Job Description

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\xe2\x80\x99ve got deep experience in commercial real estate, skilled trades, and technology, or you\xe2\x80\x99re 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.

Operations Lead
Work Dynamics

What this job involves:
Staying at the forefront of operational excellence
You\xe2\x80\x99ll be the main visionary and strategist for our regional plans. As such, you\xe2\x80\x99ll must understand the clients\xe2\x80\x99 business needs inside and out. You\xe2\x80\x99ll also be the go-to person for the overall operations\xe2\x80\x94including standard procedures, system reports and relevant technologies.

Putting clients first\xe2\x80\x94always
Client satisfaction is second nature to us, that\xe2\x80\x99s why you\xe2\x80\x99ll make sure that we build and maintain good working relationships with our stakeholders. You\xe2\x80\x99ll be the single point of contact for our regional service delivery. As such, you must develop deep understanding of the clients\xe2\x80\x99 key business drivers influencing their decision making process and how such decisions relate to their requirements for our services. You\xe2\x80\x99ll also see to it that our clients\xe2\x80\x99 outsourcing needs and our own objectives for the account are perfectly in sync. Apart from these, you\xe2\x80\x99ll also be at the forefront of account operations, taking charge of all the resources\xe2\x80\x94including technology, manpower and standard operating procedures\xe2\x80\x94needed to run the operations smoothly and seamlessly.

Becoming a trustworthy authority
Do you have what it takes to be a governance champion? If so, you are perfect for this role! Particularly, you must ensure all parties uphold their duties stated in the contract. You\'re also the one managing the governance process for the account. As such, you\xe2\x80\x99ll rally the team toward achieving the agreed key performance indicators, service levels and other compliance measures. How to roll out change control process effectively is also another challenge you need to take on.

Devising win-win solutions for all parties
You\xe2\x80\x99ll be a steward to our clients, looking after their financial interests by developing property budgets and forecasts based on their finance calendar. You\xe2\x80\x99ll play a pivotal role in helping our clients achieve their financial goals\xe2\x80\x94be they revenue, expenses, debtor or growth targets. As you tend to our clients\xe2\x80\x99 best interests, so should you represent ours by being on the lookout for opportunities to cross-sell our other services. Collecting fees from clients and tracking outstanding payments also fall on your shoulders.

Driving team success
Apart from the technical aspects of the role, you\xe2\x80\x99ll also create a culture of collaboration, positive learning and teamwork. You\xe2\x80\x99ll identify your team\xe2\x80\x99s strengths and improvement areas, leading them to excellence through coaching, feedback and recognition. You\xe2\x80\x99ll be the heart of the team, resolving conflicts among members and ensuring that respect for individual differences always prevails. Most important, you\xe2\x80\x99ll lay the groundwork for the future, ensuring we have the next generation ready to move up (or across) and fill roles at the company.

• Responsible for implementation of approved initiatives and programs by managing and coordinating the efforts of the FM team of the region.
• Responsible all SLA/KPI scorecards and oversees process to ensure consistencies across sites.
• Responsible for the supervision of facility operations team across the region
• Responsible for weekly, monthly, quarterly connects with site teams, client stakeholders of the respective region on operations and share minutes of meetings.
• Close connect with the TCL regional SPOC/Manager to work on plans and support where applicable.
• Ensure all new joiners undergo mandatory trainings and site induction programs.
• Share reports of completion of jobs as per 52 weeks calendar to the stakeholders
• Ensure adequate manpower is deployed at site to manage operations and meet agreed service deliverables.
• Ensure to keep track of the region\xe2\x80\x99s financial budgets. To have monthly review with the Account Lead on financials pertaining to respective region.
• Highlight anomalies in operations to the Account Lead
• Act as a link between Account Lead and Ops manager/Facility manager.
• Keep track of attendance, attrition, and absenteeism of respective region. Report to the Account Lead on a regular basis with analysis.
• Ensure best practice are implemented and replicated accorss other regions in close coordination with the Account Lead.
• Oversees adequate stock of required materials to smoothly run the operations. Ensure there is no \'zero stock\' situation at site.
• Ensure work orders, purchase requests, payouts, invoices are on track. Coordinate with respective TCL FM\xe2\x80\x99s for PO\xe2\x80\x99s, payment status etc.
• Ensure incident reporting is done as per TCL protocols.
• Keep a track on helpdesk tickets and customer feedback scores and comments.
• Ensure Risk Registers are updated and shared with stakeholders for review and advise mitigation plans where applicable.
• Ensure all workplace related audits are performed and reports are reviewed and shared with key stakeholders.
• Support in preparation of QBR, HBR and ABR as per schedule in coordination with Account Lead.
• Coordinate for R&R programs for the sites under respective region and share updates.

Sounds like you? To apply, you need to be:
Seasoned expert
You have at least eight years\xe2\x80\x99 experience in facilities account management under your belt. Likewise, you are a pro at handling complex account structures and client sensitivities. You are also an ace on the technical and financial know-how of running a service delivery team.

Critical thinker
Does problem solving come naturally to you? In this role, you will need to come up with strategies in applying holistic approaches and long-term solutions for complex problems. You\xe2\x80\x99ll also need excellent organisational skills to prioritise work and meet tight deadlines.

Compassionate leader
Teamwork is a vital aspect of our brand, and we\xe2\x80\x99ll expect you to value this as well. You\xe2\x80\x99ll be the team\xe2\x80\x99s anchor in difficult days and their proud leader in times of success. Most important, you\xe2\x80\x99ll lead by example, and promote open, constructive and collaborative relationships at all levels.

What we can do for you:
At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

Apply today!
If this job description resonates with you, we encourage you to apply even if you don\xe2\x80\x99t meet all of the requirements below. We\xe2\x80\x99re 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 \xe2\x80\x93

We\xe2\x80\x99re JLL\xe2\x80\x94a 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\xe2\x80\x99s why we\xe2\x80\x99re committed to our purpose to shape the future of real estate for a better world. We\xe2\x80\x99re 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\xe2\x80\x99re 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\xe2\x80\x99re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.