Royal London Asset Management Property has launched a new operating model developed with JLL for the management of Royal London Asset Management’s RLAM’s £10.3bn commercial portfolio.
ConnectIn aims to increase accountability and enhance customer service with the objective of improving retention rates and, in turn, investor returns.
The ConnectIn model will allow RLAM’s asset managers to work seamlessly as one team with JLL’s on-the-ground property teams, linking the day-to-day operation of each building and its customer needs more directly.
At the heart of the model is a new role: asset experience manager. Employed by JLL, each asset experience manager will work directly for the RLAM strategic asset manager and replace the traditional property manager and facilities manager roles.
Laura Butler (pictured), COO for property at Royal London Asset Management, said: “ConnectIn is about looking from the bottom up at how we can deliver better service for our customers whilst optimising investor performance. We have spent a lot of time considering how to best create a single, seamless delivery team with individual accountability and superior, real time information flow.
“The model gives us many of the benefits of bringing property management in-house, including greater control and a closer relationship with customers, while retaining JLL’s specialist expertise, scale and systems. It is about taking the strongest elements of both firms, and connecting them in a more effective way.”
Jordan Jeffery, head of JLL property management – EMEA, added: “ConnectIn is a new and innovative approach for JLL and moves us beyond a traditional client and service-provider relationship. Rather than property management sitting downstream from investment decisions, the teams are working together around the strategy for each asset, supported by JLL’s specialist capabilities and technology. It creates much greater alignment around what each asset needs to deliver.”
