What this job involves The AFM will have a primary focus on customer experience and managing vendor services. The AFM will manage and maintain overall site service, performance, processes, and quality standards for soft services. The AFM will strive towards innovation of services and enhancing the customer experience. The AFM will own the effective participation in quality assurance programs, drive towards a higher level of service, meet or exceed scoring metrics as stipulated in both client and vendor contracts, and manage/track customer relationships. Facilities Management Ensure client satisfaction at all levels in the organization, and demonstrate leadership, responsiveness, and creativity. Ownership of vendor audit performance tracking, establishing action plans. Soft services are provided by managing contractors and suppliers per scope of work, including, but not limited to, cleaning/custodial, solid waste & recycling, landscaping, mail room and reprographics, window systems and pest control cost management. Ensure areas and processes are in optimum conditions for audit readiness and compliance. Execute building inspections and job-walks with vendors to ensure contracted scope is met. Support work order management for in-house staff and vendors as necessary. Support facility soft services as needed and directed such as meetings preparation, conference room reservations, food services, parking, vending and badging. Perform additional job duties as requested. Relationship Management Maintain client satisfaction with delivery of Facility Management services and support programs to increase customer satisfaction. Demonstrate strong collaboration and teamwork within the account team by driving the development and implementation of IFM best practices and innovations. Ensure Safety First culture is executed at workplace. Work together, lead by example, be a team player and collaborate with Facilities Manager, Engineering team and co-workers. Compliance Support compliance with JLL's minimum audit and compliance standards in facility management, financial management and operational policies and procedures. Meet or exceed Key Performance Indicators (KPI's); monitor Service Level Agreements (SLA's) monthly to identify potential challenges and plan corrective actions accordingly. Enforce all Company policies and training requirements regarding safe and efficient operations and work practices. Implement and monitor hazard control and team safety practices, ensure compliance with local codes and regulations and JLL operational standards. Education, Training & Experience Bachelor's degree preferred. Minimum of two years of industry experience required either in the corporate environment, third party service provider or as a consultant. Skills & Knowledge Excellent customer, computer, managerial, verbal and written communication skills. Ability to multi-task and effectively organize responsibilities to achieve portfolio goals and objectives. Basic knowledge of building systems (mechanical and electrical systems). Experience with CMMS work order management systems. JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected c aracteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.