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Operations Management Lead
hace 1 semana
About JLL
- As a leading professional services and investment management firm specializing in real estate, we have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. We're committed to our purpose to shape the future of real estate for a better world.
Our core values of teamwork, ethics and excellence are fundamental to everything we do. We create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Job Description:
The Sr. Program Manager, Vendor Service, will report to the Senior Director, Operations Enablement. The primary focus is on client customer service. This role manages and maintains overall site service, performance, processes, and quality standards for services including janitorial, repairs and Maintenance, document destruction, preventative maintenance, solid waste & recycling, and pest control. The role works with vendors to remove barriers to service quality, researches and implements new technologies, and enhances the customer experience. The annual customer satisfaction score is improved by owning active participation in quality assurance programs.
Responsibilities:
- Drive vendor management processes to monitor performance and compliance with client requirements and JLL policies.
- Facilitate vendor review meetings and hold fact-based, diplomatic, and frank discussions with vendors regarding opportunities for improvement.
- Spearhead internal process improvements identified through collaboration with suppliers.
- Leverage data from JLL financial, work order and vendor management systems to develop scorecards integrating reports from surveys, operations data, and other data sources.
- Work with sourcing team to provide data for RFP process.
- Work with and support the FM team with vendor issues, including use of corrigo, invoicing issues, scheduled work, and systems issues.
- Work closely with JLL Legal, Risk and or external counsel to understand and manage risks associated with contracts and ensure compliance with Client and JLL contracting requirements.
- Coach and train other team members, to assist in developing insight and understanding of soft services categories.
Requirements:
- 7+ years in facilities management, vendor management, or customer service roles.
- Excellent track record of supplier process development, improvement and relationship management.
- High level business communications skills with ability to influence stakeholders.
- Keen driver of innovation with peculiar ability to identify benefit opportunities.
- Excellent listening, documentation, communication and influencing skills.
- Superior organizational skills; able to prioritize multiple tasks and meet deadlines.
- Expertise in Cost Analysis, Modeling, MS Excel and PowerPoint.
- University degree or College diploma.
- BOMA training and LEED Green certification is an asset.
- Full communication ability in Spanish and English.
