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General Manager - 78 St James, London

We are seeking an exceptional and highly motivated General Manager to lead operations at the prestigious 78 St James's Street, a landmark commercial property nestled in the heart of Westminster, London. This iconic address seamlessly blends historic grandeur with innovative modern workspace, offering a unique environment for its discerning occupants.

78 St James's Street is a "best in class" office building, comprising a Grade II listed building providing approximately 100,000 sq ft of prime multi-tenant workspace. The building boasts an array of state-of-the-art amenities, including a clubhouse-style lounge, comprehensive wellness facilities, a rooftop terrace with panoramic views across Westminster and Green Park, collaborative spaces, and a dual reception experience. Its strategic location offers excellent connectivity, being just a five-minute walk from Green Park Station.

As the General Manager, you will be instrumental in maintaining the property's esteemed reputation, ensuring that all operations and customer services align with the highest standards of excellence in this high-profile commercial setting. You will act as a key ambassador for JLL and the building owners, fostering strong relationships with tenants and promoting 78 St James's position as a premier working destination.

OBJECTIVE OF ROLE

The General Manager (GM) is the primary responsible person for delivering all operations and customer related services to the building and its occupants and through the on-site team will be responsible for ensuring that facilities services accord with the best practice standards as defined. The GM will be JLL’s and the building owners’ ‘Ambassador’ and maintain and promote the property’s position in the locality as best in class for occupiers to work in. The GM will have a close working relationship with senior representatives of the building tenants and the building Owners representatives.

TEAM STRUCTURE

The GM has line management responsibilities for the on-site FM team and will be the representative for specified key client/occupier issues. The GM will work in several “virtual teams” with the client focussed teams of Asset and Property Managers, Surveying Executives and Client Accountants.

KEY RESPONSIBILITIES AND DELIVERABLES

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.

Meet with the occupier representatives to fully understand their wants and needs within the property.

Manage the on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs.

Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent prominent levels of customer satisfaction.

Operations Management

Lead, develop and inspire the on-site FM team (both directly employed and sub-contracted) to deliver high standards of service at the property.

Ensure KPIs are met, and service excellence is delivered throughout all areas of on-site operations.

To be responsible for the implementation of agreed best practice in accordance with 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

Create an ‘ambassadorial’ role with the occupier representatives, the Central Estates Team and in local business groups, Local Authority and community/civic stakeholder meetings including representing the property at local Bid’s meetings and any other relevant association meetings.

Inform the Property Manager of any occupier matters that may influence valuation/investment considerations including assistance in monitoring occupiers’ compliance with covenants.

In conjunction with the Property Management 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.

To understand the principal terms of occupier’s 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.

Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s procurement policy to ensure the highest standards for the best value.

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.

Ensure all aspects of JLL’s ‘Socially Responsible Management’ programme is implemented in relation to environmental & sustainability policies.

Strong knowledge of building systems including but not limited to mechanical, electrical, plant, BMS and all associated life safety systems.  Ensuring appropriate maintenance regimes are in place in accordance with operating guidelines and British and legislative standards Where required, work with building surveyors/architects/consultants on major works.

Key Skills

Excellent customer service skills and a track record of implementing successful customer orientated activities.

Strong management experience gained within a high-profile commercial environment.

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 leadership skills to effectively manage and motivate a 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 board room 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.

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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