Regulated Services Manager

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.

What this job involves

• The Regulated Services Manager will have a primary focus on managing programs for the portfolio that help drive Supplier performance, processes, and ensure compliance with quality standards related to services including but not limited to cleaning/custodial (including GxP areas and/or regulated environments), waste & recycling (including non-hazardous, hazardous, medical, and universal waste), pest control, and dock operations. This position is the Subject Matter Expert (SME) for the workstreams they oversee on-account, collaborates with colleagues within Life Sciences, and includes 25%-50% travel.

The SME will strive towards innovation of service, driving financial efficiencies, and working with Suppliers on operational integration while enhancing the customer experience. The SME will collaborate with site-based workstream leads, Facility Managers, and all central team supporting functions (i.e., Quality, Lab Services, EHS, Training, Finance etc.…) to support routine operations, project initiatives, and change management. This role will also require interfacing with the Client Compliance organizations at all levels - site, regional, central team, and Corporate - understanding the expectations of process execution, program changes, investigation/audit support, and CAPA resolutions pertaining to JLL scope. This cross-functional involvement will ensure the client-facing services are adhering to all policies and procedures, applicable regulatory requirements, and quality standards as stipulated in both Client and Vendor contracts. The successful candidate will have a proven career history of successfully managing change within a regulatory environment. This position reports directly to the Sr. Director of Operations.

What is your day to day?

• Customer Focus: A true innovator and genuine service-oriented individual that is able to continuously monitor established quality procedures, and resolve internal quality issues and customer complaints concerning product and or service dissatisfaction.

• Communication: Directly interface, both verbally and written, with client senior management, vendors, and throughout all levels of the organization.

• Lead a Community of Practice group within the account to ensure the site teams are connected and up to date on any regulatory or client changes that can impact the business operations.

• Compliance: Stay current with all federal and state regulations/codes, comply with specifications, and ensure standards are met.

• Active participation and coordination with Sourcing & Procurement team on Vendor Qualification Process.

• Provide direct supervision of Quality Assurance to include training, assigning tasks, performance appraisals, and monitor procedures to ensure the processes are completed in an efficient and safe manner, and within the scope of company policies and procedures.

• Inspections: Conducts planned inspections of the sites to check the level of service quality provided by JLL and Supplier partner teams. These inspections should serve as an assurance of quality as measured by the surveys received from the clients.

• Participate in the creation and implementation of inspections and other quality practices and procedures.

• Provides leadership and direction to advance service quality and enhance the client partnership. Is dedicated to continuously improving operations and influencing the behavior of all employees in the direction of superior and exemplary customer service.

• Supplier Performance Management: Delivers high quality, creative, and cost-effective solutions that align with both JLL and client expectations. Closely monitors work requests communicated by JLL, the client and vendors.

• Understands the KPI/SLA and other contractual requirements for all Supplier and self-performed work execution.

• Hold Suppliers accountable for delivering high quality service per contract expectations, partnering with Suppliers to continuously improve service quality, and resolve/troubleshoot service issues.

• Attend and participate in Quarterly Business Reviews with JLL, Suppliers, and client.

• Analytical Capability: Analyze trends and utilize data to anticipate and proactively address issues in the environment.

• Financial Acumen: Challenges year-over-year increases in costs; pro-actively identifies ways to drive out "process waste" in order to reduce costs.

• Participate in off-account/platform initiatives requiring subject matter expertise.

• Participate in industry focus groups/organizations and stay up to date on trends, challenges, and best practices that can be applied to client accounts where applicable.

Required

• This position requires a bachelor's degree, preferably in Hospitality, Science, Business Administration, in addition to a broad range of business experience acquired through previous work experience.

• Industry Expertise

• Understand the fundamentals of the outsourcing business and a proven leader in the client services arena, including but not limited to, supplier performance management practices, regulatory requirements (i.e. DOT, IATA, OSHA, CFR, FDA, EPA, DEP, etc.).

• Must possess strong interpersonal skills with the ability to build rapport quickly.

• Excellent written and verbal communication skills is a requirement.

• Ability to analyze reports for the purpose of ensuring compliance with scope of work.

• Excellent computer skills; proficient in all Microsoft Office365 applications - in particular Excel, Word, PowerPoint, Outlook, and Teams.

• Position requires 25%-50% travel.

Preferred

• Bachelor's degree, preferably in Hospitality, Science, Business a plus

• Prior knowledge and experience in a regulated environment such as the pharmaceutical, medical device, or other life science industry preferred.

Estimated compensation for this position is:

110,000.00 - 145,000.00 USD per year

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location:

Remote

• Boston, MA, Chicago, IL, Manati, PR, North Brunswick, NJ, Princeton, NJ, San Diego, CA, San Francisco, CA, Summit, NJ

Job Tags:

Accountability, Accountability, Analytical Thinking, Analyzing Reports, Business, Business Administration, Business Operations, Business Reviews, Cleaning, Client Facing, Client Relationship Management, Communication, Company Policies, Cost Effectiveness Analysis, Cost Efficiency, Cost Reduction, Cross-Functional Teamwork, Customer Accounts, Customer Partnerships, Customer Service, Employee Performance Evaluations, Ensure Compliance, Financial Acumen, Innovation, Interpersonal Communication {+ 24 more}

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!

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. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

• Flexible and Remote Work Arrangements may be available

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

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Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.