JLL
Asset Experience Manager – Community Deputy
London
Posted 12 days ago
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About The Role
As Deputy Asset Experience Lead, you provide line management and day-to-day escalation support for your direct reports within your Asset Experience Manager community, working in close partnership with the Lead Asset Experience Manager to ensure seamless operational delivery.
You bring specialised complementary skills and experience to strengthen the community’s overall capability and resilience. Acting as a senior advisor and mentor to less experienced Asset Experience Managers, you will support their professional development while maintaining full accountability for your own portfolio responsibilities.
You will deputise for the Lead Asset Experience Manager during absences and provide senior-level support on complex matters, contributing strategic insight and operational expertise to community decision-making. Your role ensures continuity of leadership and maintains service excellence across all community activities.
Additionally, in your day-to-day role as Asset Experience Manager, you will act as:
- Strategic leader
- Operational expert for complex commercial property portfolios
- Primary client relationship owner
- Overseer of day-to-day property operations, customer relations, and team leadership
Key Responsibilities
Community Support & Development
- Provide line management and day-to-day escalation support for designated direct reports within the community.
- Act as a senior advisor and mentor to less experienced Asset Experience Managers, supporting their professional development and capability building.
- Deputise for the Lead Asset Experience Manager during absences, ensuring continuity of leadership and operational delivery.
- Contribute specialised expertise and complementary skills to strengthen the community’s overall capability and service delivery.
- Assist with knowledge sharing, best practices, and continuous improvement initiatives.
- Participate in community leadership activities while maintaining accountability for portfolio responsibilities.
Strategic Client & Asset Management
- Collaborate with the Royal London asset manager to set strategy, calling on subject-matter experts as required.
- Serve as the main point of contact for Royal London asset managers and lead relationships with professionalism and accountability.
- Identify JLL support opportunities to align with client needs and require revisions/improvements with the JLL client relationship team.
- Maintain clear understanding of client’s asset/portfolio strategies, drivers/values, and articulate these to the wider team.
- Support emergency planning, business continuity, testing, and monitoring with emergency management where required.
Customer Management & Experience
- Serve as the primary point of contact for customer inquiries, concerns, and service requests, ensuring timely responses and positive relationships.
- Proactively identify opportunities to enhance customer experience— amenities, services, and programming.
- Act on customer feedback to create a value-added, engaging environment.
- Work with the RLAM CX Strategy Director to advise Asset Managers on CX implementation opportunities and leverage training where relevant.
- Conduct customer intelligence reporting to the asset management team.
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Financial Management & Service Charges
- Coordinate with JLL Accounts teams on financial accountability, cash flow management, and control of customer/supplier credit.
- Provide senior advice on debt recovery efforts with HR AM / Accounts Receivable support.
- Prepare and manage service charge budgets/reconciliations adhering to RICS Professional Standards and client KPIs.
- Manage supplier payments via Proactis, including purchase orders and invoice approvals.
- Oversee financial trackers like utility recharges, turnover, and commercialisation.
- Address customer and consultant queries/challenges in a timely manner.
Lease & Legal Management
- Liaise with the Data Management team on complex lease queries.
- Provide recommendations to asset managers regarding lease applications (alienations, alterations).
- Ensure lease compliance (perceived breaches, contentious actions) and manage risks.
- Resolve valuation-related customer matters.
- Collaborate with external advisors (legal, building surveyors) as necessary.
- Work with RLAM JLL Central Shared Services to streamline efficiency but own final outputs.
Health & Safety & Compliance Management
- Manage risk actions and statutory compliance, including statutory checks.
- Conduct/arrange monthly and void-related H&S inspections, utilising third-party void security as needed.
- Handle and follow up on accidents and incident reports. -oversee EPERMITS (permit-to-work) systems and support ISO 14001 compliance.
- Coordinate LRQA audits and compliance activities.
- Ensure adherence to health and safety legislation with compliance measures.
ESG & Sustainability
- Support and implement ESG initiatives aligned with client and JLL strategies.
- Ensure awareness of industry/legal obligations related to ESG.
- Contribute to sustainability reporting, compliance, Asset Sustainability Plans, ESG Database, and Risk Assessments.
Supplier & Contract Management
- Lead site-level framework partner meetings to ensure service excellence.
- Manage contract variations and scope changes with:
- Cost Manager
- Soft Services Manager
- Technical Services Manager
- Implement PPM (Planned Preventative Maintenance) projects and statutory/regulatory activities.
- Handle reactive works and fabric maintenance issues.
- Manage quotes and work orders within authority levels.
- Supervise projects/works with risk and method statements.
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Property Operations & Inspections
- Conduct regular inspections to align with client/JLL KPIs, and submit reports via Vision.
- Ensure high standards across managed sites and flag opportunities for improvement.
- Coordinate with central teams on void management maintenance standards.
Transactions & Transitions
- Handle property transitions, due diligence, and support disposals/acquisitions.
- Assist letting agents, solicitors, and third parties with complex queries.
- Lead transition meetings (Collaborate with Transitions team for SCproperties).
- Oversee Readiness for Sale packs (surveying function output).
- Participate in portfolio sales and acquisitions.
Insurance Management
- Manage on-site activities (accident record, CCTV provision).
- Support central insurance departments by reviewing contracts, gathering claims relevant information.
- Adhere to insurer’s requirements and ensure incorrect claims are settled mandatorily.
Technology
- Utilise platforms for quality, efficiency improvement, and stakeholder optimisation (cel example):
- Yardi, Riskwise, Prism, Deepki, Workflow systems (as applicable).
Skills & Qualifications
Technical Knowledge
- Proven experience in line management, performance management, and coaching/mentoring property professionals.
- Ability to lead operational changes, implement NPS/compliance within teams.
- Experience working to consistency, knowledge sharing across diverse teams.
- Strong judgment in assessing complex issues, escalating appropriately.
- Expertise in commercial property management, building systems, maintenance, and facility governance.
- Portfolio administration, risk management, and RICS standards interpretation.
- Compliance governance, health & safety legislation, ESG reporting, and property technology (SaaS) awareness.
Personal Attributes
- Inspires and develops high-performing teams, fostering collaboration.
- Strong communication—managing relationships across upward, downward, and peer levels.
- Empowerment-focused delegation, with empathetic conflict resolution skills.
- Strategic vision, ensuring team/business alignment under shifting priorities.
- Decisive leadership with collaborative collaboration.
- Client intimacy and unified focus on excellence, problem-solving, and operational challenges.
Fields marked bold are critical focus areas or job-specific terms
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Skills
Line Management
Coaching
Property Management
Client Relationship Management
Financial Management
Lease Management
Health and Safety
ESG
Sustainability
Operational Excellence
Strategic Planning
Team Leadership
Customer Experience
Risk Management
Compliance
Contract Management
Location