Staying at the forefront of operational excellence
As a Group Account Manager, you would provide comprehensive facility, contract and procurement management with a focus on continuous improvement. We look to you to achieve financial and other KPIs established by the Client contract and delivery of services in accordance with the JLL Management Agreement. This role requires you to be a team player and work with other members of the business lines to meet all key performance indicators required from each Transition.
Putting clients firstalways
Client satisfaction is second nature to us, that's why you'll make sure that we build and maintain good working relationships with our stakeholders. You'll be the single point of contact for our local and regional service delivery. As such, you must develop deep understanding of the clients key business drivers influencing their decision-making process and how such decisions relate to their requirements for our services. You'll also see to it that our clients outsourcing needs and our own objectives for the account are perfectly in sync. Apart from these, you'll also be at the forefront of account operations, taking charge of all the resourcesincluding technology, manpower and standard operating proceduresneeded to run the operations smoothly and seamlessly.
Becoming a trustworthy authority
Do you have what it takes to be a governance champion If so, you are perfect for this role! Particularly, you must ensure all parties uphold their duties stated in the contract. You're also the one managing the governance process for the account. As such, you'll rally the team toward achieving the agreed key performance indicators, service levels and other compliance measures. Lead the team to roll out change control process effectively is also another challenge you need to take on. You will also ensure all functional specialist leads (SMEs/ Work stream Leads) participate during the Transition and Optimisation and provide required information for the success of the transition process.
Devising win-win solutions for all parties
You'll be a steward to our clients, looking after their financial interests by developing property budgets and forecasts based on their finance calendar. You'll play a pivotal role in helping our clients achieve their financial goalsbe they revenue, expenses, debtor or growth targets. As you tend to our clients best interests, so should you represent ours by being on the lookout for opportunities to cross-sell our other services. Collecting fees from clients and tracking outstanding payments also fall on your shoulders.
Driving team success
Apart from the technical aspects of the role, you'll also create a culture of collaboration, positive learning and teamwork. You'll identify your team's strengths and improvement areas, leading them to excellence through coaching, feedback and recognition. You'll be the heart of the team, resolving conflicts among members and ensuring that respect for individual differences always prevails. Most important, you'll lay the groundwork for the future, ensuring we have the next generation ready to move up (or across) and fill roles at the company.
Seasoned expert
You have at least five years experience in facilities account management under your belt. Likewise, you are a pro at handling complex account structures and client sensitivities. You are also an ace on the technical and financial know-how of running a service delivery team.
Critical thinker
Does problem solving come naturally to you In this role, you will need to come up with strategies in applying holistic approaches and long-term solutions for complex problems. You'll also need excellent organisational skills to prioritise work and meet tight deadlines.
Compassionate leader
Teamwork is a vital aspect of our brand, and we'll expect you to value this as well. You'll be the team's anchor in difficult days and their proud leader in times of success. Most important, you'll lead by example, and promote open, constructive and collaborative relationships at all levels.
Key Responsibilities:
- Account Management: Foster and maintain strong relationships with key clients, understanding their business objectives and acting as a trusted advisor. Regularly engage with clients to identify their evolving needs and challenges.
- Strategic Planning: Develop and execute strategic account plans to achieve revenue targets and drive long-term account growth. Collaborate with internal teams to align solutions with client objectives, ensuring client satisfaction and retention.
- Business Development: Identify new business opportunities within the client portfolio and industry, leveraging industry knowledge and market trends. Proactively present relevant products, services, and solutions to clients, driving revenue growth.
- Collaboration: Coordinate cross-functional teams and resources to deliver exceptional client experiences. Collaborate with internal stakeholders, such as sales, marketing, operations, and finance, to ensure seamless execution and alignment with client expectations.
- Risk Assessment and Mitigation: Identify potential risks and challenges within the account portfolio, taking proactive measures to mitigate them. Monitor market trends, competitor activities, and industry developments to anticipate opportunities and challenges.
- Financial Management: Manage revenue forecasts, budgets, and billing processes for assigned client accounts. Ensure accurate and timely invoicing, monitor account profitability, and identify areas for cost optimization and revenue enhancement.
- Reporting and Analysis: Generate regular reports and analyze key metrics to track account performance, identify trends, and provide insights to clients and internal stakeholders. Utilize data and analytics to drive strategic decision-making and process improvements.
- Customer Service Excellence: Ensure high levels of customer satisfaction by acting as a reliable point of contact for clients, promptly addressing queries, concerns, and escalations. Advocate for client needs within the organization, driving continuous improvement in service delivery.
Qualifications and Skills:
- Bachelor's degree in business administration, marketing, or a related field (MBA preferred).
- Proven experience in key account management, strategic planning, and business development.
- Excellent communication, negotiation, and presentation skills.
- Strong analytical and problem-solving abilities, with the ability to think strategically.
- Ability to build and maintain strong relationships with clients and internal stakeholders.
- Knowledge of the commercial real estate industry and related services (preferred).
As a Group Account Manager, you will play a pivotal role in driving client satisfaction, revenue growth, and long-term partnerships. Your ability to understand client needs, provide strategic guidance, and deliver exceptional customer service will be key to your success in this role
