EMEA Workplace & Operations Lead

An exciting opportunity has arisen for a Workplace & Operations Lead to join JLL's Integrated Facilities Management business. The Workplace & Operations Lead will work closely with the Regional Account Director(s) in shaping and leading the operations experience that the JLL Team deliver to our client, thereby enhancing all aspects of operations experience to our client's employees. The role will focus heavily on data quality, team integration, developing and implementing tools, and training to standardise high levels of customer service, the meet and greet experience for visitors and employees in the office, and continually enhancing the operations experience for building users.

This role collates all Client and Contractual reporting requirements and oversees all technology functionality across the account. The Workplace & Operations Lead also ensures all contractual, operational and financial risk to JLL is minimised through the management of efficient and robust processes and procedures.

This varied and dynamic role covers a variety of functions around Operations, Data Quality, Performance Excellence, Employee Engagement and Technology. In a demanding role where attention to detail is paramount, the candidate should possess effective communication skills, and an ability to work under their own initiative and problem solve. The individual should be comfortable dealing directly with many both internal and external client stakeholders, and have proven management and leadership skills. Some overseas travel will be required.

What this job involves:

Account Performance Management

• Account performance management - via active management of the Account KPI framework, measure and evaluate progress against goals, reporting metrics on a quarterly basis; providing supporting data.


• Drive process and platform efficiencies across the account platform


• Introduce both central and account based initiatives and encourage a continuous improvement philosophy across the portfolio acting as a point of co-ordination and communication. To keep up to date on FM best practice making recommendations to the Account Director and the Client where appropriate.


• Transformation - Lead and track all improvement programmes across the account


• Ensure all account processes and procedures are in place and adhered to; to ensure consistency, accuracy, alignment and streamlining


• As required, lead transformation initiatives, provide reporting on outcomes, savings, benefits to both the client and JLL


• Support contract renewal activities including SME meetings, solutioning, leveraging best practices, external account visits etc.


Governance

• Ensure all FM staff and contractors are aware of, and comply with, their responsibilities under the contract with particular emphasis on the critical agreed SLA's and KPI's agreed with the Client as per the MSA agreement


• Develop and implement appropriate policies and procedures for FM services across that are appropriate and tailored to the needs of the portfolio.


• Develop tools and systems to standardise process controls and ensure uniform Account Governance


• Individual site playbooks and welcome guide creation and ongoing refreshes as and when necessary to ensure the documents are fully up to date


• Ensure all vendor and JLL staff are onboarding and terminated via the etalent team; audit on a quarterly basis to ensure accuracy


• Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies


Reporting

• Co-ordinate and be ultimately responsible for the delivery of all client reporting including but not limited to the monthly account dashboard, quarterly KPI status, monthly events analysis, quarterly business reviews and sustainability programme updates.


• Annual account plan ownership and management including focus areas, savings initiatives, account improvement initiatives and solutions


• Data collation and analytics on individual hub performance and the overall portfolio, highlighting focus areas and implementing solutions


Employee Engagement

• Drive employee engagement initiatives across the account


• Review and reporting on succession planning, staff retention % and tracking organisational changes


• Mentoring programme is created and cascaded annually; providing continual guidance for mentors / mentees with necessary materials and regular calls


• Implement and oversee appropriate internal and external training programmes as required for the team


• People Survey - cascade twice per annum, analyse and create an improvement plan following our JLL people survey on the account


• Internal and external account communications & Customer Relationship Management (CRM) including quarterly account newsletter cascaded to the team announcing both central, account and Expedia wide business updates, team movements, site changes and success stories


• Demonstrates leadership, gives direction and mentors the JLL teams to promote engagement, customer service excellence and aligned delivery across all service lines


• Ownership and budget control of the mobility programme, gathering feedback from visits and reporting with the QBR


• Account Comms - Creating and cascading the team call presentations and Leadership meeting materials


Leadership

• Oversight and leadership of JLL Helpdesk team across the Account in terms of Building Management Systems, PPM Schedules, Task System, EHS and Quality Compliance and Vendor Management


Data Quality

• Responsible for developing, overseeing, organising, updating, and analysing data sets


• Smartsheets - Act as the super user/owner ensuring workapps are fully up to date at all times, raising necessary POs when required


• Smartsheets - Oversight and tracking of FM small works ie capex works, decommissioning of sites when closing or moving to a serviced office


• Smartsheets - Creation and ownership of the sustainability programme, regular updates on progress on outcomes each quarter including savings and any capital required in readiness for approval


• Smartsheets - Creation and ownership of the asset list, ensuring the assets lists are fully up to date in the system and confirmed whether the asset has been recycled/removed/LL owned etc; reporting back to tax & assets team.


• Smartsheets - Auditing work apps on a weekly basis, circa 1st Friday of the month


• As and when required data collation for CRE requests ie I&D, F&B, portfolio metrics etc


• Decommissioning ownership and guidance to the local FM team when a leased office is moving to a serviced office or during full closure; working in partnership with IT. Ensure assets are utilised and reused across the portfolio to reduce wastage and associated removal costs, stack plans are full up to date and local stakeholders are consulted.



• Team Support the team with travel arrangements when necessary


• Support the wider management team and service lines leads with deployment of initiatives, transformation projects, leadership sessions, team engagement activities and hub analytics


• BAU - Act as a sounding board to the team answering any day to day queries across the portfolio via a monthly Q&A session with the team and in-person hub meetings and leadership meetings
  
  Self-motivated; confident & energetic


• Flexible - able to adapt to rapidly changing situations


• Goal-oriented - able to focus on meeting all performance targets


• Strong communicator - good presentation skills and possesses strong verbal & written communication skills (English & local language); also an active listener
  
  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., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.