About JLL
- We're JLL—a leading professional services and investment management firm specializing in real estate.
We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions.
As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility.
That's why we're committed to our purpose to shape the future of real estate for a better world.
We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future.
And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
**Job Description**:
Reporting to the Senior Director, Operations Enablement, the Sr Program Manager, Vendor Service, shall have a primary focus on client customer service.
The role will manage and maintain overall site service, performance, processes, and quality standards for services which may include but not limited to janitorial, repairs and Maintenance, document destruction, preventative maintenance, solid waste & recycling, and pest control.
The role shall work with vendors on removing barriers to service quality, researching and implementing new technologies, and significantly enhancing the customer experience.
The role shall improve annual customer satisfaction score by owning the active participation in quality assurance programs.
**Responsibilities**:
Drive vendor management processes to monitor performance and compliance with client requirements and JLL policies
Facilitate vendor review meetings and hold fact-based, diplomatic, and frank discussions with vendors regarding opportunities for improvement
Spearhead internal process improvements identified through collaboration with suppliers
Leverage data from JLL financial, work order and vendor management systems to develop scorecards integrating reports from surveys, operations data, and other data sources
Work with sourcing team to provide data for RFP process.
Work with and support the FM team with vendor issues, including use of corrigo, invoicing issues, scheduled work, and systems issues
Work closely with JLL Legal, Risk and or external counsel to understand and manage risks associated with contracts and ensure compliance with Client and JLL contracting requirements.
Coach and train other team members, to assist in developing insight and understanding of soft services categories
The above-referenced position summary is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities and requirements.
Other duties as reasonably assigned.
**Sound like you?
To apply, you need to be/have**:
Self-motivated, able to perform role with mínimal supervision, taking ownership and demonstrate a sense of urgency while managing multiple priorities in a dynamic environment
7 plus years in facilities management, vendor management, or customer service roles
Excellent track record of supplier process development, improvement and relationship management
High level business communications skills with ability to influence stakeholders
Keen driver of innovation with peculiar ability to identify benefit opportunities
Excellent listening, documentation, communication and influencing skills
Superior organizational skills; able to prioritize multiple tasks and meet deadlines
Expertise in Cost Analysis, Modeling, MS Excel and PowerPoint
University degree or College diploma
BOMA training and LEED Green certification is an asset
Full communication ability in Spanish and English
What you can expect from us
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.