Director – Property & Asset Management

Jones Lang LaSalle Incorporated
Director – Property & Asset Management page is loaded Director – Property & Asset Management Apply remote type Hybrid locations London, GBR time type Full time posted on Posted 30+ Days Ago job requisition id REQ305476 JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Overview This Director level role will lead on the delivery of property management services across AVIVA INVESTORS’ London office portfolio. Alongside an exciting programme of office developments and major refurbishments, the assets under management consist of a range of offices in various locations across Central and Greater London. Working within a team dedicated to JLL’s Aviva mandate, you will be based out of JLL’s Water Street Offices in Canary Wharf. To best fulfil the client’s requirements, the role will involve working flexibly from JLL’s City and West End offices, from the client’s offices in the City, and from home if desired. JLL Property and Asset Management (PAM) are instructed by Aviva to deliver all aspects of facilities and property management, customer experience (CX), ESG, and client financial management. The JLL PAM team also work closely with colleagues across the JLL business to achieve Aviva Investors’ vision and to support the delivery of their ambitious investment and development programme.

Objective of Role The overall objective of the role will be to ensure that the operational management of the office sector meets and then exceeds the expectations of Aviva Investors and their occupiers, our ‘customers.’ This will be through a mix of direct delivery and leadership of a dedicated team of JLL staff and service partners. The successful candidate will be expected to operate with a high-level of autonomy, and with the attention to detail and tenacity required to ensure the exemplary operation of the office portfolio. At the heart of the role will be need to drive property management performance and to deliver innovation within the operational office portfolio. A key aspect will also be to oversee and support the transition of assets under development into occupational use.

Team Structure Joining the Aviva Investors dedicated delivery team, the Office Sector Lead will report to the Contract Director, who has overall responsibility for property management delivery across Aviva Investors’ London portfolio; and will also take direction from the Head of Aviva Investors for PAM, who has responsibility for all PAM business lines and a team of circa 100 JLL colleagues. You will work closely with, and be supported by, the Aviva FM Workplace Director and the wider JLL Aviva senior management team (with dedicated leads in Finance, CX, ESG, Building Consultancy). You will be directly responsible for a team of surveyors and property managers.

Office Sector – Key Responsibilities and Deliverables Operations

• Responsibility for the operational performance of the office sector property management team and for pastoral care in respect of your direct reports and the wider office team
• Managing the liaison between Surveying, Accounts and FM teams to ensure excellent outcomes
• Preparation of an annual business plan for the office sector, reviewed on a six-monthly basis
• Presenting sector specific updates on best practice, innovation etc to AI asset and investment management teams
• Direct management of assets and key issues as required
• Using transferrable commercial, business and communication skills to make considered and clear recommendations to the client on complex issues
• Act as a point of escalation for issues within the office sector; be the client and customer ambassador for the sector, aligning its behaviours and culture with the ambitions and values of Aviva Investors and JLL
• Undertake quarterly performance reviews; prepare quarterly reports to assess previous quarter’s performance and create an action plan for the next quarter’s key activities to drive performance improvement
• Develop meaningful business relationships with building occupiers to better understand their needs; use customer feedback to provide a market leading standard of service delivery
• In collaboration with the Aviva ESG Lead, ensure the ESG/Sustainability agenda is delivered in line with Aviva Investors strategic ambitions, as well as those of JLLs
• Working with the FM Lead, ensure the site operations are delivered to an exemplary level, ensuring all third-party services are set at the required level and that a high level of quality is delivered.
• Working with the CX Lead, oversee the development and delivery of a sector wide customer experience strategy to achieve a market leading reputation, ensuring the PM team adopt a customer centric approach to operational management
• Drive collaboration and work effectively with client peers and colleagues across the portfolio
• Carry out regular property inspections to ensure quality of service delivery
• Manage all stakeholders’ expectations, developing trust and mutual respect in all forms of communication and action, working to ensure clients business goals and initiatives are fulfilled
• Drive relationships with local community stakeholders across the cluster, including councils and organisations
• Identify any asset management or value add opportunities

Design for Management (DFM) / Mobilisation/Soft Landings

Working closely with Facilities Management and Design for Management colleagues, co-ordinating the transition from office development to operational use and occupation. This will involve oversight of professional colleagues along with elements of direct delivery:

• Co-ordinating the review of property development plans to ensure the efficacy of the operation and maintenance of landlord retained parts, plant and equipment
• Development and tracking of detailed mobilisation plans, issuing progress reports, and highlighting risks and issues as required
• Tracking the progress and quality of installations & commissioning activities being performed by various disciplines/trades
• Provide support from a soft landings and operational perspective on the approach of the development to PC
• Mobilising properties to meet standards of operational excellence and providing a smooth “onboarding” experience for occupiers
• Attending preliminary and relevant ‘stage’ meetings during the development phase or fit out project
• Appointment of service partners and arranging training on base-build systems
• Appointment of JLL resource (PM)
• Development of property specific procedural documents (e.g. Occupier Handbook, Welcome packs, Contractor Site Induction pack)
• Demonstrating commercial awareness, development of a detailed service charge for BAU operations prior to property PC
• Management of the occupier “landing” experience, including early engagement in the occupier fit-out programme, attending regular fit-out progress meetings, and taking ownership of query resolution
• Management of the agreed snagging/defects list post-PC
• Management of a robust change process in accordance with the License to Alter (LTA) process. Support the occupier licence to alter request process to ensure there is no conflict with the base-build or existing systems
• Liaison with JLL’s inhouse Design for Management team for wider support or engagement where further expertise is required

Required Qualifications, Skills and Experience

• Commercially astute, with experience of managing high quality office assets
• People leadership and emotional intelligence; demonstrated evidence of leading multi-disciplinary, high-performing teams
• Capable decision maker with a can-do attitude, who takes ownership and solves problem
• Knowledge and experience of property mobilisation, ideally with previous experience managing premium assets
• Risk management – demonstrate evidence of operating within a regulated environment creating appropriate controls and effectively managing risk
• A sound understanding of the property, facilities, and estate management sector. Demonstrable expertise in Landlord and Occupier, Asset Management, Leasing and Property Management
• Ability to handle a complex and varied workload, and challenging situations
• Property and surveying knowledge including legislation relating to property management, principles of lease structure and service charge management
• Good influencing and change management skills
• Highly motivated self -starter, driven to achieve results
• Approachable, empathetic, diplomatic and a good listener
• Good networking and stakeholder management skills

Location:

Hybrid -London, GBR 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!

About JLL –

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company . click apply for full job details