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.
Role Purpose:
The UK Operations Manager is a senior leadership role responsible for the overall strategic and operational management of Amazon account. This position combines commercial acumen, client relationship management, and operational oversight to ensure contract profitability, client satisfaction, and continuous service improvement across all sites in the UK.
Key Responsibilities
Strategic Account Management
- Create and own strategic account plan
- Create and own UK risk register
- Create account continuous improvement initiatives
- Manage ad hoc improvement plans
- Manage client expectations via escalation plan
- Create proposals for contract renewal
- Deliver monthly performance reporting and QBRs to clients
- Prepare comprehensive packs for QBR meetings
- Create monthly performance reviews
- Update account team on major escalations
Safety & Leadership Oversight
- Lead near miss and good catch reporting programs
- Conduct auditing and site audits
- Oversee engineering health and safety compliance
- Lead 2,2,2 reporting for safety and leadership
- Conduct accident and incident investigations
- Promote driver safety programs
- Ensure all statutory, mandatory, and routine inspections are completed
- Promote and ensure compliance with Health, Safety, and Environmental policies
- Conduct job audits
Team Leadership & Performance Management
- Manage overall team performance
- Lead development and leadership initiatives for people
- Management of attendance and holiday planners
- Management of new starter processes
- Set team goals and communicate strategic priorities
- Ensure team members are fully equipped through regular 1:1s, training, coaching, and development activities
- Lead twice daily performance management calls with Engineering maintenance team.
- Conduct performance reviews and development discussions
Contract & Commercial Management
- Manage contract variations
- Oversee ongoing review of cost-to-serve
- Manage debt management processes
- Understand and apply various contract types
- Ensure vendor competence and value for money
- Support client with commercial and technical expertise
- Oversee SFG governance
- Manage quoted works
- Review and approve annual POs to be raised for PPMs
- Oversee application sign-off
Financial Management & Commercial Acumen
- Manage debt management and collections
- Oversee cost-to-serve optimization
- Review contract variations and commercial implications
- Manage WIP (Work in Progress) - final stage
- Approve application signoffs
- Review quotes for cost competitiveness (first review)
Technical & Operational Oversight
- Oversee management of technical teams
- Ensure PPM injection and asset management processes
- Manage asset collection reviews (technical)
- Coordinate work schedules to minimize disruptions and optimize efficiency
- Ensure any immediate remedial actions from sub-contractor delivery are recorded and actioned
- Oversee Samara checks
- Review PPM schedules
- Manage operational performance of engineering team
Client Relationship Management
- Deliver monthly performance reporting and QBRs to the client
- Manage client expectations via escalation plan
- Handle vendor reports
- Manage customer complaints process
- Prepare and present QBR packs
- Create monthly performance reviews
Resource & Operational Management
- Manage out-of-hours (OOH) rotas
- Oversee management of diaries for sickness and absence
- Ensure company standard operational procedures are implemented and adhered to
- Manage training matrix
- Oversee vehicle management
Key Accountabilities
Contract Performance
- Accountable for overall contract performance against KPIs and SLAs
- Ensure delivery of exceptional client service across all touchpoints
- Drive continuous improvement and operational excellence
- Maintain contract profitability and commercial viability
Client Satisfaction
- Primary point of contact for senior client stakeholders
- Conduct regular QBRs and performance reviews
- Manage escalations and resolve complex client issues
- Build and maintain strong, trusted client relationships
Team Development
- Lead, develop, and coach operational teams
- Create high-performing, engaged teams
- Ensure adequate resource planning and capability development
- Foster a culture of safety, quality, and continuous improvement
Commercial Success
- Manage contract P&L and financial performance
- Identify and deliver cost o
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UK Operations Manager employer: JLL
At JLL, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our EMEA Small Works Program Lead role not only provides opportunities for professional growth through diverse project exposure but also ensures a supportive environment where governance and risk management are prioritised. With a commitment to employee development and a focus on meaningful contributions, JLL stands out as a rewarding place to advance your career in facilities management.
