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Global Operations Director

2 months ago

Derby, Derby, United Kingdom JLL Full time

Job Summary

We are seeking a highly experienced and skilled Global Operations Director to join our team at JLL. As a senior leader, you will be responsible for building and sustaining superior client relationships, driving commercial rigor, and delivering operational excellence.

Key Responsibilities

  • Accountable for the JLL Global IFM portfolio, consisting of +15 million square feet of real estate across 50 locations in 7 countries.
  • Responsible for highly functional multi-disciplined teams of JLL employees (600) and approximately 1,000 third-party supply partner employees.
  • Managing budget spend of $130 million across IFM and projects while improving margins and maintaining a high-quality service to the client.
  • Identifying, developing, and directing the implementation of business strategy.
  • Responsible for leading, motivating, and developing the Global Operations IFM management team.
  • Supporting workplace, research and development sites, manufacturing, workplace, and warehousing.
  • Deliverable scope includes soft services, hard services, manufacturing support inside the yellow line, critical data centers, and high-tech labs, call centers, global engineering, and compliance.
  • Building and sustaining superior client relationships that result in revenue and profitability growth.

Requirements

  • Extensive commercial experience in cost management, margin growth, and risk management.
  • Strong people manager and coach with excellent organizational development skills.
  • Excellent client relationship and effective communication skills.
  • A wealth of experience in business development, transition management, operations, and engineering.
  • Recognized as a regional subject matter expert for solutions development in manufacturing and high-end technology sectors.
  • Results-oriented and data/analytics-driven through robust operational leadership.

Preferred Qualifications

  • Minimum years' experience in a similar role.
  • Educational qualifications in Facilities Management/Engineering/Business.
  • Experience leading complex account structures, running multiple teams across multiple locations and countries, in a large regional or global capacity.
  • Demonstrated experience in handling client and/or firm sensitivities, knowing when to escalate with urgency, or how to mitigate and de-escalate risks.
  • Demonstrated experience in balancing the interests of the client with those of the firm.
  • Experience in translating client goals and objectives into existing or new business growth.

Key Performance Measures

  • Client satisfaction survey results.
  • Compliance with contractual obligations and KPIs.
  • Continuous Improvement Programs & Initiatives.
  • Delivery of regional consistency across all service lines.
  • Performance to budget accuracy.
  • Coach and develop account team members to achieve high standards.
  • Deliver innovative value-add solutions across the programs.
  • Make high-quality recommendations that have a positive impact on performance.

Areas of Expertise

  • Financial/Risk Management.
  • Client Relationship.
  • Cost Control.
  • Policy Implementation.
  • Project Management.
  • People Management and Experience.
  • Organisation Development and deployment.

Leadership

  • Ensure an industry-leading Employee Experience program is fully implemented on the account.
  • Establish the vision and strategy of the Employee Experience program and ensure exceptional delivery.
  • Understand the client's key business drivers and focus the Employee Experience team to ensure those priorities are aligned with the JLL Employee Experience deliverables.
  • Ensure the account IFM team is high-performing and global delivery is driven by global platforms and best practices and consistency.
  • Hire, attract, and retain a team of top talent; improve team capability and performance through regular coaching and feedback; provide recognition.

Client/Stakeholder Management

  • Manage relationships with key client stakeholders.
  • Serves as a single point of contact for the account's Global Operations.
  • Drive the productive use of technology and Business Intelligence decision-making and data analytics reporting to support the Global Operations.

Functional Responsibilities

  • Bring strategic client and JLL objectives to life in tangible, effective programs that increase employee engagement.
  • Actively manage the professional development of all direct reports and Operation Teams.
  • Responsible for the implementation of technology and BI systems to support Global Operations delivery.
  • Source, transfer, and implement best practices to the account.

Contract Management

  • Ensure adherence to the contract and Global MSA.
  • Deliver above and beyond in our Global account KPIs.

Critical Competencies for Success

  • Team leadership and participation in a matrix organizational environment.
  • Cultural awareness across regions and passion for diversity.
  • Technical Competence.
  • Understands how to build strong client relationships.
  • Understands customer satisfaction in service delivery environments.
  • Strong Employee Experience competency and program management experience.
  • Problem Solving & Strategic Thinking.
  • Capacity to deal with ambiguity and solve complex IFM problems effectively.
  • Analytical, proven ability to solve problems using an objective approach.
  • Proven ability to employ holistic approaches and looks at long-term, global solutions.
  • Program Management & Organizational Skills.
  • Excellent planning & organizational skills to prioritize work and meet tight deadlines.
  • Strong interpersonal skills with the ability to establish rapport and credibility with diverse groups.
  • Embraces teamwork, values others, demonstrates empathy and maturity.
  • Excellent communication skills, both written and verbal, conveys information in a professional, confident, and easy-to-understand manner.
  • Effective organization and time management skills with the ability to multi-task and prioritize workload to achieve results.
  • Approaches problems in a calm yet energetic manner, researches possible causes, and identifies relevant solutions.