Account Mananger

Job description

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.    Account Manager – Facilities & Services Management The Account Manager is responsible for managing comprehensive facilities services delivery, including soft services and Food & Beverage operations, while ensuring seamless coordination with technical service providers. This role serves as the primary client interface for service excellence, contract compliance, governance, and strategic account management. Key Responsibilities Soft Services & F&B Operations Oversee day-to-day delivery of soft services including housekeeping, landscaping, pest control, waste management, and security services. Manage Food & Beverage operations ensuring quality standards, hygiene compliance, menu planning, and guest satisfaction. Monitor service quality through regular audits and client feedback mechanisms. Ensure all services align with contracted SLAs and client expectations. Technical Services Coordination Coordinate with technical service providers for HVAC, electrical, plumbing, fire safety, and building automation systems. Serve as liaison between client operations teams and technical vendors. Facilitate planned preventive maintenance schedules and ensure minimal disruption to business operations. Track completion of technical work orders and ensure quality of execution. KPI Monitoring & Reporting Establish, track, and report on Key Performance Indicators across all service lines. Develop comprehensive dashboards for real-time performance visibility. Analyze trends, identify areas of improvement, and implement corrective action plans. Ensure consistent achievement of contractual performance standards. Monthly Management Reviews (MMR) Prepare and conduct structured Monthly Management Reviews with clients and service delivery teams. Present performance data, highlight achievements, address concerns, and discuss improvement initiatives. Document action items and ensure timely closure of commitments. Quarterly Business Reviews (QBR) Organize and facilitate comprehensive Quarterly Business Reviews with senior stakeholders. Provide strategic insights on service performance, cost optimization opportunities, and value-added initiatives. Present annual trends, benchmark performance, and propose service enhancements. Build and maintain strong executive-level client relationships. Purchase Order (PO) Management Coordinate PO creation, approval workflows, and tracking for all services and materials. Ensure accurate PO values align with contracted rates and approved budgets. Maintain PO registers and provide visibility on committed spend. Manage PO amendments and closures in accordance with procurement policies. Invoice Processing & Management Oversee timely and accurate invoice generation for all services delivered. Verify invoice accuracy against work completed, POs, and contract terms. Coordinate with finance teams to resolve billing queries and ensure prompt payment processing. Maintain comprehensive invoice tracking and aging reports. Annual Maintenance Contract (AMC) Management Manage renewal cycles for all AMCs including technical equipment, soft services, and specialty contracts. Negotiate terms, pricing, and scope with vendors to ensure competitive rates and comprehensive coverage. Ensure timely contract execution to avoid service disruptions. Maintain AMC database with renewal dates, coverage details, and vendor contacts. Escalation Management Serve as primary escalation point for service failures, client complaints, and operational issues. Implement structured escalation protocols ensuring rapid response and resolution. Conduct root cause analysis for recurring issues and implement preventive measures. Maintain escalation logs and communicate resolutions to all stakeholders. t Team Training Design and deliver comprehensive training programs for service delivery teams covering technical skills, safety protocols, client service standards, and soft skills. Conduct regular training needs assessments to identify skill gaps. Organize vendor training sessions and certifications as required. Maintain training records and track competency development. Team Evaluation Conduct regular performance evaluations for direct reports and extended service teams. Establish clear performance objectives aligned with account goals. Provide constructive feedback, coaching, and mentorship to drive individual and team excellence. Implement performance improvement plans where necessary and recognize high performers. Required Qualifications Education: Bachelor's degree in Facilities Management, Business Administration, Hospitality Management, or related field Experience: 7-9 years in facilities management, account management, or integrated services delivery with at least 2 years in a client-facing leadership role Technical Knowledge: Understanding of soft services operations, F&B management, building technical systems, and facility maintenance practices Skills: • Strong relationship managemen