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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.
What this job involves: The Operations and Performance Lead will spearhead continuous improvement initiatives across JLL’s Regional operating model. Ensuring optimisation, efficiency, scalability, and alignment with business goals, while fostering a culture of operational excellence.
What your day-to-day will look like:
Process Optimization & Standardization
- Identify, analyse, and redesign inefficient processes to improve productivity, quality, and cost-effectiveness.
- COE model to be implemented across all core account functions.
- Drive overall standardisation and simplification of regional operating and governance frameworks to ensure accuracy of work methods, reliability of systems, applying technology solutions wherever feasible.
Continuous Improvement
- Lead projects to drive measurable improvements in key metrics (e.g., cycle time, cost savings, efficiencies.)
- Train and mentor teams on operational excellence tools and methodologies, develop future team talent.
- Act as the POC for all things data quality orientated, with a focus on standardized and streamlined reporting platforms.
- Drive implementation of a property compliance platform, focussed on essential safety compliance requirements, that provides real time status across the portfolio
- Work in partnership with the Workplace & Technical teams to provide data and tools to review services using metrics to understand variances and opportunities to optimize
- Drive client specific initiatives and reporting through technology BI Dashboards, Benchmarking, data analytics, SMART reporting
- Drive/ develop analytics capability within team including but not limited to systems, people and reporting.
Performance / Contractual Management
- Manage all KPIs and dashboards to track operational performance and ROI of initiatives.
- Conduct root-cause analyses and present data-driven recommendations to account leadership
Client/Stakeholder Management
- Pro-actively develop and manage stakeholder relationships ensuring that expected service levels are achieved, with Commercial, Sourcing, Technology and Operational teams
- Comply with all requirements of the Client MSA contract and meet or exceed Key Performance Indicators, manage all MSA obligations
- Deliver an exceptional quality of service to the Client, as reflected by Client partnership feedback.
Leadership / Staff Management/ Team Participation
- Lead a highly proactive, responsive, dynamic and agile team of subject matter experts to support the Workplace & Technical teams to stay focused on their occupants
- Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
- Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors
Technology & Innovation
- Identify automation/digital transformation opportunities to streamline workflows.
- Stay updated on industry trends and best practices in operational excellence.
Desired or preferred experience and technical skills
- Bachelor’s degree; (Master’s/MBA preferred)
- Certifications ISO 9001, PRINCE 2 (required), Six Sigma (desirable) Power BI , MS Project
- 10-15 years’ experience in FM Real estate : Operational leadership , Contract Management, Compliance, Process improvement, or consulting roles.
- Proven track record in leading large-scale transformation projects in real estate, FM, or related industries.
- Expertise in Lean/Six Sigma, Agile, and change management.
- Strong analytical, problem-solving, and project management skills.
- Excellent communication and stakeholder management abilities.
- Proficiency in data visualization tools (Power BI, Tableau) and process mapping software.
Requirements:
- Demonstrates proactive & professional approach to customer service and stakeholder engagement
- Has a natural hospitality-orientated communications acumen
- Ability to interact with a wide range of client staff, including senior levels
- Ability to manage conflict and balance between client and firm requirements
- Has a customer service oriented attitude
- Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels
- Excellent planning & organizational skills to prioritize work and meet tight deadlines
- Proven ability to manage multiple and complex operational matters on a daily basis
Location:
On-site –Hong Kong, SAR, China
Job Tags:
If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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