Account Lead- North America

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The North Americas Account Lead is a senior leadership role responsible for overseeing and driving the strategic direction, operational excellence, and client satisfaction for a major Integrated Facility Management (IFM) account across North America. This position requires a dynamic leader who can align multiple operational verticals, drive performance, ensure the delivery of exceptional service to the client, and meet or exceed contractual savings commitments through operational efficiency and effectiveness.

Key Responsibilities:

Strategic Leadership and Client Relationship Management:

• Develop and implement long-term strategic plans for the account, aligning with both client objectives and organizational goals
• Serve as the primary point of contact for senior client stakeholders, fostering strong relationships and ensuring client satisfaction
• Identify and pursue opportunities for account growth and expansion of services
• Lead regular strategic reviews with the client, presenting performance metrics, innovations, and continuous improvement initiatives

Operational Excellence, Efficiency, and Performance Management:

• Drive a culture of performance excellence and operational efficiency across all operational verticals
• Establish, monitor, and report on key performance indicators (KPIs) for the account, with a focus on operational effectiveness and cost optimization
• Implement and oversee quality assurance programs to maintain high standards of service delivery while maximizing resource utilization
• Lead continuous improvement initiatives to enhance operational efficiency and effectiveness, resulting in tangible cost savings and performance improvements
• Develop and implement strategies to meet or exceed contractual savings commitments, balancing cost reduction with service quality

Cross-Vertical Alignment and Integration:

• Ensure strategic and tactical alignment across operational verticals, including: a. Transaction Management b. Projects (PDS - Project Development Services) c. Engineering d. Property Management e. Finance
• Foster collaboration and communication between verticals to deliver integrated solutions
• Resolve conflicts and address challenges that arise between different operational areas

Financial Management, Profitability, and Savings Realization:

• Oversee the financial performance of the account, including budgeting, forecasting, and profit/loss management
• Identify and implement cost-saving opportunities across all operational verticals to improve profitability and meet contractual savings targets
• Develop and execute strategies to realize and track savings, ensuring transparency and accurate reporting to both internal stakeholders and the client
• Collaborate with finance teams to create robust savings tracking mechanisms and validate achieved savings against commitments
• Ensure accurate and timely financial reporting to both internal stakeholders and the client, including progress on savings initiatives

Risk Management and Compliance:

• Develop and implement risk management strategies for the account
• Ensure compliance with all relevant regulations, standards, and contractual obligations
• Oversee the development and maintenance of business continuity and disaster recovery plans

Innovation and Technology Implementation:

• Drive the adoption of new technologies and innovative solutions to enhance service delivery, operational efficiency, and cost-effectiveness
• Stay informed about industry trends and best practices, incorporating them into account strategies to improve operational performance and achieve savings targets
• Evaluate and implement automation and process optimization tools to reduce costs and improve service delivery

Team Leadership and Development:

• Lead, mentor, and develop a high-performing team of professionals across all verticals
• Foster a positive and inclusive work environment that promotes employee engagement and retention
• Conduct regular performance reviews and provide ongoing feedback to team members
• Identify and develop talent for succession planning purposes

Stakeholder Management:

• Manage relationships with internal stakeholders, including senior leadership, support functions, and other account teams
• Collaborate with global and regional teams to leverage best practices and ensure consistency in service delivery

Health, Safety, and Sustainability:

• Promote a culture of safety across all operations
• Oversee the implementation of health and safety policies and procedures
• Drive sustainability initiatives in line with client goals and corporate objectives

Reporting and Analytics:

• Oversee the preparation and delivery of comprehensive reports on account performance, including operational, financial, and client satisfaction metrics
• Utilize data analytics to identify trends, opportunities, and areas for improvement in operational efficiency and cost savings
• Develop and maintain dashboards that clearly communicate progress towards operational efficiency goals and contractual savings commitments

Attributes

• Exemplary executive presence - has the gravitas and sophistication to appropriately command the room both internally as a leader and more importantly externally with clients
• Strategic mindset - able to see big picture and future direction of the business, then translate into achievable new business development opportunities
• Financially astute - commercial oriented, strong financial acumen
• Results driven - takes corrective action quickly and decisively when performance falls short and redirection is required; highly collaborative with exceptional integrity
• Obsessed with customer habits and the data derived from those behaviors; keenly aware of trends within the industry
• Commercially astute: quickly recognizes the different levers to pull to drive growth and increase productivity
• Transformational leadership - leads change with energy and resilience to propel the business forward; has the courage to make complex decisions and take calculated risks; adjusts style to accommodate individuals and the various phases of growth
• Operational "heft" -comfort and experience with complex, large, and heavily matrixed organizations

Requirements

• Seasoned leader with 10+ years of Facility Management and Commercial Real Estate executive leadership experience
• Proven capabilities in developing outsourced Integrated Facility Management solutions for global, Fortune 500 companies
• Extensive experience hiring, training, and retaining large teams of talent in a client service environment (preferably outsourced)
• Has proactively managed a large and complex regional budget
• Bachelor's degree with a broad range of business experience; MBA or post-graduate studies preferred

Estimated total compensation for this position:

The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data .

Location:

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

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