Workplace Lead (FM)

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’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re 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.

This role oversees the end-to-end occupant and guest experience within the assigned portfolio. The primary objective is to deliver an exceptional workplace experience by prioritizing human-centric, engagement-focused activities. Responsibilities include managing teams, site operations, service contracts, sourcing, procurement, managing asset register and financial decisions—all aimed at achieving operational excellence while ensuring safe working practices in all aspects.
This role serves as the primary liaison between the client and the JLL Workplace team for workplace activities. It supports account initiatives by ensuring consistent implementation of operational excellence and service delivery.

CORE RESPONSIBILITIES

Client/Stakeholder Management (in support of the Country Head)
Develop and manage Client relationships, ensuring that expected service levels are achieved.
Comply with all requirements of the Client contract, meet or exceed Key Performance Indicators
Deliver an exceptional quality of service to the Client, as reflected by Client feedback.

Leadership / Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Leading the team to deliver operational excellence.
Develop the skills and capabilities of the team through trainings, performance assessments to empower, engaged and motivate the team.
Managing resourcing of the team and develop a succession plan for key team members and on-site Vendors.

What your day-to-day will look like:
Oversee the fulfilment of all operational requirements according to the scope of work.
Create and implement streamlined operational procedures and performance metrics to enhance efficiency, accuracy, system reliability and consistency.
Lead client specific initiatives such technology roll-outs, benchmarking and best practices etc.
Ensure site financial operations are meet or exceed targets, adhering to all financial processes and controls.
Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures.
Maintain data integrity of all systems across regional systems and conduct periodic audits.
Meet or exceed SLA/KPI scores, ensuring information and reports are shared and uploaded on client’s portal.
Monitor and manage staff performance based on Individual Performance Management criteria.
Address user complaints and concerns with effective solutions and follow-up.
Review and audit supplier/service provider performance to confirm fulfilment of contractual obligations.
Conduct regular and details office and building inspections.
Ensure Work Order system is monitored, and any defective items/service are addressed and/or rectified in a timely manner.
Provide support for critical out-of-hours issues and as a key team member in responses to emergency situations.
Coordinate churn work and minor project works requested by users.
Oversee and manage change management process.
Report incident through established escalation channels, proposing measures and solutions.
Manage and maintain an up-to-date vendor contract database and asset register.
Oversee vendor procurement processes and manage contract execution and negotiation, including preparation of tender documentation and contracts in accordance with agreed guidelines.
Generate reports and deliver presentations as per the service delivery requirements and overall account management.

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
Excellent verbal and written communication skills as well as presentation skills
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements.
Strong analytical, organization and administration skills
A minimum of 8 years in the Facility Management
Minimum 3 years of team management experience
An added benefit would be Engineering degree.
Understanding of building engineering services would be a benefit.
Understanding of health and safety best practices in corporate environments
Experience in continuous improvement initiatives and process optimization.

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re 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 –

We’re JLL—a 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’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re 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’re 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’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.