Senior Director, Operations & Program Management

What this job involves:

The Senior Director will oversee the delivery of facilities services for a regional portfolio, acting as the primary client contact and developing strategic plans. Key responsibilities include managing team and vendor performance, ensuring compliance with health and safety standards, driving cost-saving initiatives, and overseeing small construction projects. The role also requires developing strong client relationships, managing budgets, and identifying financial efficiencies. The ideal candidate will have a Bachelor's degree or diploma in a relevant field, at least 8 years of experience in facilities or property management, and a minimum of 5 years of experience managing diverse teams. Strong communication, financial management, analytical, and organizational skills are essential.

What your day-to-day will look like:

Service Delivery

• Manage the delivery of facilities services to the regional portfolio in accordance with all agreed policies, procedures and contract scope
• Act as a primary point of contact for the client.
• Develop and implement the strategy and annual management plan for your portfolio.
• Manage team members at a management level to ensure the performance of their teams as well as maintenance and upkeep of the facilities and address issues or escalations.
• Manage vendor performance ensuring services are delivered in accordance with the contract and to agreed standards.
• Document and action poor performance to correct the issue.
• Maintain reliability of systems and improving consistency across the portfolio.
• Develop and implement innovative programs and processes that reduce short and long term operating costs and increase productivity.
• Ensure compliance with all health, safety, environment and risk management policies and procedures.
• Support account wide initiatives such as compliance reviews, audits, training programs and other initiatives as appropriate, through driving implementation at a portfolio level.
• Drive initiatives such as savings programs, benchmarking, best practices and continuous improvement.
• Be accountable for the delivery of moves, adds, and changes as well as small construction projects as required and act as the area point of escalation.
• Coordinate and engage internally with other teams which may include fitness, food services, massage, transportation, security and capital projects.
• Lead vendor contract procurement activity for your area and support the sourcing SME on account wide sourcing events.
• Support other account or JLL SMEs to bring value to the client and facilitate engagement.
• Conduct audits to ensure data integrity of all systems across the area.
• Deliver portfolio management reports as required under the agreement with the client and as requested.
  
  

Client Relationships

• Proactively 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.
  
  

Finance Management / Cost Control / Profitability

• Achieve or exceed operational expenditure for portfolio, manage within agreed budgets, and identify efficiencies and savings where possible.
• Manage the annual budgeting and quarterly forecasting processes for your portfolio.
• Prepare current financial year budget spend reports (actual vs. budget, variance etc.), analyze expenditure and demonstrate value or alternative efficiency initiatives (cost savings or increased account profitability).
• Manage payments to vendors where applicable, using available systems, complying with all relevant policies and procedures.
• Develop and approve the annual capital plan for each building, interfacing closely with the client representative.
• Ensure compliance within delegated financial and contractual authorities.
  
  

Leadership/Staff Management

• Lead, manage, develop and supervise a professional, friendly, creative, energetic, and detail oriented team of management level staff in the delivery of extraordinary workplace services
• Provide excellent onboarding, training, and team building
• Actively support an environment of teamwork, co-operation, performance excellence and personal success
• Participate in performance management and personal development planning for members of the team
• Align with facilities leadership team as a manager and act in a manager capacity for anything at the site/s within your region
• Act as an ambassador for JLL, adopting and maintaining the firm’s core values of Teamwork, Ethics and Excellence
  
  

Qualifications:

• Bachelor’s Degree or Diploma in Business Administration, Property or Operations Management would be an advantage.
• Minimum 8 years experience in facilities, property management or related field.
• Minimum 5 years experience managing a diverse team.
• Proficiency in a range of information technology tools and platforms.
• Excellent communication and relationship management skills.
• Finance management skills and experience.
• Strong analytical, organizational and presentation skills.