Director of Operations

The Director of Operations is accountable for developing and implementing an operational plan which will ensure JLL is well managed and promotes a healthy long-term relationship with our client. This executive leader anticipates client needs and delivers to outperform on the key performance indicators and obligations within the contract, oversees Performance Management (Business Intelligence/Technology), Risk Management, Sustainability, Supply Chain and HSSE teams. In addition, this role will lead Account-wide Initiatives and develop a continuous improvement program. The Director of Operations creates and manages high performing teams which not only delivers operational excellence, but keeps employees engaged and thriving and also understands the firm’s strategy and goals and can translate those into the business opportunities. This role supports the Account Executive and collaborates and integrates heavily with senior on-account and off-account leaders.

What is your day to day?

Exceeding Client Expectations

• Align to the vision of the account plan ensuring key objectives and driving high quality results which helps secure future relationship with client
• Establish Capital Asset renewal program, support development of Capital Plan Program to drive Cost savings, Spend Initiatives and foster future planning
• Ensuring account data is accurate in Corrigo in order to utilize proactively for decision making and problem solving
• Drive account growth by articulating value proposition and ensuring expansion of services provided
• Establish outstanding relationships with key stakeholders by soliciting feedback and excelling at world-class client service delivery
• Oversee account technology and Business Intelligence program ensuring leading edge reporting
• Oversee the appropriate monthly/quarterly/annual reporting appropriate for the client
• Provide guidance and leadership to Account Communications team
• Provide guidance and leadership to Compliance team
• Effectively communicate with client counterparts
• Responsible for building integrated processes to support account efficiencies
• Ability to manage a wide variety of customer habits and behaviors and drive consistency across the Portfolio as well as being keenly aware of trends within the industry

Building High Performance Teams

• Ensure highest qualified candidate is hired for all roles within oversight and development plans to ensure talent growth and succession
• Build actionable and measurable career development plans for all direct reports
• Create an environment of exceptional performance among our teams and a desire to elevate our clients to achieve their goals and outcomes
• Leads account-wide initiatives and continuous improvement program

Achieving Financial Results and Contributing to Firm’s Revenue Growth

• Align to an annual account plan which includes key objectives, client satisfaction results, summary of value-add activities, and outlines targeted expansion plans
• Proactively manage to the account budgets and identify opportunities to generate additional revenue on the account
• Mitigate risk by ensuring proactive reduction of risk in activities and controls

Attributes

• Exemplary executive presence – has the gravitas and sophistication to appropriately command the room both internally as a leader and more importantly externally with clients
• Strategic mindset – able to see big picture and future direction of the business, then translate into achievable new business development opportunities
• Financially astute – commercial oriented, strong financial acumen
• Results driven – takes corrective action quickly and decisively when performance falls short, and redirection is required; highly collaborative with exceptional integrity
• Commercially astute: quickly recognizes the different levers to pull to drive growth and increase productivity
• Transformational leadership – leads change with energy and resilience to propel the business forward; has the courage to make complex decisions and take calculated risks; adjusts style to accommodate individuals and the various phases of growth
• Operational comfort and experience with complex, large, and heavily matrixed organizations

Desired experience and technical skills:

• Seasoned leader with 10 years of Corporate Real Estate Experience in multiple disciplines including Project Management, Facility Management, Program Management, Transaction Management, Business Intelligence, Technology Systems and Supply Chain Management.
• Proven experience presenting to Client Executive teams
• Proven capabilities in developing outsourced solutions for global, Fortune 500 companies,
• Experience developing processes and playbooks across multiple service lines to drive fundamental execution and predictive outcomes
• Extensive experience hiring, training, and retaining large teams of talent in a client service environment
• Has proactively managed complex budgets and large pass through spend
• Bachelor’s degree with a broad range of business and real estate experience
• Demonstrated leadership, interpersonal and customer service skills
• Outstanding written and oral communication skills
• Ability to effectively multi-task
• Strong interpersonal and communication skills
• Able to work in a fast-paced, changing environment with a sense of urgency
• Customer focused attitude
• Focused on continually learning new skills