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Regulated Services Manager
Princeton, NJ
Job Description
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.
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 characteristic 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.
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.
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 characteristic 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.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
Open
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