UK Operations Manager

JLL supports the Whole You, personally and professionally.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.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 ResponsibilitiesStrategic 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 escalationsSafety & 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 auditsTeam 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 discussionsContract & 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-offFinancial 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 teamClient 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 reviewsResource & 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 managementKey AccountabilitiesContract 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 relationshipsTeam 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 optimization opportunities· Drive contract renewals and growth opportunities· Ensure appropriate risk management and mitigation strategies· Required Skills & Competencies· Strategic & Commercial Leadership· Proven track record in managing large-scale facilities management contracts· Strong commercial and financial acumen· Strategic planning and business development capabilities· Contract negotiation and renewal experienceClient Management Excellence· Outstanding relationship management and stakeholder engagement skills· Ability to manage complex, multi-site client accounts· Experience in conducting executive-level QBRs and presentations· Strong problem-solving and conflict resolution abilitiesOperational Excellence· Deep understanding of facilities management operations· Knowledge of technical services, PPM, and reactive maintenance· Understanding of health and safety regulations and compliance· Experience with CAFM systems and performance reporting toolsLeadership & People Management· Proven ability to lead and develop high-performing teams· Strong coaching and mentoring capabilities· Performance management experience· Change management and continuous improvement expertiseCommunication & Influencing· Exceptional verbal and written communication skills· Ability to influence at all organizational levels· Strong presentation and facilitation skillsKey Performance Indicators· Client satisfaction scores (CSAT/NPS)· Contract financial performance (margin, cost-to-serve)· SLA/KPI achievement rates· Contract retention and renewal success· Safety performance (incident rates, compliance scores)· Team engagement and retention metrics· Revenue growth and upsell opportunities· QBR outcomes and action closure ratesQualifications & ExperienceEssential:· Significant experience in Hard Services account management· Proven track record of managing P&L responsibility· Technical Qualifications either Electrical/ Mechanical· Strong commercial and contract management background with minimum 5 years’ experience in managing Hard services contracts· Demonstrable client relationship management success· IOSH Managing Safely or equivalent H&S qualificationDesirable:· Relevant professional qualifications (IWFM, RICS, or equivalent)· Experience across multiple service lines· Track record of contract wins and renewalsIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.About JLL –We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together. #J-18808-Ljbffr