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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 to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
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, raising necessary POs when required
Oversee and track FM small works including capex works and site decommissioning through Smartsheets
Create and own Regional sustainability programme in Smartsheets, providing quarterly updates on Regional outcomes including savings and required capital
Create and own Regional asset list in Smartsheets, ensuring asset lists remain current and assets are confirmed as recycled/removed/landlord owned; report to tax & assets team
Audit Regional work apps weekly, approximately first Friday of each month
Provide data collation for Regional CRE requests including I&D, F&B, portfolio metrics as required
Own decommissioning processes and guide local FM teams during office closures or transitions, working with IT to ensure assets are reused across portfolio to reduce wastage and costs, maintain current stack plans, and consult local stakeholders
Support wider management team and service line leads with initiative deployment, transformation execution, leadership sessions, team engagement activities and hub analytics
Manage EMEA BI & performance reporting, data and system integrations
Act as resource for team queries across portfolio via monthly Q&A sessions with Regional team and in-person hub and leadership meetings
Ensure Smart Buildings technology is implemented effectively and utilized optimally; provide guidance to Performance Lead
Drive branding and communications alignment across EMEA
Innovation and Continuous Improvement
Continuously identify thought leadership, innovation and best practice examples to bring to client from JLL central team and external sources
Identify and recommend improvement opportunities across FM scope and wider Real Estate function
Regional Alignment
Lead alignment and consistency activities across EMEA to ensure regional collaboration and standardization
Support Account Directors in EMEA by reviewing all FM Team activities to identify alignment opportunities
Proactively identify improvement areas, best practice sharing and "one team" opportunities
Lead alignment and consistency activities across EMEA to ensure optimal regional collaboration and standardization
Closely support the Account Directors in EMEA by reviewing all FM Team activities to identify alignment opportunities
Proactively identify improvement areas, best practice sharing and tangible "one team" opportunities
Act as point of contact to support hub meetings, including travel arrangements, hotel bookings, and activity coordination. Assist teams in creating meeting agendas and topics of discussion
Support the Account Lead in selection of swag items and promotional materials to support JLL and client engagement initiatives
Facilitate monthly Regional Q&A sessions with EMEA team leads to address queries and provide operational guidance
Conduct quarterly hub-specific meetings and site visits (e.g., London, Geneva) to ensure localized support and alignment
Drive branding and communications alignment across EMEA, ensuring consistent messaging and visual identity
Coordinate Regional All Hands meetings on a quarterly basis, developing content and delivering presentations
Manage Regional account communications including Slack channels, email updates, calendar invites, and team announcements
Oversee "Our Places" EMEA office review program, conducting quarterly assessments of top locations and annual reviews of the full portfolio
Support cross-regional networking with other accounts to identify opportunities for knowledge sharing and best practice transfer
Coordinate Regional employee engagement initiatives to increase culture and visibility across dispersed teams
Facilitate Regional succession planning reviews and organizational change tracking
Lead Regional People Survey cascade (twice annually), analyze results, and develop improvement action plans
Oversee Regional training matrix rollout and completion tracking in collaboration with Hub Leads
Manage Regional travel request process, including approvals and tracking against budgets
Coordinate Regional case study development and sharing (monthly cadence) to highlight successes and learnings
Qualifications
Required
Minimum 8-10 years of experience in workplace operations, facilities management, or integrated facilities management with demonstrated complexity
Proven experience managing multi-site operations across EMEA with diverse regulatory environments
Strong understanding of workplace trends, flexible working models, and employee experience strategies
Demonstrated success in vendor management and complex contract administration
Exceptional organizational skills with proven ability to manage high-volume, competing priorities simultaneously
Strong financial acumen including budget management and cost optimization
Experience leading and developing teams in a matrix organization across multiple countries
Advanced proficiency with data analytics, reporting systems, Smartsheet, and Business Intelligence platforms
Exceptional attention to detail with proven accuracy in high-stakes environments
Fluency in English required; additional European languages highly desirable
Proficiency in workplace management systems, Building Management Systems, and Microsoft Office suite
Preferred
Professional certifications such as FMP, CFM, or IWFM
Bachelor's degree in Business Administration, Facilities Management, Real Estate, or related field
Experience in commercial real estate or professional services environment
Knowledge of sustainability and ESG principles in workplace operations
Experience with workplace technology platforms and smart building systems
Background in business intelligence and advanced analytics
Location
This role is based in London with regular travel required across EMEA locations.
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If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
