JLL empowers you to shape a brighter way.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
What This Job Involves
The Governance Lead owns the end-to-end governance framework for the account, ensuring a robust, multi-layer governance structure and meeting cadence is in place to oversee successful programme delivery and a transparent, high-trust partnership between the client and JLL. Where the role has historically been coordination-led, it is now scoped as a strategic ownership role: the Governance Lead is accountable not only for tracking and reporting performance, but for driving the KPI framework itself — setting direction on what is measured, how it is governed, and how outcomes translate into improvement action across the account.
The role brings together contract governance (Master Service Agreement / Appendix 9 compliance, change control, escalation management) with performance and KPI ownership (design, tracking, reporting and improvement planning), giving the account a single senior point of accountability for how governance and performance are managed and evidenced.
Reporting line: Reports directly to the Global Account Director.
The role will be based in the UK and require regular attendance at the London office.
Strategic Scope
Act as the single senior owner of the account's governance framework and its performance narrative — connecting contractual governance obligations to measurable business outcomes for both HSBC and JLL.
Set the direction for how KPI and performance data is used across the account: not just reporting the numbers, but shaping what is measured, why, and what action it should drive.
Provide HSBC Executive Management and JLL leadership with a credible, evidence-based view of contract health, governance and KPI risk, and performance trends.
Represent governance and performance management as a strategic capability within the account, rather than a purely administrative or reporting function.
Key Responsibilities
Governance Framework & Contract Compliance
Own the account's governance structure and meeting cadence, ensuring alignment with MSA / Appendix 9 (Governance) requirements.
Ensure MSA governance requirements are adhered to across the account, tracking that all required meetings and forums take place.
Own the change control process, ensuring it is robust, consistently followed and appropriately documented.
Ensure escalations are raised to the appropriate governance forum and resolved in a timely manner.
Ensure annual goals and objectives are mutually agreed with the client and cascaded through the organisation.
Collaborate with other Tier 1 partners to ensure consistency of governance approach across the wider platform and programmes.
KPI Ownership & Performance Management
Own the account's KPI framework end-to-end: definition, data sourcing, tracking, reporting and improvement action planning across all functional leads and disciplines.
Hold functional and regional leads to account for KPI performance, driving a consistent, evidence-based approach to performance management across the account.
Partner with JLL's Business Intelligence team to design and maintain efficient, effective KPI tracking and reporting tools that evidence performance and compliance against the MSA.
Analyse year-to-date metric variances; recommend and implement corrective actions and improvement plans, and track them through to resolution.
Maintain a deep working knowledge of contract KPIs and reporting requirements, acting as the escalation point for KPI-related queries.
Own the client survey process end-to-end — design, deployment, performance tracking and resulting action planning.
Provide reporting on the agreed cadence to give HSBC Executive Management clear visibility of performance against KPIs and broader contract health.
Business Reviews & Reporting
Own tracking and reporting of the Operational Responsibility Matrix (ORM), which defines the scope of services under the contract at market level, ensuring it remains accurate, current and aligned to contractual scope.
Coordinate and prepare Quarterly (and other cadence) Business Reviews, incorporating feedback and driving continuous improvement in format and content.
Own collation of regional data, updates and progress into a single, coherent account-level view.
Own management and submission of the Account Business Plan.
Governance & KPI Risk Management
Risk ownership under this role is scoped specifically to risk arising from KPI performance and the operation of the governance framework itself. Wider account, operational, health & safety, and commercial risk is owned by other functions and is out of scope for this role.
Identify and track risks arising from KPI underperformance or adverse metric trends, and recommend corrective actions (e.g. targeted improvement plans, process change) to bring performance back on track.
Identify and manage risks to the integrity or effectiveness of the governance framework itself — e.g. gaps in meeting cadence, non-adherence to MSA governance requirements, weaknesses in the change control process — and drive resolution through the appropriate governance forum.
Maintain a governance and KPI risk log, ensuring issues are escalated appropriately and tracked through to closure.
Escalate any risk identified outside this scope (operational, commercial, health & safety, or other) to the relevant risk owner promptly, rather than managing it directly.
Continuous Improvement
Shape and deploy a process management mentality that leverages JLL best practice, acting as the go-to person for governance process and principles at all levels.
Drive ad hoc projects to improve efficiency, engagement and/or performance across the account.
Promote the exchange of best practice to and from JLL; showcase JLL innovation, including facilitating relevant speakers or subject-matter input into governance forums.
Create, develop and deliver best-in-class training and reference materials (e.g. MSA / contract overview documentation) to support account and transition teams.
Maintain a structured communication plan to drive governance adoption and roll out new initiatives from Regional Operations, following up until adoption is achieved.
KPI Ownership Matrix
The table below sets out the areas in which the Governance Lead holds direct ownership of KPI definition, tracking and improvement action — as distinct from areas where performance data is contributed by functional leads but governed centrally by this role.
Monthly MSA / Appendix 9 compliance tracking & compliance evidencing
Monthly / Quarterly Account-wide performance KPIs framework design, tracking & improvement planning
Owns the process design, deployment & action planning per survey cycle for Client satisfaction (survey programme)
Ongoing / as raised process governance & documentation in Change control
Ongoing / as raised identification, escalation routing & resolution tracking (KPI and governance-framework risk only) for KPI & governance risk register
Annual, tracked quarterly, submission & progress tracking of the Business Plan delivery
Quarterly / as scope changes tracking & reporting of contracted scope at market level for the Operational Responsibility Matrix (ORM)
Per agreed cadence, owns consolidation & narrative for leadership for Executive reporting
Core Competencies
Understands the drivers of value and risk within KPI performance and the governance framework, and the impact of changes in contract scope.
Strong understanding of governance frameworks, operational processes and operating governance models, including change control.
Able to use data to build a case and communicate a clear, evidence-led narrative — comfortable in the detail and confident presenting a structured argument.
Excellent stakeholder management skills; a strong, structured communicator able to advise and influence senior client leadership, SMEs and JLL leadership.
An enthusiastic, positive collaborator, able to work effectively across a distributed team regionally or globally.
A proactive, continuous-improvement mindset, with the ability to simplify complex issues to influence stakeholders at all levels and secure approvals.
Required Skills & Experience
Significant experience i