Stakeholder Management

• Serves as a point of contact for JLL’s support and control function, including escalation
• Accountable for the monitoring and governance to meet contractual obligations of JLL
• Builds and manages relationships with key stakeholders in the Client’s organization
• Develops and implements business plans which meets client’s and JLL’s objectives for the account
• Develops and maintains a detailed understanding of client’s business and key factors influencing their requirement for our services

Financial Management

• Oversees the achievement of the agreed financial targets for the account
• Oversees the development of the budgets and forecasts in accordance with the financial timetable.
• Meets the agreed growth targets for the account.
• Looks for opportunities for internal collaboration to provide additional services to the client.

Contract Management

• Ensures adherence to the contract requirements and intents
• Responsible for the achievement of key performance indicators, service levels and other measures as contracted, mitigates any CPI / KPI liability

Operations

• Responsible for management oversight of all resources involved in the delivery of services, e.g. recruitment, performance assessment etc.
• Drives operational excellence across all services delivered
• Actively manages the professional development of all direct reports
• Prepares / executes succession plans for all direct reports and key positions in his/her area of responsibiity
• Review and enhance current and future skills to drive productivity, innovation and enable future of work.
• Develops, implements and manages regional initiatives and programs
• Drives client specific initiatives such as savings targets, benchmarking and best practices
• Sources, transfers and implements best practices to the account through bringing outside in
• Establishes consistency and communicates progress in the regular reporting for each country

Personal skills & expertise  

The OD will have demonstrated the following:

• Client Focus
• Results Driven
• Natural Coach
• Drives Growth
• Solutions Oriented
• Firm Knowledgeable

Sound like you? To apply you need to have:

Required Knowledge, Skills and Abilities (KSA)

• Minimum 10 years’ experience in Facilities Management, preferably with strength in Client Account Management as well as an understanding/experience in Engineering, Critical Environment, Finance, Procurement, Project Management and Workplace Experience.
• Has handled complex account structures, either running multiple teams, multi-disciplines, across multiple locations
• Has demonstrated experience in balancing the interests of the client with those of the Firm

Reporting Staff / Manager

• 4-6 direct reports
• Reports to the India Account Executive based in Mumbai