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Global Operations Lead-Experience Services and Facilities Ma

Company: Jones Lang LaSalle Incorporated
Location: Chicago
Posted on: February 25, 2021

Job Description:

Global Operations Lead-Experience Services and Facilities Management Chicago, IL JLL's Global Corporate Solutions Operations group is seeking a versatile Global Operations Lead to specifically lead our global operations platform for Facilities Management and Experience Services (FM/ES). Reporting into the Executive Managing Director, Global Operations, the role will play a critical role in enabling the delivery of best-in-class FM/ES Products and Offerings to our Enterprise and Scaling clients around the world. FM products/services include the oversight and management of administration, work order management, legislative compliance, helpdesk. Site services includes waste/recycling removal services, janitorial, landscaping, pest control, roads and grounds, and customer service training. ES includes hospitality services, reception & security check in, health & wellness services, child care, meeting room and conference center management, transportation management, food and beverage services, and Hx Management training. The Responsibilities What this job involves: This position requires a talented and experienced operations leader with a proven track record of driving operational excellence and cultural change at a global scale. This individual will: Work closely with the Global FM/ES Product Team to define and deploy service delivery standards for our products and ensure operational feedback from the field is built into the product roadmap. Own the development, definition and deployment of Level 2 SOPs to operationalize our products. Specifically, take ownership for the development, maintenance and deployment of the Global FM/ES Playbook Relentlessly identify opportunities for cost optimization, process digitization and performance improvement, partnering with Operations Enablement, Product, Account Leadership, JLL Technologies and JBS Manage a cost center to budget as well as achieve productivity targets for our on-account delivery jointly with our account leadership teams Provide management oversight and functional leadership to our regional and country-level platform teams that are supporting on-account delivery Take ownership for the development of a community of practitioners, including career paths, communication, learning & development curriculum etc. Be directly responsible for the talent management of top FM/ES talent. Specifically, develop the roadmap for and oversee the required upgrade of our FM/ES talent to support the next generation of FM/ES products (esp. digital, HX) Implement an Operational Risk Management framework for FM/ES services globally in partnership with Quality & Compliance leadership Work closely with Supply Chain on vendor requirements and strategy to support FM/ES delivery, particularly in the areas of catering and cleaning Support Account Management in client management activities (presentations, client innovation boards, sales pursuits), be available to provide senior functional thought leadership to clients Manage major service delivery failures in conjunction with senior account leadership Support sales efforts where required, including identification of expansion opportunities, costing of non-standard client requests, support of client pitches and sales/renewal strategies, Key success metrics for this role include: Delivery against financial targets - both direct budget and indirect efficiency savings Delivery against service standards - account and client feedback on service delivery quality, consistency, adherence to scope/spec, number of service failures Achievement of talent objectives as per talent development program Peer feedback on partnership within JLL, particularly with Product, Account Management and Sales Ideal candidate should have: 15-20+ years of facility management or hospitality/soft services operations leadership experience across a broad geography and variety of accounts, ideally with extensive experience working globally A proven track record of driving efficiency into business operations. Experience in leading digital process transformations a plus Strong understanding of the commercials of our business and the available levers to optimize margin Highly knowledgeable of soft services required by corporate occupiers, including a strong understanding of the industry landscape, including competitive trends and vendors Experience with successfully leading through cultural and organizational change Strong ability to manage to a budget and deliver on financial commitments Knowledge from working with Workplace Experience development and operations. Competencies and Skills Required Leadership Skills: Exceptional communication skills. Ability to clearly articulate messages to a variety of audiences. Establish and maintain strong relationships on all levels of organization and with clients Strong cultural alignment: unwavering ethical standards; drives excellence and innately collaborative Strategic in nature, with a strong bias towards transformation and execution Inspirational Leader, stimulates action with a balanced leadership style of control and influence, creates a following Operates with a sense of urgency Decisive - willing to take risks and make decisions Influencing and Team work: Ability to influence others and move toward a common vision or goal. Able to work effectively at all levels in an organization and within a matrix organization. Must be a team player and able to work collaboratively with and through others Project Management Skills: Knows how to effectively structure, staff and manage projects and teams to insure there is clarity of expectation, timely execution, corrective action when needed and successful outcomes. Prioritization: Ability to balance the demands of a very large day-to-day operation with the need to transform service delivery processes, skills sets and platforms Analytical Skills: Takes a strategic perspective to problem solving. Has a structured approach to problem solving with a natural inclination for planning strategy and tactics. Drives to fix the ultimate root causes to drive sustainable change. Character with high perseverance and resourcefulness required to keep driving and finding ways to get the required steps done. Flexible and adaptable; able to work in ambiguous situations. Resilient and tenacious with a propensity to persevere. Forward looking with a holistic approach JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For additional details please see our career site pages for each country. For employees in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here . Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest. Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at Accommodation.Reques@am.jll.com . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. Posted 6 Days Ago Full time REQ129057 About Us JLL (NYSE: JLL) is a leading professional services firm that specializes in real estate and investment management. JLL shapes the future of real estate for a better world by using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities. JLL is a Fortune 500 company with annual revenue of $18.0 billion, operations in over 80 countries and a global workforce of more than 93,000 as of December 31, 2019. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.

Keywords: Jones Lang LaSalle Incorporated, Chicago , Global Operations Lead-Experience Services and Facilities Ma, Other , Chicago, Illinois

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