Global Transition Lead- Portfolio Solutions

Global Transition Lead - Portfolio Solutions

JLL's global Portfolio Solutions business partners with clients across industry sectors to enhance the performance of their real estate portfolios and people. Through a comprehensive global service delivery platform, Portfolio Solutions provides a diverse range of services, strategy and digital solutions that address the entire real estate cycle on a local to global scale for more than 500 clients across 80 countries. JLL is committed to creating, delivering, and managing environments that inspire people to do their best work.

What this job involves:

The Global Transition Lead - Portfolio Solutions is charged with executing new business transitions, account expansions, stabilization, optimization and transformation programs for JLL Portfolio Solutions. The role works collaboratively with the Client, Sales, Commercial, JLL Portfolio Services divisions and other JLL Workstreams to provide comprehensive Client Onboarding services to ensure Client delight. This role is expected to lead multiple Client onboards at one time, both directly and through a team of direct and matrixed employees. The Global Success leader must be a strong change leader for large, key client transitions and a team player and work with other members of the business to meet all key performance indicators required by the contract. Demonstrated experience in managing complex projects to successful outcomes is paramount as is the ability to think strategically, act proactively and with a sense of urgency.

Primary Responsibilities:

Lead point of Accountability for Portfolio Solutions Transitions

• Act as the primary layer of engagement with Client leadership and early onboarded account leadership

• Oversight of the transition plan to ensure it is in-line with agreed upon client expectations

• Coordination of and collaboration with Workstream leads to ensure they are properly invested and accountable to the transition (e.g., HR, Lease Administration, Consulting, Transaction Management/Brokerage, Commercial, Business Technology)

• Ensure all workstream leads actively participate during Transition and provide required information timely

• With the support of an Implementation Manager, clearly define and align transition scope relative to contractual documents, escalating scope differences or change requests appropriately

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

• Ensure an effective handover from Transition to the account team and ensure a clear understanding of roles and responsibilities of the account team as the Stabilization phase is entered

• Ensure accountability for agreed upon key transition, stabilization and optimization protocols throughout the onboarding process (communications, meetings etc.)

• Clarify and communicate onboarding objectives including detailed understanding of client expectations, status of deliverables and success criteria

• Constantly and proactively communicate to all Key Stakeholders throughout the Transition

• Ask probing questions to identify risk and, working with appropriate JLL Account, Platform, Workstream and client resources, develop timely solutions to mitigate that risk

• Lead Transition meetings and facilitate progress, issue and risk identification

• Effectively monitor and manage the transition budget

• Lead stabilization and optimization process after transition

• Create Stabilization and Optimization plans to complete contractual obligations that were unable to be completed during transition and/or detailed in the contract as post Go Live

• Lead the completion of the optimization plan with the on-account team and workstreams

• Lead transition support for sales pursuits

• Create content needed for written responses

• Attend presentations and yellow pad sessions for pursuits

• Attend sales pipeline calls

• Lead process improvement initiatives

• Work with leadership team to identify and lead initiative to bring efficiency and effectiveness to the overall Client onboarding process

Build long term partnerships with Division Presidents, Managing Directors, Account Directors and Leasing Advisory leaders to support the Portfolio Solutions business and resources needing to onboard new client for that service area. May partner with leaders across other service areas in multi service line opportunities.

Work with Consulting and on team Change Managers to facilitate change management activities with cross-functional team members and stakeholders to understand and ensure adoption

• Support the preparation of change management strategies as required

• Client Readiness

• Transformation

• Transition

• Communication

Key Performance Measures

• Transition Scope: Ensure clarification of transition scope before onset of project Identify/escalate changes to agreed transition scope so remains aligned with agreed schedule and budget

• Transition Schedule: Ensure schedule for agreed scope and budget is delivered within time planned

• Transition Budget: Control approach and scope so cost of transition is within agreed transition budget

• Customer Satisfaction: Scores and comments reflect end-user satisfaction, and continuous improvement

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. Establish and maintain strong relationships on all levels of organization

• 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 leadership style of control and influence

• Operates with a sense of urgency

• Decisive - willing to take risks

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

• Project Management Leadership Skills: Knows how to effectively structure, staff and manage projects and teams to insure there is clarity of expectation, timely execution, corrective action when needed and successful outcomes

• Analytical Skills: Has a structured approach to problem solving with a natural inclination for planning strategy and tactics. Drives to fix the ultimate root causes to drive sustainable change

• Character with high perseverance and resourcefulness required to keep driving and finding ways to get the required steps done. Flexible and adaptable; able to work in ambiguous situations. Resilient and tenacious with a propensity to persevere. Forward looking with a holistic approach

Interested? An ideal candidate would need to have the following qualifications:

Required

• Experienced former Account Directors or senior leaders of large accounts that have been successful in onboarding, renewing, or expanding with their former Clients

• Bachelor's degree in business, Finance, Information Technology, or related field

• 10-15 years of experience with continuous improvement and/or business partnering

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

• Strong organizational skills, detail oriented, and process-driven, with an orientation toward continuous process improvement

• Exceptional ability to solve problems and think analytically

• Comfortable interacting with people across all levels of an organization and can field questions during a presentation like a pro (Agile and able to handle changes in direction calmly)

• Ability to work directly with key stakeholders to gather and interpret functional requirements

• Insight and experience in working with subject matter experts in various service lines and support groups areas

• Relationship building skills - able to influence others to generate desired results consistently

• Proactive and self-directed in work habits

• Highly skilled in time management to facilitate involvement in multiple projects

• Leadership qualities such as conflict/issue resolution skills

• Ability to travel 20-30% of time

Preferred

• Account or TM leadership experience preferred

• Change management certified, Prosci or LaMarsh preferred

**This a hybrid role; we are open to any region with proximity to a JLL office