Senior Operations Manager

Job Description:

As a Client National Facilities Manager, you will play a critical role in driving strategic client engagement and overseeing facilities management service delivery. Your primary responsibility will be to develop and maintain key relationships with clients and stakeholders through regular site visits, while building strong connections with functional leads and operational staff at all levels.

The role involves managing monthly operational reporting processes, co-chairing meetings, and supporting the Relationship Director in developing service specifications. You will also handle internal reporting requirements, oversee client portals including audits and training, and collaborate with Business Development teams on growth opportunities.

In addition, you will monitor facilities team site attendance to ensure proper asset validation, safety inspections, and condition assessments, all while assisting the Relationship Director in nurturing strong client relationships across assigned entity portfolios.

Main Responsibilities:

• Develop and execute operational strategies aligned with organization goals, ensuring consistency and compliance across assigned Entities.
• Track maintenance requirements, review asset registers, and ensure compliance management and financial oversight for assigned Entities.
• Identify process improvement opportunities to streamline operations, eliminate inefficiencies, and resolve difficulties with minimal disruption.
• Provide 24/7 support for after-hours services and serve as key contact for facilities management within the Entities portfolio.
• Collaborate on budget development, including Entity-specific budgets and operational expenses (Travel & Expense).
• Establish and monitor KPIs aligned with client feedback, annual scorecards, and performance objectives set with Property Management.
• Provide leadership to operational teams, assist in staff recruitment and training, and foster effective collaboration.
• Ensure compliance with regulations and business conduct guidelines while proactively identifying and mitigating operational risks.
• Maintain workplace health and safety standards, including reporting near misses and incidents according to protocols.
• Prepare regular performance reports and develop reporting solutions to support the Facilities Management Vertical and Senior Leadership Team.

Requirements:

• Minimum 5 years' experience in a Strategic, Multi-X Account Management environment.
• Strong Business & Financial Acumen.
• Strong oral and written communication skills are essential. Ability to develop and lead a team and liaise effectively with all stakeholders to successfully deliver on outcomes.
• Tertiary qualification in Building or Facility Management or Business Administration would be an advantage but not essential.
• Strong computer skills including Microsoft suite of products essential.
• Experience in handling client sensitivities, knowing when to escalate with urgency and how to de-escalate key risks.
• Knowledge of HS&E requirements.
• Knowledge of vendor management for specialized services.
• Ability to obtain and hold an AGSVA Clearance and/or any additional associated Entity clearances.
• Must be an Australian Citizen.

Benefits:

• 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 Us:

At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.

We bring to life a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.