JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Delivery of Client Satisfaction

The Operations Manager role works with the Account Director. The role is responsible for ensuring a high level of client satisfaction, managing the service delivery team, delivering key operational initiatives as well as ensuring consistency in processes, systems and reporting.

The role also ensures that JLL’s IFM standards are implemented and practiced at all sites within the account portfolio including SOP’s, EOP’s, Playbooks and escalation processes.

Reporting to the position will be the Facilities Managers.

Duties and responsibilities

Leadership (where applicable)

Assist the Client & AD to establish the vision and strategy for the account.

Understand the client’s key business drivers, focus the team to ensure those priorities are aligned with our deliverables

Ensures the account team is high performing.

Work with support functions teams (HR, SCMP, EOS and Finance) to ensure smooth delivery at all sites.

Respond to all country / account issues / escalations.

Passionately acting as an advocate for innovation, challenging traditional thinking working model,

Raising the Profile of Client’s Innovation Objectives and Platform, seeking opportunities, leading adaptive project, development techniques, strategies to ensure maximum throughput of deliverables

Ensuring the ongoing support of new Directives, driving process simplification and standardisation

Client/Stakeholder Management

Serves as single point of contact for Jones Lang LaSalle’s teams and an escalation point for any issues.

Accountable for the service delivery to meet contractual obligations of Jones Lang LaSalle

Manage relationships with key stakeholders in all Client’s organizations

Develop and maintain a detailed understanding of the Client’s business and key factors influencing their requirement for our services.

Builds and Manages High Performing Teams

Assist with the implementation of technology systems to support service delivery, and ensure the required reporting from the systems

Develop and implement standard operating procedures and processes for new accounts.

Develop, implement and manage all local initiatives and programs for the IFM team.

Drive client specific initiatives such as savings targets, benchmarking and best practices

Source, transfer and implement best practices to the account

Drive regional consistency in the account e.g. in reporting, standard operating procedures, systems and HR practices.

Establish consistency in the monthly reporting across the JLL portfolio.

Prepare regional reporting to the satisfaction of the Client

Required Qualifications & Experience

Minimum 6 to 7 years’ experience in Facilities Account Management

Tertiary qualifications in Engineering is mandatory.

Experience of Managing Facilities Management for Manufacturing Sites either on Service Provider side or client side.

Previous Experience managing complex multiple account structures, either running multiple teams, across multiple locations.

Has handled a P&L

EHS credential is preferred

Strong leadership skills with a proven track record in managing large teams and vendors.

Achieve Financial Result

Financial Management

Be responsible for achievement of the agreed financial targets for the account; revenue, expenses and debtor’s targets.

Meet the agreed growth targets for all account.

Look for opportunities to cross-sell services.

Assist finance teams for collection of fees from client and tracking of outstanding payments.

Contract Management

Ensure adherence to the contract

Assist AD and Facilities Managers for the achievement of key performance indicators, service levels and other measures as contracted

Assist and manage the change control process

Work with Facilities Managers to ensure governance is followed at all locations

Putting best practices in place

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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For additional details please see our career site pages for each country.

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

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.