Workplace & Operations Lead

JLL empowers you to shape a brighter way .Our people at JLL 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.Workplace & Operations Lead - EMEARole SummaryAn exciting opportunity has arisen for a Workplace and Operations Lead to join JLL's Integrated Facilities Management business. The Workplace and Operations Lead will work closely with the EMEA Account Director in shaping and leading the operations experience that the JLL Team delivers 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 standardize high levels of customer service, 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 and Operations Lead also ensures all contractual, operational and financial risk to JLL is minimized 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.What This Job InvolvesRegional Operational Coordination - Support global initiatives, track operational requirements, and ensure close-out for EMEA data deliverablesBusiness Intelligence & Performance ReportingOversight of Events & Experience deliveryDrive processes and procedures alignment and centralization across EMEAIdentify and implement innovation and best practice to support client Real Estate goals, Sustainability, and Employee Engagement initiativesManage all contractual and governance reporting requirements across the Region for both JLL and the clientLead all Employee Engagement Activities including communications, programs, and culture initiativesSupport the JLL Account Director and Client Team as requiredAccount Performance ManagementActively manage the Account KPI framework, measure and evaluate progress against goals, deliver quarterly metrics reporting with supporting data analysisDrive process and platform efficiencies across the Regional Account, identifying bottlenecks and implementing improvementsLead and track all transformation and improvement programs across the region with measurable outcomesEnsure all account processes and procedures are implemented and adhered to for consistency, accuracy, alignment and operational efficiencyLead Regional transformation initiatives and provide comprehensive reporting on outcomes, savings, and benefits to both client and JLLGovernanceEnsure all FM staff and contractors comply with contract responsibilities with emphasis on critical SLAs and KPIs per the MSA agreementDevelop and implement appropriate policies and procedures for FM services across the region tailored to portfolio needsDevelop tools and systems to standardize process controls and ensure uniform Account GovernanceCreate and maintain individual site playbooks and welcome guides, ensuring documents remain current through ongoing refreshesEnsure all vendor and JLL staff onboarding and offboarding via eTalent team; conduct quarterly audits to ensure accuracyRisk Register Management: Maintain and regularly update a comprehensive risk register for the EMEA portfolio, including risk identification, assessment, mitigation strategies, and escalation protocolsDocument Control and Records Management: Maintain central repository of all operational documentation including contracts, policies, procedures, licenses, permits, and certifications ensuring version control and accessibilityChange Management Governance: Establish and enforce change control processes for operational modifications, ensuring proper approval workflows, impact assessments, and stakeholder communicationsInternal Controls and SOPs: Develop, document, and enforce Standard Operating Procedures (SOPs) for all operational activities, ensuring consistency and compliance across the regionReportingCoordinate and deliver all client reporting including monthly account dashboard, quarterly KPI status, monthly events analysis, quarterly business reviews and sustainability programme updatesOwn and manage annual account plan including focus areas, savings initiatives, account improvement initiatives and solutionsConduct data collation and analytics on individual hub performance and overall regional portfolio, identifying focus areas and implementing solutionsExecutive Reporting and QBR Presentations: Prepare and deliver executive-level reports and presentations to senior leadership and client C-suite stakeholders on operational performance, strategic initiatives, and portfolio healthStrategic Planning Reports: Develop long-term strategic planning documents, multi-year roadmaps, and investment proposals with detailed business cases and ROI projections in bi-monthly case studiesBenchmarking and Competitive Analysis: Conduct industry benchmarking studies, comparative performance analysis against peer portfolios, and market intelligence reporting to identify competitive advantages and improvement opportunitiesTransformation and Change Management Reporting: Track and report on transformation programme progress, change initiative adoption rates, realized benefits, and organizational change impact assessmentsWorkforce Analytics: Provide comprehensive reporting on team performance, productivity metrics, span of control analysis, workforce planning, talent retention rates, and support the FM EMEA Lead in succession planning progressRegional Comparison and Cross-Portfolio Analysis: Provide comparative analysis across different EMEA locations, identify performance outliers, share best practices, and recommend standardization opportunitiesAd-hoc Strategic Analysis: Respond to senior leadership requests for strategic analysis, scenario planning, feasibility studies, and business case development for new initiatives or portfolio changesEmployee EngagementDrive employee engagement initiatives across the account including mentorship and buddy programmes across EMEAReview and report on succession planning, staff retention rates and organizational changesCreate and cascade annual mentoring programme; provide continual guidance for mentors/mentees with materials and regular sessionsImplement and oversee internal and external training programmes as required for the teamCascade People Survey twice per annum, analyze results and create improvement plans following JLL people surveyManage internal and external account communications & CRM including quarterly account newsletter announcing central, account and client-wide business updates, team movements, site changes and success storiesDemonstrate leadership and mentor JLL teams across the Region to promote engagement, customer service excellence and aligned delivery across all service linesCreate and cascade Regional team call presentations and Leadership meeting materialsLeadershipProvide oversight and mentorship to ensure teams deliver optimal service levels to both internal teams and Client while driving innovation and thought leadershipStrategic Vision and Direction: Define and communicate the operational vision and strategy for the EMEA region, ensuring