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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.
General Manager
Reporting into:
Senior Facilities Manager (SFM), but will in many circumstances work closely with and take direction from OPLM.
Direct Reports:
- Head of Engineering
- Head of Operations
Division:
Property Management
The Asset
In 2019, the development of 20/22 Ropemaker Street in the City of London commenced with practical completion expected in Autumn 2023. The development comprises approximately 425,000 sq ft of grade A office, retail, and SME space and is arranged over 27 storeys. This BREEAM ‘outstanding’ development will create a sustainable workspace of the highest standard, including a stepped form that will create a series of extensive roof terraces to provide the occupiers with access to outside areas.
Approximately 300,000 sq. ft of this development has been pre-let to Linklaters LLP as their new global headquarters.
Linklaters will commence their fit out in April 2024. A very close working relationship with the Ropemaker Management Team and Linklaters is essential, and there are specific management protocols agreed with Linklaters.
The self-contained SME area (comprising 5 units) will be the responsibility of the General Manager (GM) and the Ropemaker Management Team to operate.
The building is designed to target BREEAM Outstanding and WELL Platinum certifications. The development manager is CO RE, the main contractor is Skanska, and the architect is MAKE.
At completion, it is currently anticipated that the 22 Ropemaker Management Team will comprise four core team with outline plans showing that two additional roles may well be added to the Team later.
What this job involves:
JLL is appointed as Property Manager by the building owner, Great Elm Assets Limited (Client), by way of a Property Management Agreement (PMA), and they report directly to the owner’s asset management advisor, Old Park Lane Management Limited (OPLM).
The GM will work with the JLL Property & Asset Management Team (JLL PAM Team) to ensure the JLL PMA scope is delivered to the highest possible standard.
The GM role will be based at the building and will have key responsibility for the delivery of all landlord operations to ensure that these services accord with the best practice standards as defined.
The GM will be JLL’s and the building owners’ ‘ambassador’ and must maintain and promote the property’s service delivery and position in the locality as best in class for occupiers to work in. In addition to working alongside the JLL PAM Team, the GM will have a close working relationship with OPLM’s Head of Property Management, as well as senior representatives of the building tenants.
Team Structure
Reporting to the JLL SFM, the GM has line management responsibilities for senior members of the on-site and account-specific Ropemaker FM team (as identified in the paragraph below). The GM will also be invited to work in several “virtual teams” with the client-focused teams of JLL PAM (although it is accepted that the GM’s primary role is to execute the core responsibilities and deliverables outlined in this job description, and these will always take precedence over any ‘virtual team’ role).
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As mentioned above, it is currently anticipated that at completion of the development, the 22 Ropemaker Management Team will comprise four core team (including the GM) with outline plans showing that two additional roles may well be added to the Team later. The Head of Engineering and Head of Operations will report directly to the GM.
What your day-to-day would look like:
Client Service
- To understand the Client’s objective and instructions in relation to the property.
- To assist in Client reporting concerning all on-site rational issues and customer relations.
- Act as lead for the Client in all matters relating to the operation at the property to establish and enhance brand image.
Customer Experience
- Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community.
- Regularly meet with the occupier representatives to fully understand their wants and needs within the property.
- Manage the on-site service partner teams to ensure optimal customer satisfaction and minimize downtime when service interruption occurs.
- Liaise with the Client to undertake periodic customer feedback sessions and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction.
Operations Management
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Working with the JLL Design for Management Team, take a lead role in the mobilization of the building from construction to operational, i.e., undertaking all mobilization tasks from before completion to a ‘business as usual’ state (in accordance with the JLL Mobilization Plan and Budget, which will be agreed from time to time with OPLM).
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Build, lead, develop, and inspire the on-site 22 Ropemaker Management Team (both directly employed and sub-contracted) to deliver high standards of service at the property.
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Working with the JLL PAM Team, ensure the JLL PMA scope is delivered, and all SLAs and KPIs are met such that service excellence is delivered throughout all areas of on-site operations.
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To be responsible for the implementation of agreed best practice in accordance with the JLL PMA and JLL’s Facilities Management Best Practice policies in the following areas: service charge financial management, information/communications, procurement, operations, repair & maintenance, social & environmental responsible management, customer experience, and human resources (training and development) ensuring:
- Standard systems and procedures
- Customer service delivery
- Standard systems and procedures
- Standard documents and templates
- Audit and inspection
- Reduction of risk
- Consistent high standards of service delivery (and their measurement)
- Improved reporting to clients
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Inform the JLL PAM Team and Client of any occupier matters that may influence valuation/investment considerations, including assistance in monitoring occupiers’ compliance with covenants.
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In conjunction with the JLL PAM Team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting, and service charge reconciliation, is delivered to JLL accounting practices. To include the administration of non-recoverable budgets.
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To understand the principal terms of occupier leases as they affect the property management of the building and the Client’s obligations to provide services, including clarity on the extent of the common areas.
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Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s PMA and JLL’s procurement policy to ensure the highest standards for the best value.
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Ensure high-quality health and safety practices are maintained, in accordance with best practice guidelines from central support under the JLL’s risk management programme and the RFM.
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Ensure all aspects of the JLL PMA, Client’s ESG requirements, and JLL’s ‘Socially Responsible Management’ programme are implemented in relation to environmental & sustainability policies.
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Be familiar with all heating, ventilating, mechanical, and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment. Ensure maintenance contracts in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees.
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Where required, work with appointed professional consultants, Building Surveyors/Architects/Designers consultants, as well as MEP, VT, and Energy consultants.
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Role Requirements
- Excellent customer service skills and a track record of implementing successful customer-oriented activities.
- Strong management experience gained within a high-profile Grade A commercial office environment.
- Able to collaborate and partner where appropriate with the key stakeholders to deliver a high-class environment reflective of the asset.
- Able to represent the Client’s and OPLM’s, Great Elm Assets Limited’s interests at meetings, events, and within the Central London community.
- Able to demonstrate a strong understanding of building design and base build management.
- A proven track record in managing and motivating on-site operational management teams.
- Experience of managing service charge budgets and major CAPEX projects.
- Strong commercial acumen.
- Strong commercial acumen and understanding of service charge management.
- Strong leadership skills to build a team, effectively manage, and motivate the team to achieve a high level of performance and to exceed targets.
- Accountable and resilient.
- Ability to work under pressure.
- Demonstrate ability to support change-related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently.
- Ability to communicate at the boardroom level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk, and awareness of desired business objectives.
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Location:
On-site – London, GBR
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