Area Operations Manager (M4 Corridor)

Area Operations Manager (AOM)

Regional cleaning operations leadership across multiple sites

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

The Role

The AOM is the person regional cleaning delivery runs on. Rather than being anchored to a single building, you hold a portfolio of contracts – moving between sites, understanding each one’s budget and client relationship, and stepping in wherever standards need lifting. When a Site Manager hits something they can’t resolve alone – a client escalation, a sudden gap in cover, a KPI slipping – you’re the person they call, and you bring the regional mobile team with you when extra hands are needed. You’re responsible for implementing the strategic direction of cleaning operations across your patch, and for making sure every site under your remit reflects an engaged, positive team culture in line with JLL’s vision and values.

Key Responsibilities

Leadership You lead the cleaning teams across your sites, working to create a positive, motivational and supportive working environment wherever you go. That means advanced planning of all cleaning operations – including periodic tasks with clear schedules and sign-off – so nothing falls through the cracks between sites. You put real focus into training and developing teams, building good working practices with a vision that covers both the cleaning operation itself and the customer experience it creates. Excellence has to show up consistently: security, health and safety, compliance, cleaning standard, colleague appearance and presentation (a full, clean uniform, every time), and the everyday courtesy of guest and staff interaction.

Best Practice and Innovation You’re the professional point of support for the business on service-related and contractual matters, holding high standards while staying flexible enough to meet changing operational needs – and you’re expected to suggest new initiatives that keep improvement and best practice moving. Cleaning feedback and complaints are yours to own through to conclusion, and you work closely with stakeholders and departments across the business to add value and promote teamwork throughout. On the operational side, you manage and report on cleaning budgets across your sites with full transparency, including forecasting, and you control the delivery of colleagues’ rosters to ensure compliance is always maintained. You lead the team in managing absence and holiday records – sickness and annual leave included – organising non‑agency cover wherever possible to avoid staff and qualitative shortfalls. Monthly audits are run to keep cleanliness and safety standards high, and you manage recruitment, induction, development and retention so that good people stay. Quality and compliance sit at the centre of the role: adequate performance measures (KPIs and SLAs) are adhered to, with any failures resolved professionally and clear next steps made visible to all; quality audits are conducted to ISO9001 requirements; and strict compliance with the Data Protection Act, GDPR and associated regulations is non‑negotiable.

Team Management You lead and support your direct reports in an engaged, positive manner, and hold them to delivering exceptional operational standards alongside genuinely meaningful building user interaction. Working with the Senior Leadership Team and Operations Management, you forward‑plan staffing to ensure capacity is met – paying particular attention to how the service scales during peak periods without sacrificing SLAs. Every team member should feel valued: annual job chats identify who wants to progress their career, and you work with HR and L&D to put development plans in place where possible. You also work alongside HR and L&D to deliver Customer Experience training for colleagues, participating yourself where necessary, and identify training needs for your direct reports so the SLT can shape training plans for the wider cleaning and operational team.

Communication Effective operational communication – meetings, handovers, reporting – has to run smoothly across every site you cover. You attend daily, weekly and monthly business progress meetings and team meetings as required, and deliver concise, clear written reports that aid company communication both internally and externally. Confidentiality is absolute: when communicating with a client, you make sure internal JLL information is never shared.

Brand Enhancement You ensure your own behaviour and your team’s reflects the JLL Brand and Culture, and you actively look for opportunities to drive a more sustainable service. The aim throughout is to consistently exceed customer expectations and deliver long term, sustainable customer satisfaction.

Key Performance Indicators

• Staff attrition rate below the National/Company standard
• Direct reports utilising Timegate, with training completed on ‘Let’s Connect’
• Number of client compliments and complaints
• All mandatory training up to date
• Monthly Toolbox talks delivered and evidenced
• H&S tours up to date
• Agency targets adhered to
• Contract KPIs achieved
• Dimensions Reports to: Client Relationship Manager

Qualifications

• Microsoft Outlook
• Word
• Excel
• Experience in operational management
• Experience in developing others
• DSB cleared or IOSH or equivalent
• Able to have difficult conversations
• Demonstrates high personal standards
• Innovative and creative

Desirable: Maths and English GCSEs or equivalent

Location: On-site - London, GBR

Job Tags: Solid Waste Management

Equal Opportunity Statement

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 HRSCLeaves@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.

About JLL

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAY.

JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.

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