Operations Manager London, England
Job description
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.
Objective of the role
The Operations Manager is responsible for managing the high standard of operational services in Horizontal and Vertical Cleaning, Front of House, Security and Amenity (including food & beverage) services required at 40 Leadenhall, ensuring consistent, seamless, and efficient standards are met, to ensure the Occupiers and their visitors can focus on their core business.
The Operations Manager ensures that the service partners allocated perform as a cohesive team reflecting the vision and ambition of 40 Leadenhall. The role requires the effective management of these partners to provide the services within the agreed scope, budget and in accordance with their contractual obligations, SLA’s and key performance indicators. The Operations Manager is also responsible for effective communication and adaptability with service partners and continuously seeking collaboration and innovation.
The delivery of services is for maximum customer satisfaction, by fostering strong and long-lasting working relationships with all stakeholders ensuring they are kept up to date with operational events within the building either by direct communication or via the dedicated 40 Leadenhall App, of which the Community Team are responsible for keeping relevant and succinct to information.
The Operations Manager will work in collaboration with all members of the 40 Leadenhall team as well as deputising in the absence of the Head of Operations and escalating matters of importance to key Heads of Department.
Job Requirements;
Operational/ Technical
Develop and implement operational best practices and working initiatives
Identifying any improvements to the customer journey & experience including technologies and presenting them to the 40 Heads Team. We want to be ahead of the curve with market leading innovation
Carry out all other general operational tasks as directed by the Head of Operations within an appropriate timeframe
Implement continual improvements to the department’s service delivery
Ensure building regulations, statutory obligations, legislative compliance, and best working practice are delivered
Effectively contribute to the completion of 40 Leadenhall Activity Calendar and significant building events. I.e. Annual evacuation exercises, monthly scenario testing, audits, events and document review
Customer Orientation
Manage the ‘concierge’ lifestyle services within the Reception service ensuring it supports and meets the requirements of the Community Strategy
Foster and develop a unique One Team relationship between the management team, service partners and all other stakeholders to create a seamless and unified customer experience
As above ensuring collaboration with retailers, amenities & F&B providers
Engagement & Communication
Manage all forms of allocated service partner communications, with all stakeholders, in accordance with the 40 Leadenhall communications plan
Present with confidence in delivering training and presentations to colleagues and peers
Support the Soft Landings Manger at occupier pre-start meetings for fit out to ascertain operational requirements and deliver key information regarding the service strategy for 40 Leadenhall
Adopt and communicate the team and building brand visions and values in undertaking all duties, ensuring those working within your department and under your management follow your lead
Contract and People Management
Engage with allocated service partners and develop a partnering ethos with their senior management, account management and operatives. Ensuring all Service Partners operate as a collective and collaborative 40 Leadenhall team
Lead by example to represent the brand values and deliver set objectives
Develop and implement procedures, standards and guides for operational excellence
Ensure that any one-off and non-contractual operational tasks are fulfilled to a high specification and within a dedicated timeframe, to include out of hours services for occupier events and special projects
In contracts you are responsible for, continually improve 40 Leadenhall service partner’s productivity standards
Contract Management includes but not limited to: Horizontal and Vertical Cleaning, Security, Reception, Amenities (incl F&B) and (in conjunction with Engineering department Fabric Maintenance)
Effectively manage the allocated service partners and their contract performance, including managing key relationships, monitoring contract administration, and driving operational improvements; ensuring work output is in line with contractual obligations
Meet monthly with core service partners and ensure Key Performance Indicators (KPIs), Service Level Agreements (SLA’s) and reports are completed promptly and accurately
Finance, Technology and Commercial Acumen
Ensure all contracts are maintained within the agreed budget, and seek alternative ways to improve customer service and reduce expenditure
Assisting with the formulation and management of the annual 40 Leadenhall service charge and non-recoverable budgets
Working knowledge of Microsoft Office software, with an emphasis on Excel.
Identify and capture operational data to improve the effectiveness and efficiency of service value, performance and excellence
If 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.
