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Job Description

EMEA Client Onboarding Experience Team (COET)

Senior Success Leader                          

Location: UK / EMEA - open to locations across EMEA

 

Role:
The senior director’s role is charged with leading global and regional new business transitions, account expansions/renewals, on-account transformations, and account demobilisations, in addition to working closely with the EMEA sales teams to prepare bid / presentation material / responses and to participate in client presentations and yellow pad sessions, as required.  The role of senior director will have line management responsibility and will also, at times when required, provide organizational and strategic support to the EMEA Onboarding Lead, as well as deputising in the absence of the EMEA Onboarding Lead.  The role works collaboratively with our clients, our sales teams, account teams, and other JLL workstreams to provide comprehensive transition and transformation leadership and project management services.  This will cover all aspects of delivery to ensure a smooth client experience with JLL while also expertly managing stakeholder expectations, transition budgets, and workstream scopes..  This role is expected to be responsible for multiple projects at one time and be a strong change leader for large, complex, key client transitions.  The senior director must be a cohesive and collaborative team player, possess insight to andr demonstrable experience of operations and must be able to work with senior business leadership to meet all key performance indicators required by the contract and clients.

 

Key Responsibilities Include:  

Overall leadership and management of global / regional / large / complex client transition and on-account transformation projects and programmes for and on behalf of our clients.  This role encompasses the below responsibilities:

Leadership

• Deputise in EMEA Lead’s absence and support organisational requirements, as required

• Provide organisational and strategic support/counsel to EMEA Lead, as needed

• Direct and matrixed line management responsibilities for team

• Lead large internal team transformation activities to support continuous improvement

• Maintain oversight of all programmes within vertical, ensuring alignment with executuive and account leadership strategy

• Drive vertical alignment and develop vertical-focused plans to deliver sector-leading client experiences

Sales and Solutions Responsibilities

• Support sales solutioning during bid stages

• • Create and develop mobilisation, transition and transformation solutions

  • Oversee the creation of transition and transformation plans

  • Write bid solution material for transition and transformation

• Support sales engagement with clients during bid stages

• • Develop and write transition/transformation presentation material

  • Participate in presentations / yellow pads

• Support sales commercial activities during bid stages

• • Build transition and transformation budgets

  • Review transition/transformation commercial terms

Transition / Transformation Responsibilities

• Lead global / regional programmes for transition and transformation

• Lead regional programmes as part of global transition or transformation

• Lead large, complex global / regional transitions

• Lead regional transformation programsExecute new business, account expansions, and account demobilisations

• Facilitate global / regional client governance meetings

·       Use and develop the global / regional standard transition tools to effectively manage a transition / transformation and to optimise client experience.

• Lead programme plan oversight to ensure alignment with client / JLL expectations.

• Leadership, coordination and collaboration with workstream leads to identify key risks to transition (e.g., HR, sourcing, JLLT, finance, commercial, business technology)

o Ensure effective handover from sales to transition is delivered.

o Ensure all workstream leads actively participate during transition and provide required information timely.

o Ensure the completion of all data templates.

o Clearly define and align transition scope relative to contractual documents, escalating scope differences or change requests appropriately.

o Monitor the progress toward the implementation date and escalate as required to stay on schedule.

o Ensure an effective handover from transition to the account team.

• Ensure effectiveness of agreed upon key protocols for the project (communications, meetings etc.)

o Clarify and communicate project objectives including detailed understanding of client expectations, status of deliverables and success criteria.

o Constantly and proactively communicate to all key stakeholders throughout the transition project.

o Identify all appropriates risks, developing a clear framework to manage RFIs, drive the operational delivery the program, and work with appropriate JLL account, platform, workstream and client resources to develop timely mitigation plans.

• Facilitate transition/transformation- governance and workstream meetings to effectively monitor and manage progress, highlight issues, identify risks and to develop and coordinate all necessary mitigation plans.

• Be explicit the management of program effectiveness with a view to de-risking the program, improving operational and deliverable efficiency through process innovation and refinement, and improving client satisfaction.

• Effectively monitor, manage and report on the transition budgets

 

Key Performance Measures:

• Leadership scope: deliver responsibilities in line with expectations while maintaining clear, prioritized focus on other duties, as needed.

