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Job Description – Key Account Manager

Role comprises of KAM / Sr. FM / Sr. PM – Person needs to manage these 3 profiles.

Position Overview

The Key Account Manager in Facilities Management is responsible for managing and developing strategic client relationships within JLL's facilities management portfolio. This role focuses on ensuring exceptional service delivery, driving client satisfaction, and identifying growth opportunities within assigned key accounts.

This position oversees the comprehensive management of an organization's physical infrastructure, ensuring optimal functionality, safety, and efficiency of buildings and facilities. This strategic role combines operational expertise with leadership responsibilities to maintain and enhance the workplace environment while supporting business objectives

Key Responsibilities

·       Develop and implement property management strategies aligned with client objectives

·       Oversee property operations including maintenance, security, and vendor management

·       Prepare and manage annual operating budgets and capital expenditure plans

·       Conduct regular property inspections and implement preventative maintenance programs

·       Ensure compliance with building codes, regulations, and safety standards

·       Coordinate projects and property renovations

·       Prepare detailed property performance reports for clients and senior management

·       Implement sustainability initiatives to improve energy efficiency and reduce operating costs

·       Respond to emergency situations and develop contingency plans

Detailed Responsibilities

Property  , Facilities, Operations Management

·       Develop comprehensive property management plans with clear objectives, strategies, and performance metrics

·       Daily oversight includes coordinating maintenance activities, managing vendor relationships, and supervising facilities staff. The role involves ensuring compliance with health, safety, and environmental regulations while maintaining high standards for building systems including HVAC, electrical, plumbing, and security systems.

Conducting daily site rounds to ensure proper maintenance of all structures/ building facilities and services are carried out.

·       Conduct weekly property inspections to identify maintenance issues and ensure compliance with quality standards

·       Managing entire soft services including the cleanliness and hygiene of all areas of office floors , common areas, restrooms, cafeteria, meeting rooms , etc.

·       Managing and maintaining high standards for various soft services including housekeeping, cleaning, waste management, pest control. reception management, canteen operations, event management , parking etc.

·       Oversee all maintenance activities, including preventive maintenance programs and emergency repairs

·       Manage security protocols and systems to ensure tenant and property safety

·       Coordinate janitorial services and maintain cleanliness standards throughout common areas

·       Implement seasonal maintenance procedures (Monsoon preparedness etc.)

·       Ensure all building systems (mechanical, electrical, plumbing, fire/life safety) operate efficiently

·       Maintain accurate property records including drawings, warranties, permits, and certificates

·       To establish engineering & operational procedures & roll out the same for site staff

·       To establish contacts with local authorities for facility related issues and for all statutory related compliance at all times.

·       To review the maintenance/service practices of M&E contractors to deliver quality work practices as per SLA

·       To plan & ensure smooth operations of all mechanical, electrical, plumbing & civil works pertaining to the facility

·       Ensure all technology tools at the site are working fine. Support introduction of new tools and ensure the team is trained to use the new tools.

·       Periodically inspection of logbooks, history card, checklist, escalation charts, & PPM schedules etc. for a better management of engineering systems

·       To ensure an up-time of 100% and set up the practices to deliver seamless service.

·       To ensure all statutory documents & licenses are updated like Fire, Lift, DG form, Pollution Control, Etc. related to M&E operations.

·       To implement energy management program to reduce the cost on utilities.

·       To plan, implement & adhere to 52 weeks annual M&E maintenance schedule. Coordinate with FM /business OEM for fixing the dates for the shutdown.

·       To participate during emergency evacuation procedure and manage health & safety issues.

·       All EHS policies and protocols to be given top priority. Follow “No Safety No Work “

Financial Management

·       To ensure proper planning & managing of the CAPEX & OPEX budgets for engineering & operational expenses

·       Monitor and analyse monthly financial performance against budgets

·       Review and approve all property-related invoices within established authority limits

·       Prepare variance reports with detailed explanations for financial deviations

·       Identify cost-saving opportunities without compromising service quality

·       To ensure proper planning of critical spares for all installations as per manufacturer recommendation and inventory control.

·       Ensure all critical systems in the building to have AMCs in place.

