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.

Overall Role
The Account Manager is accountable for developing and implementing an account business plan which will delight our clients and ensure a healthy long-term relationship. The Account Manager anticipates client needs and delivers to outperform on the key performance indicators within the contract and builds financial plans while striving to exceed revenue and profitability. The Account Manager creates and manages high performing teams which not only delivers operational excellence but keeps employees engaged and thriving, and in conjunction with the Work Dynamics leadership team, understands the firm's strategy and goals and can translate those into business opportunities.
Duties & Responsibilities
1. Site Operations Management
Responsible for all site operations with team managers
Develop a deep understanding of contract key performance indicators (KPIs) and reporting requirements
Work with technology teams to design effective tracking and reporting tools for KPIs, SLAs, monthly, quarterly and/or annual reports used to track JLL's performance
Analyze data and metric variances, recommend and implement change programs and mitigation strategies aimed at improving performance results
Participate in special projects and/or facilitate ad hoc reporting requests as required
Provide communications management for internal and external account marketing and communications, including online content management
Shape and deploy a process management mentality that is that focuses on leveraging JLL best practices for deployment on the account
Participate in managing the relationship with the Client's Performance Management SME and translate their business objectives into JLL's account business plan when required
Ensure data integrity of all technology and information systems across the portfolio and audit from time to time
Establish and deliver key account initiatives as determined and agreed with the Leadership Team and Client
Drive client initiatives such as savings targets, benchmarking and best practices
Consolidate information and generate reports, communications and documents as required by client
Always set targets and challenges for the team to improve services
2. Client/Stakeholder Management
Develop relationships with key stakeholders in the Client's organization to better understand their needs and requirements
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
Deliver an exceptional quality of service to the Client, as reflected by Client feedback
Understand the client business growth and work with stakeholders to implement growth strategies
3. Finance Management
Ensure budget is prepared with accuracy and financial results are within the KPI requirements
Mitigate risk for the organization by ensuring A/R is maintained below 60 days payable
Look for opportunities to cross-sell services and to reduce cost to our customers' operations
4. People Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Ensure the best qualified candidate is hired for all roles on the account
Thoroughly and critically assess direct reports (and directs' directs)
For every direct report, build actionable and measurable career development plans; engage in consistent conversations regarding progress
Advance the firm's diversity and inclusion priorities by focusing on talent moves, i.e., hiring, rotation and promotion
Provide point-in-time coaching to elevate performance
5. Vendor Management
Assist in the management of all contractors on site to ensure they perform to the required standards (including inspection of vendors' works)
Assist in the procurement of vendors and services as required
Candidate Specification
People Skills
Able to effectively communicate with any level of person in a client organization in both English and Japanese
Able to give coaching and leadership to staff
Able to resolve first-line conflicts regarding customer expectation and delivery
Able to deal with political situations and defuse conflict
Quest for Excellence
Understands great service
Strives to deliver something different
Will not settle for mediocre delivery
Will think in traditional and non-traditional manners
Problem Solving & Strategic Thinking
Ability to connect strategic matters to operational deliverables
Able to articulate solutions and explain them well
Analytical, proven ability to solve problems using an objective approach
Proven ability to employ holistic approaches and look at long-term solutions with the team
Ideal Experience
Minimum 10 years' experience in Facilities Management or Hospitality
Minimum 5 years' experience in people operations and client relationship management
Experience in handling client matters with the ability to escalate or give first-hand advice
Demonstrated experience in balancing the interests of the client with those of the Firm
Experience in translating strategic needs into deliverable programmes
Has handled a P&L and/or understands financial systems
Other Personal Characteristics
Customer service-oriented attitude
Friendly, helpful and willing to go above and beyond to help meet our customer's needs
Able to prioritize effectively
Proactive and positive attitude
Team player
Excellent interpersonal and communication skills, including understanding of the use of confidentiality and diplomacy
Excellent multi-tasking, project management and organizational skills
Ability to work in a fast-paced environment and meet deadlines

Location:

On-site –Tokyo, Japan

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.