Regional Operations Manager
Work Dynamics - Integrated Facilities Management
What this job involves
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
Do you like sharing ideas to improve the work process? As our Operations Manager, you’ll contribute to the creation of facilities service delivery standards. You’ll also help in the planning, implementation and review of site-specific processes and protocols.
Teamwork should also be one of your strongest points, as you’ll work with a team to ensure that all performance targets set out in the contract are being met. To do this, you’ll develop tools that help measure the technical team’s performance on a quarterly or annual basis.