·       To coordinate with JLL finance on monthly accruals update & invoice processing

·       Keep a close track of utility bills and take steps to reduce energy, water consumption YoY

Manage account profitability through effective cost control, budget management, and pricing strategies. Monitor financial performance against targets and implement corrective actions when necessary. Support the development of annual budgets and long-term financial planning for assigned accounts.

Preparation of cost sheet, raising POs and Invoicing , Tracking AR / AP . Ensuring timely vendor payments

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Relationship Management with Agencies / Stakeholders

·       Develop and maintain strong relationships with Agency SPOCs at all levels

·       Respond to Agencies requests within JLL's established service level agreements

·       Issue timely and clear communications to agencies regarding building operations

Vendor Management

·       Select qualified service providers through competitive bidding processes

·       Negotiate service contracts to optimize quality and cost-effectiveness

·       Conduct quarterly vendor performance reviews if needed .

·       Ensure compliance with JLL's vendor management protocols and ethical guidelines

·       Process vendor payments according to contract terms

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Client Relationship Management Serve as the primary point of contact for assigned key accounts, building and maintaining strong strategic partnerships with senior client stakeholders. Develop deep understanding of client business objectives, operational requirements, and facilities management needs. Conduct regular business reviews and strategic planning sessions to align service delivery with client goals.

Service Delivery Excellence Oversee the delivery of integrated facilities management services including maintenance, cleaning, security, catering, and workplace services. Ensure service level agreements are consistently met or exceeded while maintaining cost effectiveness. Collaborate with operational teams to resolve issues quickly and implement continuous improvement initiatives.

Business Development Identify and pursue expansion opportunities within existing accounts, including additional services, new locations, or enhanced service levels. Prepare and present proposals for service enhancements or contract renewals. Work closely with business development teams to support new opportunity identification and pursuit activities.

Sustainability Initiatives

·       Implement energy-efficiency measures to reduce property consumption

·       Execute waste reduction and recycling programs

·       Support JLL's corporate sustainability objectives at the property level

·       Communicate sustainability achievements to JLL , clients, stakeholders

Compliance & Risk Management

·       Ensure property compliance with local & state regulations

·       Maintain all necessary permits and certificates of occupancy

·       Coordinate required inspections of life safety systems, elevators, and other regulated equipment

·       Implement risk management protocols to minimize liability

·       Maintain proper insurance coverage for property operations in alignment with client

·       Document and address all incidents according to established procedures

·       Ensure compliance with JLL's corporate policies and procedures

Team Leadership

·       Manage onsite JLL Supervise on-site FM team including assistant managers and executives (soft and tech)

·       Provide clear direction and performance expectations to team members

·       Conduct regular performance reviews and develop improvement plans when needed

·       Identify training opportunities to enhance team capabilities

·       Foster a collaborative and service-oriented culture

·       Ensure proper staffing levels to meet property / facility needs

Business Development Identify and pursue expansion opportunities within existing accounts, including additional services, new locations, or enhanced service levels. Prepare and present proposals for service enhancements or contract renewals. Work closely with business development teams to support new opportunity identification and pursuit activities.

Required Qualifications

Business Development Identify and pursue expansion opportunities within existing accounts, including additional services, new locations, or enhanced service levels. Prepare and present proposals for service enhancements or contract renewals. Work closely with business development teams to support new opportunity identification and pursuit activities.

·       Proven track record managing at least 200,000 square feet of commercial space

·       Strong financial acumen with budget responsibility of the entire property

·       Excellent communication and client relationship skills

·       Knowledge of building automation systems and energy management technology

·       Experience with capital improvement project management

·       Experience of managing FM services of independent standalone building

Skills & Competencies

Leadership and team management

Financial management and budgeting

Contract negotiation and vendor management

Client Relationship & Customer centric approach

Project management & People Management

Problem-solving and decision-making skills

Adaptability and flexibility

Essential Skills Excellent communication and presentation skills with ability to engage effectively with Leadership and senior stakeholders. Strong analytical and problem-solving capabilities with experience in financial analysis and budget management. Proven track record of managing complex client relationships and driving customer satisfaction.

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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