What this job involves - The Sr Director, Business Operations is responsible for integrating our services sub-regionally, leveraging account synergies and optimizing performance to drive operating efficiencies and effectiveness across the client’s portfolio. Primary areas of focus include leading efforts to integrate operations across sub-regions, driving initiatives from concept through implementation, risk and compliance, governance, performance management, staff optimization and account profitability and growth. The role works across all service lines, business support groups, cooperating with the other regions to ensure the account is well coordinated and operating at the highest levels to meet and exceed client expectations.
Major Responsibilities
Leadership
- Working with account leadership, develop and execute the vision and strategy of the account plan ensuring the client objectives and interests are met.
- Understand the client’s key business drivers, focus the team to ensure those priorities are aligned with account deliverables.
- Hire, attract and retain a team of top talented employees; improve team performance through regular coaching and feedback. Develop organizational depth through succession planning and Learning & Development.
- Ensure key initiatives are fully vetted, aligned with the client’s objectives, and implemented on a timely basis.
Risk and Compliance
- Identify, document, and manage potential operational risks; risks to KPIs, risks of client escalations, financial risk (client operating budget adherence and corporate P&L achievement)
- Ensure compliance with MFSA obligations thru regular assessment
Governance
- End to end contract management of MFSA, including change control, task orders, scope changes and renewals
- Manage action plans in support of client strategic initiatives
- Regularly gain input and direction from client ensuring alignment
Performance Management
- Define and manage performance measures for all service lines. Working with our Tech & Data team, utilize data and analytics to improve account results including cost reduction, service improvement, revenue generation and risk mitigation.
- Leverage business intelligence resources and tools to drive account improvements
Sourcing and Procurement
- In alignment with the contract, oversee sourcing and procurement program and team with an emphasis on cost efficiency and vendor performance.
Program Management
- Oversee several business support and program management functions including Workplace Experience, SME Programs, Business Support Workstreams, and other client and account specific programs.
Staff Optimization
- Right-size staffing levels and optimize staff performance, leverage resources across service lines and business support groups.
- Assess opportunities to drive routine work through JBS and other shared services.
Account Profitability and Growth
- Establish and manage efficiency measures for all service lines
- Support the development and achievement of service line and regional revenue growth plans
CRITICAL COMPETENCIES FOR SUCCESS
Technical Competence
- Understands all technical processes and impact on delivery of services (SOW)
Managing schedules, budgets, contracts, processes Quest for Excellence
- Account delivery optimization and continuous improvement
- Performance Management utilizing data and analytics
Problem Solving & Strategic Thinking
- Ability to connect technical matters with monetary and business drivers
- Capacity to deal with ambiguity and solve complex problems effectively
- Analytical, proven ability to solve problems using an objective approach
- Proven ability to take an enterprise-wide view to achieve long term solutions
Project Management & Organizational Skills
- Excellent planning & organizational skills to prioritize work and meet tight deadlines
Other Personal Characteristics
- Demonstrated superior client relationship skills - able to interact and interact face to face with external clients
- Demonstrated superior people management skills
- Create a team culture that supports JLL’s core behaviors and values
- Ability to lead teams effectively, train them well and promote open, constructive and collaborative relationships at all levels
- Strong communicator – possesses strong verbal & written communication skills
- Self-motivated and confident
- Flexible – able to adapt and calmly deal with rapidly changing, stressful situations
- Proven ability to initiate and follow through with improvement initiatives
- Able to work independently and be a team player
- Exhibits honesty & trustworthiness
REQUIRED SKILLS AND EXPERIENCES:
- 10+ years of experience leading high performing teams in facility management, workplace services, or real estate operations.
- Has handled complex account structures, either running multiple teams, across multiple locations and countries with multiple clients and account models
- Proven ability to develop and implement operational accountability programs within a complex real estate portfolio and across service line organizations, fostering a culture of ownership and continuous improvement.
- Has experience in handling client and/or Firm sensitivities’ knowing when to escalate with urgency, or how to de-escalate certain risks
- Has demonstrated experience in balancing the interests of the client with those of the Firm. Has experience in translating client needs into existing or new business growth opportunities.
- Leadership presence and ability to constructively influence teams and clients towards accomplishing shared goals.
- Strong background in KPI development, performance tracking, and process optimization.
- Strong analytical and problem-solving skills, with experience in data-driven decision-making.
- Excellent communication, senior-level stakeholder management, and executive client-facing presentation skills.
