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What This Job Involves:
As the Workplace Manager, you will serve as the autonomous operational lead for integrated facilities management (FM) services across a multi-building campus environment. Operating independently as the sole JLL point person on-site, you will be accountable for end-to-end service delivery, operational excellence, client relationship management, and financial performance within a complex operational landscape.
This role requires exceptional autonomy, sound judgment, and the ability to lead through influence. You will foster a cohesive team culture among on-site JLL cleaning and engineering teams who matrix report into this role, integrating independently operating service lines into unified, client-focused delivery. You will build trusted relationships and drive alignment across multiple stakeholders including the client, internal JLL service teams, campus landlord facilities management, and neighbouring service delivery partners operating within the same estate.
A critical dimension of this role is your ability to create seamless coordination and shared operational standards across organizational boundaries, ensuring a unified campus experience whilst maintaining the agility to make independent operational decisions and respond to urgent situations with confidence and professionalism.
What your day-to-day would look like:
Day-to-Day Operational Management & Decision-Making
- Take full operational ownership of the site, making independent decisions on day-to-day service delivery.
- Approve emergency works and authorize necessary interventions to maintain business continuity, safety, and service standards.
- Execute work order management using CAFM system, ensuring completion rates within SLA parameters.
- Coordinate JLL-delivered cleaning and engineering services, ensuring consistent service delivery that meets or exceeds established SLAs and client expectations.
- Conduct regular site inspections and quality audits, documenting findings and working collaboratively with service teams and external partners to implement corrective actions and drive continuous improvement.
- Respond to urgent service requests and escalations with agility and professionalism, deploying resources effectively to minimize disruption and maintain exceptional workplace experiences.
- Lead emergency response coordination and business continuity planning, acting decisively in critical situations.
- Support appropriate staffing models and resource allocation across all functions.
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Stakeholder & Relationship Management
- Serve as the primary point of contact for the client on all facilities matters, building trusted relationships through proactive communication, transparency, and responsive problem-solving.
- Build and maintain productive working relationships with campus landlord facilities management teams, understanding their operational priorities, service standards, and estate-wide initiatives.
- Collaborate effectively with neighbouring service delivery partners operating within the same campus, fostering open communication, shared problem-solving, and alignment on common goals such as health and safety, sustainability, and campus experience.
- Act as the escalation point for service delivery challenges, ensuring swift and effective resolution in collaboration with all relevant parties.
- Facilitate regular client touchpoints and cross-stakeholder forums, setting clear expectations, addressing concerns, and fostering a collaborative environment where all parties work toward shared success.
- Report directly to the Account Director, providing regular operational updates, flagging strategic issues, and collaborating on account development opportunities.
- Proactively identify emerging client needs and support identifying solutions.
- Foster a culture of collaboration, innovation, and continuous improvement.
Performance & Financial Management
- Monitor and analyze key performance indicators (KPIs) and service metrics, preparing comprehensive reports and presentations that provide actionable insights to both the client and internal stakeholders.
- Support digital transformation initiatives including adoption of Corrigo and Azara.
- Work with suppliers to leverage relationships to ensure FM spend-related Accounts Payable KPIs (Open POs, GRNV, and UMLV) are maintained by chasing invoices or supplier statements where necessary.
- Coordinate with JLL service delivery teams and any external suppliers to ensure seamless service integration and performance accountability.
- Support P&L management for profitability and growth targets, working with the Account Director on financial planning and forecasting.
- Exercise sound financial judgment in operational decision-making, balancing cost efficiency with service quality and client satisfaction.
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Matrix Leadership & Team Integration
- Foster a strong team culture among on-site JLL cleaning and engineering personnel, building trust, collaboration, and shared accountability despite matrix reporting structures.
- Integrate independently operating service lines into a cohesive, unified delivery model that presents a seamless client experience.
- Provide operational direction, coaching, and performance feedback to matrix team members, influencing service quality and team behaviors through leadership presence and relationship-building.
- Champion a culture of collaboration, innovation, and continuous improvement across all on-site service teams.
- Facilitate regular team communications, recognizing contributions and addressing challenges proactively.
Health, Safety & Compliance
- Coordinate workplace health, safety, and compliance requirements across all FM operations, ensuring vendors and internal teams adhere to regulatory standards, client policies, and JLL's commitment to workplace wellbeing.
- Foster a proactive safety culture among all on-site teams, leading by example and holding service teams accountable to the highest standards.
- Support execution of HSSE assessments and hands-on HSSE activities.
- Comply with JLL global standards and procedures once informed of the requirements.
- Cooperate with management in HSSE matters, including the assessment of risks and any control measures identified.
- Report accidents, incidents, near misses, faults, and deficiencies to your manager.
- Complete HSSE training as directed.
Sustainability & Environmental Stewardship
- Execute daily sustainability practices including energy management, waste reduction, and water conservation programs at the facility level.
- Coordinate recycling and waste management programs, monitoring waste diversion rates and promoting environmentally responsible practices.
- In partnership with cleaning teams, implement green cleaning protocols and sustainable maintenance practices, ensuring use of environmentally preferred products.
- Support sustainability initiatives and identify opportunities to enhance the client's environmental performance.
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