Asset Experience Services - Team Leader
 

About the Role

As Team Leader of the Asset Experience Services team within JLL's Royal London Property Delivery operation, you will lead a specialised team of technical and operational specialists who provide essential support services to Asset Experience Managers across Royal London managed assets. This leadership role combines strategic oversight, team management, and operational excellence to enable Asset Experience Managers to deliver best-in-class occupier service while ensuring efficiency, compliance, and consistency across the Royal London portfolio.
 

You will be accountable for team performance, service quality, resource allocation, and continuous improvement initiatives. Working collaboratively with the Property Delivery Lead and Asset Experience Leads, you will ensure seamless integration of central support functions with frontline property operations, fostering a high-performance culture and driving strategic alignment with client objectives.
 

Reporting Structure

Reports to the Property Delivery Lead with close collaborative relationships with Asset Experience Leads across the Royal London portfolio.

Key Responsibilities

Team Leadership & Management

• Provide line management to the Asset Experience Services team, including technical and operational specialists, encompassing performance reviews, development planning, and career progression support.
• Build and maintain a high-performance culture through effective communication, recognition, coaching, and team development initiatives.
• Allocate resources effectively across the portfolio, balancing workload distribution and prioritising support to Asset Experience Managers based on business needs.
• Serve as primary escalation point for complex technical, operational, and service delivery issues requiring senior intervention.
• Monitor team performance metrics and implement improvement actions to ensure consistent service excellence.
• Facilitate regular team meetings to share knowledge, address challenges, promote best practice adoption, and maintain team cohesion.
• Collaborate with senior leadership to drive consistency, identify systemic issues, and escalate matters appropriately to the Property Delivery Lead.

Strategic Service Delivery & Client Management

• Define and implement service standards, processes, and procedures that enable Asset Experience Managers to deliver exceptional client service.
• Act as the interface between the Asset Experience Services and Asset Experience Leads, ensuring alignment of support functions with operational priorities.
• Identify opportunities to enhance service delivery through process optimisation, technology adoption, and innovative support models.
• Maintain clear understanding of Royal London's asset strategy, values, and drivers, ensuring team activities align with client objectives.
• Coordinate with JLL subject matter experts to ensure the team accesses specialist knowledge when required.

Operational Oversight & Quality Assurance

• Oversee the delivery of data management, lease administration, financial support, service charge administration, and transitions support.
• Oversee the delivery of health & safety management, supplier management, works management, ESG support, and compliance activities.
• Ensure accuracy, completeness, and timeliness of all data, reports, and documentation produced by the team.
• Implement quality control processes and conduct regular audits to maintain high standards across all service areas.
• Monitor compliance with RICS standards, health and safety legislation, ISO14001, and other regulatory frameworks.
• Ensure effective knowledge management, documentation, and standard operating procedures are maintained and continuously improved.

Change Management & Innovation

• Lead the implementation of operational changes, new processes, technology platforms, and cultural initiatives within the team.
• Champion continuous improvement, identifying inefficiencies and driving solutions that enhance service delivery.
• Foster a culture of innovation, encouraging team members to propose and test new approaches to common challenges.
• Support the adoption of property management technologies and ensure the team develops competency in relevant systems.

Skills & Qualifications

Technical Knowledge

• Proven experience in property management roles with comprehensive understanding of commercial property operations across diverse asset types.
• Expert knowledge of property management functions including lease administration, service charge management, health & safety compliance, and building operations.
• Strong understanding of RICS standards, regulatory frameworks, health and safety legislation, and ESG requirements.
• Demonstrated experience in team leadership, performance management, and coaching/mentoring of property professionals across varying experience levels.
• Ability to interpret complex technical, legal, and financial information and provide strategic recommendations.
• Proficiency in property management software platforms, Microsoft Office applications, and data analysis tools.
• Knowledge of process improvement methodologies and quality management systems.
• Commercial acumen with ability to balance service quality with financial efficiency.

Personal Attributes

• Inspirational leadership style that motivates high performance and fosters a collaborative, supportive team culture.
• Strong interpersonal and communication skills to effectively manage upward, downward, and peer-to-peer relationships.
• Capability to appropriately delegate responsibilities while empowering team members to develop and excel.
• Proactive approach to anticipating client and team needs and addressing issues before escalation.