Global Service Quality Lead

hace 2 semanas

San Antonio, Uruguay JLL A tiempo completo

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 91,000 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.
We are looking for a Global Service Quality Lead for our largest Global RE and FM client team
About JLL
We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.
If you’re looking to step up your career, JLL is the perfect professional home. At JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL

**Role Purpose**:
The Global Service Quality Lead is responsible for ensuring a high level of client satisfaction by supporting the development and implementation of global service delivery best practices. Through existing and upcoming key client and JLL initiatives, ensure the output provides globally consistent processes and quality across all operations within FM delivery.

**What this job involves**:
Overall responsible for ensuring all teams are providing service at the top (and required) level for all activities, this will include but is not limited to the following activities:
Recruitment support
Supplier management
Rolling out of consistent best practice
Delivery of projects as they relate to the role
Supporting key on account initiatives - e.g. Building launches
Bringing in and delivering new programs of best practice across the globe.
Oversight and Support for All Operations
Providing of real support (on-site and remote) to all FM operations managed by JLL.
Assisting with issue resolutions
Ensuring role out of consistent operations

Client/Stakeholder Management
Serves as both primary and secondary contact for Jones Lang LaSalle with regards to service quality/delivery, best practices and escalation point as they relate to Hard and Soft Services.
Guide on account JLL team as the regional levels through the requirements of global service delivery to meet the contractual obligations of Jones Lang LaSalle for the Client Account
Manage relationships within the clients Global Real Estate and Facilities teams.
Develop and maintain a detailed understanding of the Client’s business and key factors influencing their requirement for our services

Financial Management
Assist the Global Finance Director with the development of budgets and headcount forecasts.
Be a key player for achievement of the agreed financial targets.
Develop an understanding of the services provided by Jones Lang LaSalle.

Contract Management
Ensure services are delivered in adherence to the contract
Deliver services in line with key performance indicators, service levels/outcomes.
Develop and drive the relationship with key global and regional vendors and FM’s gaining knowledge and driving best practices.
Working with GREF, identify and escalate service delivery deviations out of alignment with contractual obligations and global standards.

Operations
Manage and ensure the quality of delivery for the Client Account.
Use and promote technology systems to support service delivery, and monitor the performance for own demise and provide as detailed the required reporting from the systems
Ensure all standard operating procedures and processes are adhered to
Manage the delivery of all key initiatives and GREF specific programs
Implement and direct all client specific initiatives such as benchmarking and best practices
Follow reporting, standard operating procedures, systems and HR practices in

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