Operational Excellence Lead, Americas

JLL•Trenton, NJ

1d•$237,500 - $250,000•Remote

About The Position

The Client Onboarding Experience Team (COET) is seeking a highly skilled and detail-oriented Operational Excellence Program Lead to join the Global Client Onboarding Team. This role will support dynamic client accounts and onboarding projects across multiple business units and geographies. The position will execute various deliverables to ensure project success and future performance of account teams. It will also be deployed to projects requiring specialized focus on operational challenges and key project milestones. The Operational Excellence Program Lead is tasked with executing activities such as recurring health checks and audits for JLL’s Americas accounts and developing plans for account advancement through optimization. This involves collaboration with account teams, JLL Workstreams, and the broader COET team to achieve program deliverables. The role requires handling multiple projects simultaneously while demonstrating teamwork and collaboration.

Requirements

Leadership Skills: Exceptional communication skills coupled with excellent active listening skills. Ability to clearly articulate messages to a variety of audiences.
Strong cultural alignment: unwavering ethical standards; drives excellence and is innately collaborative.
A self-starter that operates with a sense of urgency.
Ability to influence others and move toward a common vision or goal.
Able to work effectively at all levels in an organization.
Must be a team player and able to work collaboratively with and through others.
IFM technology experience required.
Solid program management and problem-solving skills with the ability to focus both strategically and tactically to achieve firm and client business goals.
In-depth knowledge and understanding of buildings & systems engineering, asset maintenance, and facilities management operations.
Project Management Leadership Skills: Knows how to effectively structure and manage projects and teams to ensure clarity of expectation, timely execution, corrective action when needed, and successful outcomes.
Exceptional ability to solve problems and think analytically. Comfortable interacting with people across all levels of an organization and can field questions during a presentation.
Analytical Skills: Has a structured approach to problem solving with a natural inclination for planning strategy and tactics. Drives to fix the ultimate root causes to drive sustainable change.
Character with high perseverance and resourcefulness required to keep driving and finding ways to get the required steps done.
Flexible and adaptable; able to work in ambiguous situations.
Resilient and tenacious with a propensity to persevere.
Forward looking with a holistic approach.
Strong organizational skills, detail oriented, and process-driven, with an orientation toward continuous process improvement.
Ability to travel 20-30% of time.
Candidates must be authorized to work in the United States without sponsorship.
This position does not provide visa sponsorship.

Nice To Haves

Agile and able to handle changes in direction calmly.

Responsibilities

Lead assigned projects and assignments, including project team members, account teams, and client teams.
Collaborate with project teams by attending and leading meetings, leading cross-functional key project enablers, and resolving issues/mitigating risks.
Be accountable for agreed-upon processes and deliverables (communications, meetings, etc.) on a project-by-project basis.
Clarify and communicate project objectives, including a detailed understanding of client and internal stakeholder expectations, deliverable status, and success criteria.
Proactively communicate with all key stakeholders throughout the project.
Identify risks through probing questions and develop timely solutions with appropriate internal and client stakeholders to mitigate them.
Prepare and present project status reports, executive summaries, and updates to key stakeholders, ensuring transparency and accountability.
Collaborate on enhancements of COET operational readiness risk assessment programming.
Continually refine operational due diligence programming, including both desktop and onsite aspects.
Conduct onsite due diligence efforts to gain intimate knowledge of site-specific operations, using findings to validate solutions and influence subsequent onboarding project activities. Functional areas include IFM, engineering and operations, HSSE, client business functional use, and incumbent and 3rd party supplier frameworks.
Validate existing procedural and operational programming such as financial management, quality, HSSE, asset management, workplace experience, and emergency & incident management.
Develop site-specific processes, programs, and procedures to align with project-specific contractual deliverables, client requirements, and JLL standards, with a core focus on IFM, engineering & operations, HSSE, and quality assurance.
Serve as a task force lead to bolster COET and Workstream activities on dynamic projects during surges of demand and resource constraints in all phases of the transition lifecycle.