Account Performance Lead

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Account Performance Lead

Position Overview
The Account Performance Lead is a strategic Central Team role reporting directly to the Regional Account Director. This position is responsible for driving operational excellence, performance management, and continuous improvement across the Master Service Agreement (MSA) deliverables in all countries within the Asia Pacific region. The role requires dynamic leadership to formalize a performance hub, integrate data-driven insights, lead change initiatives, and foster collaborative relationships with internal teams and the Client across multiple geographies.

Key Responsibilities

1. Performance Management & Reporting
Monitor, Evaluate, and Analyze Contract Performance: Conduct detailed data analysis to assess contract performance against MSA commitments, identifying trends, gaps, and opportunities for improvement.
Unified Insights from Data Hubs: Consolidate and analyze data from various sources across all countries, develop integrated dashboards for comprehensive performance visibility, and provide actionable insights to stakeholders.
Performance Metrics Tracking, Reporting & Analysis: Define, track, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) in alignment with MSA requirements. Conduct regular analysis to identify areas for improvement and develop and maintain performance dashboards.
Third-Party Performance Reporting: Monitor and report on third-party vendor performance, develop and maintain vendor scorecards, and ensure alignment with contractual obligations.
Comprehensive Performance Reporting: Prepare and deliver comprehensive performance reports across APAC including QBR preparation, providing insights and emphasizing areas requiring further attention to drive continuous improvement.

2. Change Control Leadership
Lead the Change Control Process: Own and manage the Change Control Request (CCR) process across all countries, ensuring all changes to MSA deliverables, scope of services, KPIs, SLAs, policies, procedures, and other contractual obligations are documented, reviewed, approved, and implemented in accordance with JLL's Quality Management System (QMS).
Ensure Compliance with Change Management Standards: Ensure all changes are authorized in writing, executed by both JLL and the Client, and documented through approved Change Control proposals or amendments as required by the MSA.
Facilitate Impact Assessments: Lead cross-functional teams in conducting impact assessments for proposed changes, evaluating risks, benefits, and resource requirements, and ensuring alignment with client objectives and operational effectiveness.
Drive Continuous Improvement: Identify opportunities for process improvements through change management activities, ensuring lessons learned are captured and applied to future initiatives.

3. Risk Management & Action Planning
Risk Tracking & Action Planning: Identify and track operational and compliance risks across the account, develop comprehensive action plans for risk mitigation, and monitor progress of risk mitigation efforts.
Proactive Risk Mitigation: Work collaboratively with account teams, SMEs, and the Client to address risks before they impact service delivery or contractual commitments.

4. Regional Leadership & Innovation
Lead Regional Initiatives: Drive regional initiatives for innovation, process harmonization, and operational excellence across all countries within the APAC region.
Process Harmonization: Ensure consistency in approach, methodologies, and standards across all countries, aligning with JLL's global QMS and the MSA requirements.
Innovation & Continuous Improvement: Identify and implement innovative solutions to enhance service delivery, improve efficiency, and exceed client expectations.

5. Systems Ownership & Integration
Full Ownership of Account Systems: Take full ownership of the systems, tools, and platforms used by the account to deliver success, including performance tracking systems, change management trackers, dashboards, and reporting tools.
System Integration & Optimization: Ensure seamless integration of systems across all countries, optimize system functionality, and drive adoption of best practices and technologies.

6. Stakeholder Engagement & Collaboration
Collaborative Relationships: Build and maintain excellent integration and collaborative relationships with internal teams (operations, finance, sourcing, HSE, quality, etc.) and the Client across all countries.
Client Engagement: Serve as a key point of contact for the Client on performance management, change control, and continuous improvement initiatives, ensuring alignment with client objectives and satisfaction.
Cross-Functional Leadership: Lead cross-functional teams in the execution of change initiatives, performance improvement projects, and risk mitigation efforts.

7. Deliverables & Accountability
Meet Account Deliverables: Ensure all account deliverables are met across all countries in accordance with the MSA, including performance metrics, reporting requirements, and compliance obligations.
Creative Problem-Solving: Be creative in delivering to the account mission, leveraging data, insights, and collaboration to drive success and exceed client expectations.

8. Travel Requirements
Travel: If not based in Singapore: travel to Singapore and other APAC countries as required to support account operations, client engagement, and regional initiatives. Travel is not expected to be regular beyond Singapore but may be necessary to ensure alignment and consistency across the region.

Key Competencies & Skills

Technical Skills
Data Analysis & Reporting: Strong analytical skills with the ability to consolidate and analyze data from multiple sources, develop integrated dashboards, and provide actionable insights.
Performance Management: Expertise in defining, tracking, and reporting on KPIs and SLAs, with a deep understanding of performance metrics and continuous improvement methodologies.
Change Management: Comprehensive knowledge of change control processes, including documentation, impact assessment, approval workflows, and implementation verification.
Risk Management: Proven ability to identify, track, and mitigate operational and compliance risks.
Systems & Tools: Proficiency in Maintenance Management systems (the role will encompass being the regional Maximo Super-User), performance tracking systems, change management trackers, dashboards, and reporting tools (e.g., Maximo, Azara, SharePoint, Smartsheets, ServiceNow, or similar platforms either in use or that may be considered or implemented in future). Rollout support, administration and training support to end users to maximize benefits of use.

Leadership & Collaboration
Strategic Leadership: Ability to lead regional initiatives, drive process harmonization, and foster a culture of innovation and continuous improvement.
Stakeholder Management: Excellent interpersonal and communication skills, with the ability to build and maintain collaborative relationships with internal teams and clients across multiple geographies.
Cross-Functional Collaboration: Proven ability to lead cross-functional teams and engage SMEs from various disciplines (operations, finance, sourcing, HSE, quality, etc.).
Active engagement with peers across other accounts to develop knowledge from the wider Performance Community and build best known method capability into the Account through effective iteration.

Personal Attributes
Proactive & Results-Oriented: Self-motivated with a strong sense of ownership and accountability for delivering results.
Creative Problem-Solver: Ability to think creatively and develop innovative solutions to complex challenges.
Attention to Detail: Strong attention to detail with a focus on accuracy, compliance, and quality.
Adaptability and Resilience: Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities across different countries and time zones.

Qualifications

Education
Bachelor's degree in Business Administration, Operations Management, Engineering, Data Analytics, or a related field. Advanced degree (MBA or equivalent) preferred.

Experience
Minimum 7-10 years of experience in account management, performance management, change management, or operations management, preferably within facilities management, corporate real estate, or professional services environment.
Proven experience in leading regional or multi-country initiatives, with a track record of driving process harmonization and continuous improvement.
Experience in managing MSA deliverables, KPIs, SLAs, and change control processes.
Experience in data analysis, performance reporting, and dashboard development.
Experience in risk management and action planning.

Certifications (Preferred)
Project Management Professional (PMP) or equivalent.
Certified Change Management Professional (CCMP) or equivalent.
ISO 9001 Quality Management System (QMS) certification or equivalent.
ITIL Foundation or equivalent (for change management and service delivery).
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

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 102,000 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.