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.
The Soft Services Manager (SSM) is responsible for managing high standard of operational soft services
across the Royal London Asset Management (RLAM) portfolio. The role ensures consistent, seamless
and efficient standards are maintained, so that customers and their visitors can focus on their core
business.
Purpose
The SSM ensures that the appointed service partners works with the JLL RLAM Property Delivery Team
as a cohesive unit, reflecting RLAM’s vision, ambition and optimising service. The role requires effective
management of these partners to deliver services within the agreed scope and budget, in accordance
with contractual obligations, SLAs and key performance indicators. The SSM will collaborate with all
members of the JLL & RLAM teams
Responsibilities
Service Partner & Performance Management
- Develop and implement operational best practices and improvement initiatives.
- Effectively manage the allocated service partners and their contract performance, including
managing key relationships, monitoring contract administration, and driving operational
improvements; ensuring work output is in line with contractual obligations.
- Meet regularly with core service partners and ensure Key Performance Indicators (KPIs), Service
Level Agreements (SLAs) and reports are completed promptly and accurately.
- Ensure all contracts are maintained within the agreed budget and seek alternative ways to
improve customer service and reduce expenditure.
- Work with RLAM Cost Manager to target efficiency initiatives in supplier service.
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Strategic Leadership & Innovation
- Foster and develop relationship between the Property Delivery team, service partners, JLL /
RLAM Procurement, RLAM CX Strategy Director and stakeholders to create unified customer
experience.
- Serving as a strategic partner to the wider JLL and RLAM teams on all matters related to soft
services excellence.
- Working with the RLAM CX Strategy Director to developing and executing customer experience
program capabilities for soft services.
- Seeking innovation initiatives and driving technology adoption through the supply chain.
- To enhance the capability of existing buildings technology, contributing where required to the
supplier scoping for utilisation of new SMART building technology platforms, and data analysis.
Ensuring RLAM’s suppliers operational activity supports optimum performance, is closely
managed and reported in accordance with building accreditations such as Nabers.
Operational Excellence & Compliance
- Ensure supplier adherence to building regulations, statutory obligations, legislative compliance,
and best working practice are delivered.
- Implementing and overseeing a detailed quality assurance framework, including regular audits
and assessments.
- Lead in environmental soft service management of supplier service partners. Working with JLL
RLAM ESG team to support supplier scoping, services and contracts to support agreed RLAM
RPI strategy and reporting outputs.
- Soft land newly completed buildings into operations after they have achieved practical
completion.
- Ensure that any one-off and non-contractual operational tasks fulfilled to high specification within
a dedicated timeframe, to include out of hours services for customer events and special projects.
Qualifications
- Preferably equivalent to a minimum of 10 years’ experience in Soft Services management level.
- Membership of IWFM or AssocRICS and or IOSH
- National General Certificate in Occupational Safety and Health – accredited by NEBOSH
- Proven track record of problem solving
- Ability to communicate technical subjects to non-technical customers and team members
- Ability to produce service line specific reports
Adept at managing the change process to a diverse group, promoting best practice and strategic advice
where appropriat
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. 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.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
