Operations Team Manager - Charlotte/Chicago

JLL - Chicago, IL

Position Summary:

*****POSITION CAN BE LOCATED IN EITHER CHICAGO OR CHARLOTTE

The Operations Team Manager is a leader on the Total Facility Management (TFM) centralized resource/center of excellence team responsible for governing, overseeing and supporting the global Engineering, Energy & Sustainability Services (ESS), Health, Safety, Security and Environment (HSSE), Integrated Facility Management (IFM), and Soft Services (SS) teams in meeting strategic business objectives. This role provides an opportunity to work in a broad range of areas relating to real estate operations with a heavy focus on strategic engagement with our service lines, account team, and clients, ensuring platform and technology delivery and operations across service lines, and fostering technology adoption at the end-user level. The Operations Team Manager will manage overall client- and account-specific technology platforms that enable efficient service delivery, key performance indicator (KPI) development and alignment for tracking and reporting.
 
 
The role requires regular interaction with account leadership, clients, service providers, operational and support staff and will be part of a fast-paced environment consistently charged with handling multiple demands and priorities. The candidate must be able to organize and prioritize multiple tasks, effectively manage through stressful situations, and consistently make high-quality decisions. Candidate must have superb people management skills, excellent presentation and documentation skills and deliver, and deliver thoroughness and accuracy in all tasks. The role is critical to the success of the client relationship in driving performance management, process improvement and innovation thru fact-based decision making.
Essential functions
 

• Demonstrate leadership, responsiveness, attention to detail and creativity in finding solutions for service delivery
• Translate client business objectives into an information management and business intelligence strategy, which is integrated and consistent at the account management level. Cultivate client expectations on global transition/optimization/transformation deliverables while working with change agents and communication colleagues to tailor plans for the TFM service lines.
  • Partner with service line leadership teams to define technology and service delivery platform strategy, and manage alignment with the account service delivery strategies
  • Drive a culture of continuous improvement and innovation by leveraging business intelligence and leading the development of best practices, innovative programs, new tools, process re-engineering and other ideas that provide service delivery efficiencies, reduce costs, increase productivity or quality and/or reduce risk for the Client or Firm
• Oversee centralized TFM operations by providing a seamless interface with field teams supporting client’s real estate
  • Interface with Call Center, CMMS & Data Management, Engineering, Energy & Sustainability Services (ESS), Health, Safety, Security and Environment (HSSE), Integrated Facility Management (IFM), Soft Services (SS) and Technology teams on projects including enhancement opportunities and process improvements
• Document management processes and ensure appropriate governance across the global portfolio – provide training on assigned responsibilities
• Develop and execute appropriate reporting routines to support platform, region, account, and/or Client goals and objectives
  • Manage TFM platform’s key performance indicators (KPIs), key business elements (KBEs) and key risk indicators (KRIs). Includes working with service lines to have efficient, effective tracking and reporting tools.
  • Provide reporting data and execute all JLL quality assurance audits that will impact the data integrity. .
• Serve as the single point of contact to the account team for TFM platform technology-related questions, support issues, and requirements 
  • Oversee change management process and demand management processes for all TFM service line technology, both JLL-managed, and 3rd party-managed
    • Responsible for the review of business need/justification, prioritization and scope/cost creation of technology projects
    • Liaise between service lines to ensure all change requests are entered and approved as required. Support TFM service lines with the development of the communication plans around change activities.
  • Explore options to satisfy new business needs within the capabilities of existing systems; configure, document and deploy solutions.
  • Work with Business Intelligence/Technology teams to define, develop, implement, adopt, and support the technology that supports and differentiates our business and TFM service line on the account
    • Includes management of testing, user acceptance, and technology adoption efforts for all new technology introduced
  • Conduct and participate in compliance assessments of information technology and information security processes, and programs
• Build and manage team of technology specialists to support the ongoing operations and evolution of the platform. Coordinate discussions with each direct report regarding goal setting, performance reviews, career development planning, and incentive/salary administration.

Qualifications
 

• Bachelor’s degree or equivalent work experience
• 5+ years of practical experience in commercial real estate operations and/or information technology preferred
• Experience effectively managing/evaluating direct reports by establishing clear expectations for and providing constructive feedback. Inclusive of leading virtual teams and leading groups where there is no direct reporting relationship.
• Exhibits strong interpersonal skills, excellent verbal and written communication skills and has the ability to communicate professionally in a clear and concise manner in a variety of communication settings/styles
• Strategic planning and analytical skills with a track record of identifying potential issues pro-actively and formulating solutions and contingency plans. Strategic user of business intelligence, data, reporting & analytics to drive efficiency.
• Results driven – Ability to analyze, act, and implement to ensure desired results are achieved
• Acute sense of timely delivery, speed to deliver, deadline and timeline orientation to achieve successful and breakthrough outcomes
• Implementing change strategies and working with service lines to align change and communication activities to maximize their impact
• Ability to take innovative ideas and translate them to helping our teams and clients work smarter
• Ability to develop training presentations, process documentation/mapping, playbooks etc. related to systems/processes will be required
• Flexible and adaptable; able to work in ambiguous situations, dealing with complexity and time pressure
• Strong team player and organized, with the ability to work with minimal supervision in a fast-paced environment
• Superior client relationship management skills
• Focus should be on attention to detail and accuracy
• Experience of working with international and cross-cultural teams
• Experience in root cause analysis including 5 Whys, Fishbone, FMEA or equivalent
• Advanced skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
• Must have SharePoint knowledge and experience

 
 

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Posted: 30+ days ago

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