Workplace & Operations Lead - EMEA

Workplace & Operations Lead - EMEAApplyremote type: On-sitelocations: London, GBRtime type: Full timeposted on: Posted Todayjob requisition id: REQ517818 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 - EMEA Role Summary An 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 Involves Regional Operational Coordination - Support global initiatives, track operational requirements, and ensure close-out for EMEA data deliverables Business Intelligence & Performance Reporting Oversight of Events & Experience delivery Drive processes and procedures alignment and centralization across EMEA Identify and implement innovation and best practice to support client Real Estate goals, Sustainability, and Employee Engagement initiatives Manage all contractual and governance reporting requirements across the Region for both JLL and the client Lead all Employee Engagement Activities including communications, programs, and culture initiatives Support the JLL Account Director and Client Team as required Account Performance Management Actively manage the Account KPI framework, measure and evaluate progress against goals, deliver quarterly metrics reporting with supporting data analysis Drive process and platform efficiencies across the Regional Account, identifying bottlenecks and implementing improvements Lead and track all transformation and improvement programs across the region with measurable outcomes Ensure all account processes and procedures are implemented and adhered to for consistency, accuracy, alignment and operational efficiency Lead Regional transformation initiatives and provide comprehensive reporting on outcomes, savings, and benefits to both client and JLL Governance Ensure all FM staff and contractors comply with contract responsibilities with emphasis on critical SLAs and KPIs per the MSA agreement Develop and implement appropriate policies and procedures for FM services across the region tailored to portfolio needs Develop tools and systems to standardize process controls and ensure uniform Account Governance Create and maintain individual site playbooks and welcome guides, ensuring documents remain current through ongoing refreshes Ensure all vendor and JLL staff onboarding and offboarding via eTalent team; conduct quarterly audits to ensure accuracy Risk Register Management: Maintain and regularly update a comprehensive risk register for the EMEA portfolio, including risk identification, assessment, mitigation strategies, and escalation protocols Document Control and Records Management: Maintain central repository of all operational documentation including contracts, policies, procedures, licenses, permits, and certifications ensuring version control and accessibility Change Management Governance: Establish and enforce change control processes for operational modifications, ensuring proper approval workflows, impact assessments, and stakeholder communications Internal Controls and SOPs: Develop, document, and enforce Standard Operating Procedures (SOPs) for all operational activities, ensuring consistency and compliance across the region Reporting Coordinate and deliver all client reporting including monthly account dashboard, quarterly KPI status, monthly events analysis, quarterly business reviews and sustainability programme updates Own and manage annual account plan including focus areas, savings initiatives, account improvement initiatives and solutions Conduct data collation and analytics on individual hub performance and overall regional portfolio, identifying focus areas and implementing solutions Executive 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 health Strategic 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 studies Benchmarking and Competitive Analysis: Conduct industry benchmarking studies, comparative performance analysis against peer portfolios, and market intelligence reporting to identify competitive advantages and improvement opportunities Transformation and Change Management Reporting: Track and report on transformation programme progress, change initiative adoption rates, realized benefits, and organizational change impact assessments Workforce 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 progress Regional Comparison and Cross-Portfolio Analysis: Provide comparative analysis across different EMEA locations, identify performance outliers, share best practices, and recommend standardization opportunities Ad-hoc Strategic Analysis: Respond to senior leadership requests for strategic analysis, scenario planning, feasibility studies, and business case development for new initiatives or portfolio changes Employee Engagement Drive employee engagement initiatives across the account including mentorship and buddy programmes across EMEA Review and report on succession planning, staff retention rates and organizational changes Create and cascade annual mentoring programme; provide continual guidance for mentors/mentees with materials and regular sessions Implement and oversee internal and external training programmes as required for the team Cascade People Survey twice per annum, analyze results and create improvement plans following JLL people survey Manage internal and external account communications & CRM including quarterly account newsletter announcing central, account and client-wide business updates, team movements, site changes and success stories Demonstrate leadership and mentor JLL teams across the Region to promote engagement, customer service excellence and aligned delivery across all service lines Create and cascade Regional team call presentations and Leadership meeting materials Leadership Provide oversight and mentorship to ensure teams deliver optimal service levels to both internal teams and Client while driving innovation and thought leadership Strategic Vision and Direction: Define and communicate the operational vision and strategy for the EMEA region, ensuring alignment with organizational objectives and client business goals Senior Point of contact for all account wide communications within the region Cross-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 silos Culture Building: Foster a culture of operational excellence, accountability, innovation, and continuous improvement across all EMEA locations while ensuring alignment with JLL values Crisis 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 region Coaching and Mentoring: Provide ongoing coaching to direct reports and high-potential team members, develop future leaders, and create a mentoring culture within the organization Standards and Best Practice Development: Establish operational standards, document best practices, create frameworks for consistent service delivery, and ensure knowledge transfer across the region Data Quality and Analytics Develop, oversee, organize, update, and analyze Regional data sets with high accuracy requirements Track and close out EMEA data requirements for regional initiatives as requested Act as Regional Smartsheets super user/owner ensuring workapps remain current . click apply for full job details