Senior Director, Operations & Program Management

JLL•New York, NY

10d•Onsite

About The Position

JLL empowers you to shape a brighter way . Our people at JLL and JLL Technologies 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. What this job involves: The Senior Director will oversee the delivery of facilities services for a regional portfolio, acting as the primary client contact and developing strategic plans. Key responsibilities include managing team and vendor performance, ensuring compliance with health and safety standards, driving cost-saving initiatives, and overseeing small construction projects. The role also requires developing strong client relationships, managing budgets, and identifying financial efficiencies. The ideal candidate will have a Bachelor's degree or diploma in a relevant field, at least 8 years of experience in facilities or property management, and a minimum of 5 years of experience managing diverse teams. Strong communication, financial management, analytical, and organizational skills are essential. What your day-to-day will look like: Service Delivery Manage the delivery of facilities services to the regional portfolio in accordance with all agreed policies, procedures and contract scope Act as a primary point of contact for the client. Develop and implement the strategy and annual management plan for your portfolio. Manage team members at a management level to ensure the performance of their teams as well as maintenance and upkeep of the facilities and address issues or escalations. Manage vendor performance ensuring services are delivered in accordance with the contract and to agreed standards. Document and action poor performance to correct the issue. Maintain reliability of systems and improving consistency across the portfolio. Develop and implement innovative programs and processes that reduce short and long term operating costs and increase productivity. Ensure compliance with all health, safety, environment and risk management policies and procedures. Support account wide initiatives such as compliance reviews, audits, training programs and other initiatives as appropriate, through driving implementation at a portfolio level. Drive initiatives such as savings programs, benchmarking, best practices and continuous improvement. Be accountable for the delivery of moves, adds, and changes as well as small construction projects as required and act as the area point of escalation. Coordinate and engage internally with other teams which may include fitness, food services, massage, transportation, security and capital projects. Lead vendor contract procurement activity for your area and support the sourcing SME on account wide sourcing events. Support other account or JLL SMEs to bring value to the client and facilitate engagement. Conduct audits to ensure data integrity of all systems across the area. Deliver portfolio management reports as required under the agreement with the client and as requested. Client Relationships Proactively develop and manage client relationships, ensuring that expected service levels are achieved. Comply with all requirements of the client contract and meet or exceed Key Performance Indicators. Deliver an exceptional quality of service to the client, as reflected by client feedback. Finance Management / Cost Control / Profitability Achieve or exceed operational expenditure for portfolio, manage within agreed budgets, and identify efficiencies and savings where possible. Manage the annual budgeting and quarterly forecasting processes for your portfolio. Prepare current financial year budget spend reports (actual vs. budget, variance etc.), analyze expenditure and demonstrate value or alternative efficiency initiatives (cost savings or increased account profitability). Manage payments to vendors where applicable, using available systems, complying with all relevant policies and procedures. Develop and approve the annual capital plan for each building, interfacing closely with the client representative. Ensure compliance within delegated financial and contractual authorities. Leadership/Staff Management Lead, manage, develop and supervise a professional, friendly, creative, energetic, and detail oriented team of management level staff in the delivery of extraordinary workplace services Provide excellent onboarding, training, and team building Actively support an environment of teamwork, co-operation, performance excellence and personal success Participate in performance management and personal development planning for members of the team Align with facilities leadership team as a manager and act in a manager capacity for anything at the site/s within your region Act as an ambassador for JLL, adopting and maintaining the firm’s core values of Teamwork, Ethics and Excellence

Requirements

Bachelor’s Degree or Diploma in Business Administration, Property or Operations Management would be an advantage.
Minimum 8 years experience in facilities, property management or related field.
Minimum 5 years experience managing a diverse team.
Proficiency in a range of information technology tools and platforms.
Excellent communication and relationship management skills.
Finance management skills and experience.
Strong analytical, organizational and presentation skills.

Responsibilities

Manage the delivery of facilities services to the regional portfolio in accordance with all agreed policies, procedures and contract scope
Act as a primary point of contact for the client.
Develop and implement the strategy and annual management plan for your portfolio.
Manage team members at a management level to ensure the performance of their teams as well as maintenance and upkeep of the facilities and address issues or escalations.
Manage vendor performance ensuring services are delivered in accordance with the contract and to agreed standards.
Document and action poor performance to correct the issue.
Maintain reliability of systems and improving consistency across the portfolio.
Develop and implement innovative programs and processes that reduce short and long term operating costs and increase productivity.
Ensure compliance with all health, safety, environment and risk management policies and procedures.
Support account wide initiatives such as compliance reviews, audits, training programs and other initiatives as appropriate, through driving implementation at a portfolio level.
Drive initiatives such as savings programs, benchmarking, best practices and continuous improvement.
Be accountable for the delivery of moves, adds, and changes as well as small construction projects as required and act as the area point of escalation.
Coordinate and engage internally with other teams which may include fitness, food services, massage, transportation, security and capital projects.
Lead vendor contract procurement activity for your area and support the sourcing SME on account wide sourcing events.
Support other account or JLL SMEs to bring value to the client and facilitate engagement.
Conduct audits to ensure data integrity of all systems across the area.
Deliver portfolio management reports as required under the agreement with the client and as requested.
Proactively develop and manage client relationships, ensuring that expected service levels are achieved.
Comply with all requirements of the client contract and meet or exceed Key Performance Indicators.
Deliver an exceptional quality of service to the client, as reflected by client feedback.
Achieve or exceed operational expenditure for portfolio, manage within agreed budgets, and identify efficiencies and savings where possible.
Manage the annual budgeting and quarterly forecasting processes for your portfolio.
Prepare current financial year budget spend reports (actual vs. budget, variance etc.), analyze expenditure and demonstrate value or alternative efficiency initiatives (cost savings or increased account profitability).
Manage payments to vendors where applicable, using available systems, complying with all relevant policies and procedures.
Develop and approve the annual capital plan for each building, interfacing closely with the client representative.
Ensure compliance within delegated financial and contractual authorities.
Lead, manage, develop and supervise a professional, friendly, creative, energetic, and detail oriented team of management level staff in the delivery of extraordinary workplace services
Provide excellent onboarding, training, and team building
Actively support an environment of teamwork, co-operation, performance excellence and personal success
Participate in performance management and personal development planning for members of the team
Align with facilities leadership team as a manager and act in a manager capacity for anything at the site/s within your region
Act as an ambassador for JLL, adopting and maintaining the firm’s core values of Teamwork, Ethics and Excellence