alignment with organizational objectives and client business goalsSenior Point of contact for all account wide communications within the regionCross-Functional Leadership: Lead collaboration across multiple disciplines where needed including FM, Engineering, Projects, Procurement, Events, and HR to ensure integrated service delivery and break down organizational silosCulture Building: Foster a culture of operational excellence, accountability, innovation, and continuous improvement across all EMEA locations while ensuring alignment with JLL valuesCrisis Management and Incident Command: Serve as incident commander during critical situations, coordinate crisis response efforts, make decisive actions under pressure, and manage stakeholder communications during emergencies where needed in regionCoaching and Mentoring: Provide ongoing coaching to direct reports and high-potential team members, develop future leaders, and create a mentoring culture within the organizationStandards and Best Practice Development: Establish operational standards, document best practices, create frameworks for consistent service delivery, and ensure knowledge transfer across the regionData Quality and AnalyticsDevelop, oversee, organize, update, and analyze Regional data sets with high accuracy requirementsTrack and close out EMEA data requirements for regional initiatives as requestedAct as Regional Smartsheets super user/owner ensuring workapps remain current, raising necessary POs when requiredOversee and track FM small works including capex works and site decommissioning through SmartsheetsCreate and own Regional sustainability programme in Smartsheets, providing quarterly updates on Regional outcomes including savings and required capitalCreate and own Regional asset list in Smartsheets, ensuring asset lists remain current and assets are confirmed as recycled/removed/landlord owned; report to tax & assets teamAudit Regional work apps weekly, approximately first Friday of each monthProvide data collation for Regional CRE requests including I&D, F&B, portfolio metrics as requiredOwn decommissioning processes and guide local FM teams during office closures or transitions, working with IT to ensure assets are reused across portfolio to reduce wastage and costs, maintain current stack plans, and consult local stakeholdersSupport wider management team and service line leads with initiative deployment, transformation execution, leadership sessions, team engagement activities and hub analyticsManage EMEA BI & performance reporting, data and system integrationsAct as resource for team queries across portfolio via monthly Q&A sessions with Regional team and in-person hub and leadership meetingsEnsure Smart Buildings technology is implemented effectively and utilized optimally; provide guidance to Performance LeadDrive branding and communications alignment across EMEAInnovation and Continuous ImprovementContinuously identify thought leadership, innovation and best practice examples to bring to client from JLL central team and external sourcesIdentify and recommend improvement opportunities across FM scope and wider Real Estate functionRegional AlignmentLead alignment and consistency activities across EMEA to ensure regional collaboration and standardizationSupport Account Directors in EMEA by reviewing all FM Team activities to identify alignment opportunitiesProactively identify improvement areas, best practice sharing and "one team" opportunitiesLead alignment and consistency activities across EMEA to ensure optimal regional collaboration and standardizationClosely support the Account Directors in EMEA by reviewing all FM Team activities to identify alignment opportunitiesProactively identify improvement areas, best practice sharing and tangible "one team" opportunitiesAct as point of contact to support hub meetings, including travel arrangements, hotel bookings, and activity coordination. Assist teams in creating meeting agendas and topics of discussionSupport the Account Lead in selection of swag items and promotional materials to support JLL and client engagement initiativesFacilitate monthly Regional Q&A sessions with EMEA team leads to address queries and provide operational guidanceConduct quarterly hub-specific meetings and site visits (e.g., London, Geneva) to ensure localized support and alignmentDrive branding and communications alignment across EMEA, ensuring consistent messaging and visual identityCoordinate Regional All Hands meetings on a quarterly basis, developing content and delivering presentationsManage Regional account communications including Slack channels, email updates, calendar invites, and team announcementsOversee "Our Places" EMEA office review program, conducting quarterly assessments of top locations and annual reviews of the full portfolioSupport cross-regional networking with other accounts to identify opportunities for knowledge sharing and best practice transferCoordinate Regional employee engagement initiatives to increase culture and visibility across dispersed teamsFacilitate Regional succession planning reviews and organizational change trackingLead Regional People Survey cascade (twice annually), analyze results, and develop improvement action plansOversee Regional training matrix rollout and completion tracking in collaboration with Hub LeadsManage Regional travel request process, including approvals and tracking against budgetsCoordinate Regional case study development and sharing (monthly cadence) to highlight successes and learningsQualificationsRequiredMinimum 8-10 years of experience in workplace operations, facilities management, or integrated facilities management with demonstrated complexityProven experience managing multi-site operations across EMEA with diverse regulatory environmentsStrong understanding of workplace trends, flexible working models, and employee experience strategiesDemonstrated success in vendor management and complex contract administrationExceptional organizational skills with proven ability to manage high-volume, competing priorities simultaneouslyStrong financial acumen including budget management and cost optimizationExperience leading and developing teams in a matrix organization across multiple countriesAdvanced proficiency with data analytics, reporting systems, Smartsheet, and Business Intelligence platformsExceptional attention to detail with proven accuracy in high-stakes environmentsFluency in English required; additional European languages highly desirableProficiency in workplace management systems, Building Management Systems, and Microsoft Office suitePreferredProfessional certifications such as FMP, CFM, or IWFMBachelor's degree in Business Administration, Facilities Management, Real Estate, or related fieldExperience in commercial real estate or professional services env