Workplace & Operations Lead - EMEA in City of Westminster

An exciting opportunity for a Workplace and Operations Lead to join JLL's Integrated Facilities Management business. The role works with the EMEA Account Director to shape and lead the operations experience delivered to the client and client employees. The focus includes data quality, team integration, developing and implementing tools, and training to standardize high levels of customer service, while continually enhancing the operations experience for building users. The role also oversees all technology functionality across the account and ensures contractual, operational, and financial risks are minimized through efficient processes and procedures. This is a dynamic role covering Operations, Data Quality, Performance Excellence, Employee Engagement and Technology. The candidate should have effective communication skills, the ability to work independently, and strong problem-solving capabilities, with experience interacting with internal and external client stakeholders and proven leadership ability.

Responsibilities

• Regional Operational Coordination: support global initiatives, track operational requirements, and close out EMEA data deliverables.
• Business Intelligence & Performance Reporting.
• Oversight of Events & Experience delivery.
• Drive processes and procedures alignment and centralization across EMEA.
• Identify and implement innovations and best practices to support client Real Estate goals, Sustainability, and Employee Engagement initiatives.
• Manage all contractual and governance reporting requirements across the region for both JLL and the client.
• Lead Employee Engagement activities including communications, programs, and culture initiatives.
• Support the JLL Account Director and Client Team as required.
• Actively manage the Account KPI framework, measure progress against goals, and deliver quarterly metrics reporting with supporting data analysis.
• Drive process and platform efficiencies across the Regional Account, identify bottlenecks and implement improvements.
• Lead and track transformation and improvement programs across the region with measurable outcomes.
• Ensure account processes and procedures are implemented and adhered to for consistency, accuracy, alignment and operational efficiency.
• Lead regional transformation initiatives and provide comprehensive reporting on outcomes, savings, and benefits to both client and JLL.
• Governance: ensure FM staff and contractors comply with contract responsibilities with emphasis on SLAs and KPIs per the MSA agreement.
• Develop and implement policies and procedures for FM services across the region tailored to portfolio needs.
• Develop tools and systems to standardize process controls and ensure uniform Account Governance.
• Create and maintain site playbooks and welcome guides, ensuring documents remain current through ongoing refreshes.
• Vendor and JLL staff onboarding and offboarding via eTalent; conduct quarterly audits for accuracy.
• Risk Register Management: maintain and update a comprehensive risk register for the EMEA portfolio with mitigation strategies and escalation protocols.
• Document Control and Records Management: maintain a central repository of operational documentation with version control and accessibility.
• Change Management Governance: establish and enforce change control processes, including approvals, impact assessments, and stakeholder communications.
• Internal Controls and SOPs: develop and enforce Standard Operating Procedures for all operational activities across the region.
• Reporting: coordinate and deliver client reporting including monthly dashboards, quarterly KPI status, events analysis, business reviews, and sustainability updates.
• Own and manage the annual account plan, including focus areas, savings initiatives, and improvement initiatives.
• Data analytics on hub performance and regional portfolio; identify focus areas and implement solutions.
• Executive Reporting and QBR Presentations: prepare and deliver executive-level reports and presentations to senior leadership and client stakeholders.
• Strategic Planning Reports: develop long-term strategic planning documents and roadmaps with ROI projections.
• Benchmarking and Competitive Analysis: conduct industry benchmarking and market intelligence reporting.
• Transformation and Change Management Reporting: track programme progress, adoption rates, benefits realized, and change impact.
• Workforce Analytics: provide reporting on team performance, productivity metrics, and succession planning progress.
• Regional Comparison and Cross-Portfolio Analysis: provide regional analyses and share best practices.
• Ad-hoc Strategic Analysis: respond to leadership requests for strategic analysis and business cases.
• Employee Engagement: drive engagement initiatives, succession planning reviews, mentoring programs, and training oversight.
• Communication & CRM: manage internal/external communications and CRM channels, including quarterly newsletters.
• Leadership: mentor teams, promote engagement and customer service excellence, and lead cross-functional collaboration.

Qualifications

• Minimum 8-10 years of experience in workplace operations, facilities management, or integrated facilities management with demonstrated complexity.
• Experience managing multi-site operations across EMEA with diverse regulatory environments.
• Strong understanding of workplace trends, flexible working models, and employee experience strategies.
• Demonstrated success in vendor management and complex contract administration.
• Exceptional organizational skills with the ability to manage high-volume, competing priorities.
• Strong financial acumen including budget management and cost optimization.
• Experience leading and developing teams in a matrix organization across multiple countries.
• Advanced proficiency with data analytics, reporting systems, Smartsheet, and BI platforms.
• Exceptional attention to detail in high-stakes environments.
• Fluency in English; additional European languages are highly desirable.
• Proficiency in workplace management systems, Building Management Systems, and Microsoft Office.

Preferred

• Professional certifications such as FMP, CFM, or IWFM.
• Bachelor's degree in Business Administration, Facilities Management, Real Estate, or related field.
• Experience in commercial real estate or professional services environment.
• Knowledge of sustainability and ESG principles in workplace operations.
• Experience with workplace technology platforms and smart building systems.
• Background in business intelligence and advanced analytics.