Operations Lead

About the Role

The Account Lead oversees the full suite of Property Management Services at a site, ensuring smooth operations, regulatory compliance, and efficiency through innovation and technology. This role drives service quality, financial performance, and continuous improvement across multiple locations. • Oversee operations for all sites ensuring regulatory compliance and best practices • Coordinate with site teams to complete major and other works on time • Maintain the look and feel of the sites • Manage customer relationships in coordination with site teams • Adhere to meeting calendars and close open points promptly • Meet financial targets for the account and identify new revenue opportunities • Close all audit findings • Track and close open operational items • Implement the MAD program • Deploy IMS across sites • Standardize SOPs and Account Plans across sites • Introduce new initiatives and best practices to improve efficiency and service levels • Ensure uniform training calendars and conduct trainings from SMEs, sites, and headquarters • Implement all JLL technological tools and ensure site adherence • Submit site reports in a timely manner • Manage attrition at sites • Attend meetings, conferences, workshops, and training sessions to stay current on industry developments • Conduct routine and surprise site audits to verify SOP adherence • Submit MIS and related reports to stakeholders promptly • Respond to emails, resolve occupant concerns, and circulate meeting minutes timely • Support JLL emerging business by sharing leads from site work • Participate in JLL initiatives such as D&I, CSR, and Safety Week • Assist Account Director with people performance evaluation, assessment, and succession planning • Build and lead teams effectively • Maintain high standards of performance and professionalism across all levels • Manage vendor contracts to achieve SLAs and KPIs at optimal cost • Capture and file background verification for new employees from vendors • Achieve contracted service levels and performance indicators • Meet contracted customer satisfaction expectations • Ensure resource management prevents disruptions to client business • Deliver savings initiatives where applicable • Execute agreed initiatives per client and JLL roadmap • Deliver on SLA and KPI commitments • Facilitate effective communication within the organization and with client management • Manage finance for both client and JLL • Drive continuous improvement in employee morale, client satisfaction, and cost savings • Lead diverse teams respectfully, cooperatively, and accountably • Manage multiple priorities and deliver results in a fast‑paced environment

Key Responsibilities

• ▸ims deployment
• ▸sop standardization
• ▸mis reporting
• ▸site audits
• ▸vendor management
• ▸customer relations

What You Bring

• Demonstrate usage of training tools for self‑development • Deliver excellent customer service • Exhibit strong interpersonal and general management skills • Hold a Bachelor’s or Master’s degree or equivalent • Minimum 15 years of relevant facility/property management experience • Demonstrate exceptional customer service skills and passion for account management • Collaborate effectively with strong interpersonal abilities • Exhibit excellent verbal and written communication skills • Possess strong organizational and process management capabilities • Prioritize independently with strong time‑management skills • Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook)

Requirements

• ▸bachelor's
• ▸15 years
• ▸microsoft office
• ▸customer service
• ▸interpersonal
• ▸time management

Work Environment

Onsite