Residential Service Manager

Responsible for: The Residential Service Manager will support the Post Facilities Manager on the day-to-day client activities for the Singapore Residential Portfolio and be the onsite key point of contact for Post staff and client stakeholders in the absence of the Post Facilities Manager. The role will assume overall responsibility for the site’s coordination with internal IFM team, services partners, the helpdesk to meet daily operational needs with regards to the following [not exhaustive] items:

People Management (including vendor management)

• Provide coaching and direction to team to develop and sustain a high quality, well-motivated team; provide oversight and management to the team as a backup for the Post Facilities Manager
• Drive staff morale, trust and work ethic amongst site team by fostering an environment that supports teamwork, cooperation, and performance excellence
• Assist in mentoring and enabling Training and Development of team members
• Manage multiple vendors (including hard and soft skills) to deliver services on time and within budget
• Assist the JLL Procurement Team in the vendor procurement processes in accordance with agreed Commonwealth procurement rules as well as JLL’s procurement best practices
• Achieve Key Performance Indicators and Service Level Agreement targets

Client/Stakeholder Management

• Deliver excellent customer service to meet client’s onsite expectations
• Build and develop effective relationships with the Posts’ key stakeholders and be demonstrate comfort working across all levels
• Monitor procedures to ensure service delivery meets contractual obligations and standards and client expectations

Site Operations Management

• Responsible for full property cycle, MIMO and other relocation activities
• Closely monitors Operations Procedures to ensure service standards are maintained;
• Monitor site policies & procedures on IFM related matter and ensure adherence;

Implement, comply with and audit all internal management systems, for quality assurance;

• Monitor site policies & procedures on IFM related matter and ensure adherence;
• Implement, comply with and audit all internal management systems, for quality assurance
• Implement Industry Best Practice operations
• Seek ways to reduce costs and improve operational standards
• 24/7 emergency call support and site attendance as and when required
• Support the Preventive and Planned Maintenance program to minimize maintenance, repair and replacement costs together with minimizing the risk of failure;

Health and Safety Management

• This role has the responsibility and duty of care to work safely, taking reasonable care to protect their own health and safety and that of fellow workers, contractors and visitors ensuring they comply with the requirements of the health and safety guidelines, policies and rules
• Review contractor Safe Work Method Statements (SWMS) prior to works being undertaken on site

Finance and Commercial Management

• Ensure that the site’s financial operations are meeting targets and control requirements
• Assist and monitor financial processes to ensure account payable procedures are followed at all times
• Ensure that all contracts are professionally delivered at the right cost and in line with the JLL Code of Ethics;
• Monitor expiry of contracts and initiate re-procurement if needed; Continually assess contracts to ensure best value delivered to the client

Risk Management

• Ensure the JLL Operational Risk Management (ORM) program is implemented and maintained
• Support the implementation and monitoring of disaster recovering and business continuity plans
• Follow established escalation procedures and incident reporting procedures
• Adhere to JLL’s business conduct by ensuring compliance with the firm’s guidelines, procedures and strategies

Critical competencies for success include:

• Expertise in property management and demonstrated capacity to work in a complex environment along with the management of remote sites
• Expertise in critical facilities, local occupational health and safety requirements, vendor management for specialized services
• Basic understanding of technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system, Access control systems
• Ability to understand and interpret commercial contracts
• Strong budget management and financial analysis skills
• Planning and organisation skills with ability to prioritize work and meet tight deadlines
• Ability to manage multiple and complex operational matters on a daily basis
• Analytical and demonstrate the capacity to deal with ambiguity