Regional Quality Program Manager
JLL - New York, NY
Position Summary:
Newly created leadership opportunity for an experienced professional with strong facilities, vendor management and data analytics to join JLL on a premier financial client.
OVERVIEW
The Service Quality Program ensures that all services and associated activities are performed to meet our client’s expectation and in accordance with JLL’s contractual requirements. Service Quality begins with understanding of our client’s culture and driving that culture across our FM teams and down to our service providers. Our client is looking for “Five Star: Raise the Bar” service through five client workstream components: Service Quality training, property monitoring and inspection, financial/service quality incentives, procedural process enhancements and leveraging existing technology.
The program’s foundation reflects JLL’s values, Six Customer Experience Behaviors and LEARN framework creating an all-inclusive IFM Hospitality-focused service.
SUMMARY
Ideal candidate will have significant involvement in business systems tied to work order data, facility statistics, relevant financial data and must have solid data analysis and research skills. Strong experience extracting, tracking and organizing data from various databases for metrics, reports, etc. Ability to understand and present technical results with tangible evidence of root cause for deviation, formulate a course correction, build process improvement and train to it. Must interface with all client levels, provide forward thinking / innovation to the Client portfolio utilizing Best in Class program enhancements/process improvements. Conduct in place work order analytics and interpret on-account financial data.
ESSENTIAL FUNCTIONS
- Service Quality Program Manager will work across all Client locations and lay ground work for platform across all client services.
- Strategic governance / leadership for all service providers with a primary focus for all services that impact or influence client’s Service Quality.
- Increase focus on platform development, Service Quality Program rollout and sustainability.
- Drive on-account employee/site team recognition for Service Quality Program results.
- Increase focus on client expectation, supplier performance management, risk mitigation and cost effectiveness.
- Responsible for monitoring and measuring service provider quality performance.
- Conduct site surveys/inspections 3-4 days a week and provide analytical report on results.
- Interface routinely with on-site FM teams and service providers driving performance improvement.
- Develop training material and train service provider’s management teams.
- Partner continuously with FM and Sourcing teams to remediate non-performance issues.
- Liaison with Sourcing on Pre/Post RFP initiatives to leverage contract reporting and compliance accountability.
- Partner with FM teams on new client requests and escalate potential above-baseline spend.
- Compilation of quantitative data and information from various account based systems such as work order reporting, financial reporting, benchmark reports, forecasting reports, annual budgeting, compliance reports, L&D reports and other ad hoc reports.
- Analyze key performance data to determine trends and generate client reports.
- Prepares formal client ready documents including reports and presentations.
- Manage Service Quality Program analytics; administration and tracking of Service Quality Program to US FM staff and FM Vendor base.
- Prepare and distribute Service Quality Program property IFM Platform monthly reports. Ensure that report is completed timely and distributed appropriately.
- Identify potential areas of process improvement at the on-site FM team and/or vendor level and collect all necessary information to present the initiative to key stakeholders.
- Track Service Quality Program accomplishments for year-end performance results.
- Special Projects as needed.
EXPERIENCE
- 10+ years of relevant experience in facilities, strategic sourcing and/or vendor management, highly desired.
- Soft services, operations and hospitality experience, a plus.
- Train the trainer experience.
- Experience in pulling from web-based databases, organization, and analytics of data.
KNOWLEDGE, SKILLS, AND ABILITIES
- Strong documentation control, analytical skills and attention to detail
- Proven ability to communicate effectively and obtain buy-in with internal customers
- Ability to work with multiple cross-functional teams and a variety of stakeholders
- Ability to multi-task, manage time effectively, and establish priorities to meet deadlines in a fast paced team environment.
- Advanced skillset of SharePoint and Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access).
Start a lasting career with JLL today!
Total Rewards reflects JLL’s investment in employees’ needs and preferences in Career, Recognition, Well-being, Benefits and Pay. We offer a competitive salary and benefits package. To be considered, please visit our Web site at www.us.am.joneslanglasalle.com/UnitedStates/EN-US/Pages/Careers.aspx to apply online. All resumes MUST BE submitted via our web site. Please reference Job 54647BR
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Posted: 30+ days ago
