Workspace Experience & Operations Lead - Australia & New Zealand

Job Description

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. About Us: Our Work Dynamics business line works with some of the world's leading organisations to provide onsite solutions. JLL Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams. The Role: The Workspace Experience & Operations Lead will have overall responsibility to manage the day-to-day client activities for all sites in Australia and New Zealand, and be the on-site key point of contact for key client stakeholders. The role will assume overall responsibility for managing all Workspace Experience & Operations services. A snapshot of the role: Client/Stakeholder Management Deliver exceptional client service and achieve high levels of client satisfaction. Proactively engage stakeholders to ensure that on site client’s expectations are met. Build and develop effective client/stakeholder relationships across multiple levels of the organisation. People Management Manage and coach direct reports to develop a high performance team. Develop and sustain a high-quality well motivated team. Ensure high staff morale, trust and work ethics. Ensure succession planning is in place for all roles. Develop and maintain a culture that supports collaboration and performance excellence within the team. Mentor and enable Training & Development of team members. Site Operations Management Responsible for technical and workspace operations, ensuring all Critical Environment (CEM) requirements are met. Responsible for service delivery in accordance with client KPIs and SLAs. Recommend continuous quality improvement practices and implement Industry Best Practice operations. Implement building procedures and performance measures and ensure they are maintained at all times. Review existing operations regularly to reduce costs and improve operational standards. 24/7 emergency call support and site attendance as required. Risk Management Ensure full compliance with all local and governmental regulations and legislations. Ensure site risk management programs including audits are implemented and maintained. Ensure disaster recovery and business continuity plans are implemented and maintained. Ensure accuracy of escalation and incident reporting procedures. Assist in the development of guidelines and strategies to ensure compliance with JLL’s business code of conduct. ESG Prioritise compliance with all implemented sustainability programs. Ensure services are delivered in a manner that supports JLL and client Net Carbon Zero Goals and D&I. Procurement & Vendor Management Ensure vendors are well-managed, delivering services on time and within budget. Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as JLL best practice. Monitor vendor KPI and SLA scores. Contracts Management Manage all contracts to ensure that they are professionally delivered at the right costs. Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed. Ensure contracts are continually assessed to deliver best value to the client. Finance Management Prepare and manage client and/or site annual budgets for operations and capital works, as required. Ensure contract billing is completed in a timely manner. What we are looking for: Min. Bachelor’s degree in facilities management, building, business or other related field &/or 5+ years experience in facilities, property management or related field. Has experience working in financial or investment banking environment. Knowledge of local occupational health and safety requirements. Knowledge of critical environments. Knowledge of vendor management for specialized services. Has an understanding of basic technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system). Proven capacity to understand and interpret commercial contracts. Strong budget management and financial analysis skills. What to expect from us: As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity and building an inclusive workplace. Apply now LMREQ412770 Location: On-site – Sydney, NSW 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! #J-18808-Ljbffr