• Sales scope: align to vision for success, ensuring that the onboarding contribution is informed, positively received and meets the needs of the solution teams.

• Transition/transformation scope: Ensure transition/transformation scope is aligned to solution before onset of project, where possible.  Identify/escalate/agree changes to transition scope with relevant delegated authority to remain aligned with agreed schedule and budget.

• Increase efficiency – develop and manage metrics, as appropriate, to demonstrate a continuous improvement approach to process and operational delivery on every project.

• Decrease risk – be intentional in approach to de-risking projects through active management process alignment, improving predictability, reducing rollover tasks, and building confidence with onboarding function to through reliable and dependable delivery of tasks.

• Increase Satisfaction – clear, present and proactive management of relationships, both internal and external, to ensure alignment and to bring all stakeholders along the journey, ensuring equilibrium in understanding, approach and outcomes.

• Transition Budget: Control capitalisation cost of transitions within vertical to ensure  they are within budget.

 

In addition to project management activities, this role will be the lead subject matter expert for change management during the transition:

• Facilitate internal change management activities with cross-functional team members and stakeholders to understand and ensure adoption of the change oneach transition.

• Prepare change management strategies as required:

o Client Readiness, Transformation, Transition, Communication.

 

Skills:

• Leadership Skills:

• • A leader with exceptional communication skills coupled with excellent active listening skills. Ability to clearly articulate messages to a variety of audiences up to and including c-suite. Establish and maintain strong relationships across all levels of organization.

  • Ambiguity – a clear ability to manage uncertainty and provide clarity/perspective to maintain pace while also working towards prioritised outcomes in line with timeline.

  • Strong cultural alignment: unwavering ethical standards; drives excellence and innately collaborative.

  • Strategic in nature, with a strong bias towards transformation and execution.

  • Inspirational Leader, stimulates action with a balanced style of control and influence

  • Operates with a sense of urgency.

  • Decisive – willing to take risks.

• Operations: must have demonstrable FM leadership operations experience with P&L responsibility at an Account Director level

• Influencing and Teamwork: Ability to influence others and move toward a common vision or goal. Able to work effectively across all organisational levels. Must be a team player and able to work collaboratively with and through others.

• Project Management Skills: understands how to deploy techniques and strategies to effectively structure, staff and manage projects and teams, ensuring there is clarity of expectation, timely execution, corrective action when needed, and successful outcomes by meeting all program objectives.

• Analytical Skills: Has a structured approach to problem solving with natural inclination for planning, strategy, and tactics. Understands root cause analysis to drive sustainable change.

• Character: high perseverance, resourcefulness and resilience required to drive and find ways to achieve success.

• Flexible and adaptable; able to work in ambiguous situations. Resilient and tenacious with a propensity to persevere. Forward looking with a holistic approach

 

Experience & Qualifications:

• Bachelor’s degree in business, finance, operations, or related field.

• Operational – 10+ years of demonstrable operational leadership experience with P&L responsibility, continuous improvement and business partnering focus.

• Strategic - comprehensive management and problem-solving skills with the ability to focus both strategically and tactically to achieve firm and client business goals.

• Organisational - distinct skill in managing nuance, detail oriented, and process-driven, with an orientation toward continuous process improvement.

• Analytical - exceptional ability to solve problems independently and collaboratively.

• Agility - comfortable interacting with people across all levels of an organization and being confident to speak from a position of knowledge and experience.

• Ambiguity - ability to manage situations that may appear unclear or that change rapidly.

• .

• Collaborative - ability to ‘read a room’ and work directly with key stakeholders to gather and interpret functional requirements and deliverables.

• Insightful - experience in working with subject matter experts in various service lines and support groups areas to aggregate, collate and synthesise information.

• Influential - building skills with ability to get others onside to deliver results consistently.

• Proactive – self-directed in work habits.

• Multi-skilled – effective in time management to facilitate involvement in multiple projects.

• Leadership – empathetic and brings out the best qualities in others to resolve conflicts.

• Solutions – experience with and ability to flex into sales and solutions to meet the requirements of the business’ strategic and operational aims

• Other duties as required in support of the wider WD business objectives

 

Location:

Remote –Amsterdam, NLD

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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