Job Description:
Operations Director is responsible to provide outstanding client service by leading, monitoring and controlling all portfolio activity, with a focus on site operations, service contracts, sourcing, procurement, financial and team management. This role will also act as the single point of contact for the client on operational matters and support Regional initiatives by driving consistent implementation and delivery.
Leadership / Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Proactively manage the Account Team within Regionally Controlled, Locally Managed (RCLM) principles, act as a coach and mentor to Site Leads and key Account staff
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
Client/Stakeholder Management (in direct support of the Regional Account Director)
Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
Deliver an exceptional quality of service to the Client, as reflected by Client feedback
Operations Management
Ensure the delivery of all operational requirements as per the client scope of works across the APAC region
Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency across the hub/countries
Work with the respective account leads and site teams to address specific operational issues
Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
Actively work closely with the Regional Finance Manager and Site Leads to ensure that all site financial operations are meeting or exceeding targets and financial processes as well as controls are adhered to at all times.
Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures
Ensure data integrity of all systems across the Region and perform audits from time to time
Oversee and monitor SLA/KPI performance across the region and support hub/countries to address issues and ensure they are meeting or exceeding target scores
Generate reports and conduct presentations as per the service delivery requirements and overall account management.
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
Min. Bachelor’s degree in facilities management, building, business or other related field & minimum 5 years’ experience in facilities, property management, hospitality or related field in multiple countries across Asia Pacific.
Excellent verbal and written communication skills as well as presentation skills
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
Strong analytical, organization and administration skills
Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)
Client Focus & Relationship Management – ‘ I Value my Customers’
Demonstrates proactive & professional approach to customer service and stakeholder engagement
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
People Management and Team Leadership – ‘I am a Team Player’
Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels
Program Management & Organizational Skills – ‘I am Proactive’
Excellent planning & organizational skills to prioritize work and meet tight deadlines
Proven ability to manage multiple and complex operational matters on a daily basis
Problem Solving & Strategic Thinking – ‘I am Innovative’
Capacity to deal with ambiguity and solve complex problems effectively
Analytical, proven ability to solve problems using a quantitative approach
Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
Self-motivated and confident
Exhibits honesty & trustworthiness
Open to new ideas & willing to challenge status quo
Works well with diverse teams from various countries/cultures.
Industry
Commercial Real Estate
Employment type
Full-time
Experience
Director
Job function
Management
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