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.
About JLL –
We’re JLL. We’re a professional services and investment management firm specializing in real estate. As a Fortune 500 company, we help real estate owners, occupiers and investors achieve their business ambitions.
If you’re looking to step up your career, JLL is the perfect professional home. With us, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections and be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL!
About the role:
This role is responsible for driving continuous improvement, standardization, and capability building within our operations team. This role serves as a critical bridge between strategic operational goals and frontline execution. The primary focus is to enhance service delivery quality through rigorous training programs, the development of standardized best practices and tools, and act as floating PFM during PFM turnover or transition periods in APAC.
The role reports to the Regional Workplace Coordinator for North Asia Pacific. While primary locations include Canberra, Singapore, Beijing, Hong Kong, Tokyo, Manila, Jakarta, and Bangkok, we are open to candidates based in other locations within the region.
What this job involves:
1. PFM without portfolio
Step in as the acting PFM during planned or unplanned absences of site leads to ensure zero disruption in service delivery.
Provide direct supervision and guidance to on-site technical and soft services teams during coverage periods, ensuring adherence to safety , compliance, and performance standards.
Serve as the primary point of contact for clients during coverage periods, managing expectations, attending key meetings and resolving escalated issues promptly.
Monitor Work Order management within the Corrigo system to ensure proactive planning and vendor coordination. Verify correct task assignment and drive timely completion or escalation of issues prior to due dates to maintain service level agreements.
Conduct comprehensive operational diagnostics to assess on-ground realities, including team structure, task allocation, communication dynamics, workplace culture, and vendor/contract management. Collaborate with RFMs and RWLs to translate these insights into actionable, long-term continuous improvement plans.
25%
2. Drive and lead operational excellence
Develop, document, and enforce Standard Operating Procedures for critical operational activities, ensuring consistency across all sites.
Identify opportunities for process optimization and tool enhancement. Lead initiatives to streamline workflows, reduce waste, and improve operational efficiency.
Track and report on key operational KPIs and use data-driven insights to drive decision-making and corrective actions.
Lead and own the Operational Excellence components of the annual Account Development Plan to implement transformative changes and drive continuous service enhancement.
Support RFMs and Site Teams in monitoring operational expenditures. Identify cost-saving opportunities through process optimization, vendor consolidation, or energy efficiency initiatives, ensuring operational activities align with the account’s financial goals.
Establish and maintain a centralized Knowledge Management repository for SOPs, training materials, and best practice case studies. Ensure this resource is easily accessible and regularly updated to serve as a single source of truth for the operations team.
Serve as a liaison between PFMs, regional leadership, and clients by understanding their unique pain points and concerns. Translate this feedback into actionable solutions that promote cross-functional collaboration and resolve operational bottlenecks.
25%
3. Operational Trainings
- Design and deliver targeted training programs based on gaps identified during operational reviews. Focus on technical skills, soft skills, contract and vendor management and effective communication.
- Provide ongoing coaching to site teams and emerging leaders. Foster a culture of continuous learning and accountability.
- Revamp and manage the onboarding process for new hires alongside line managers, ensuring rapid integration into the team and immediate understanding of operational standards and cultural expectations.
- Maintain a skills matrix for the operations team. Create personalized development plans to address individual and team-wide competency gaps.
- Lead change management initiatives when rolling out new processes, technologies, or organizational structures. Act as a change agent to overcome resistance, ensure staff adoption of new standards, and communicate the benefits of operational improvements to all stakeholders.
50%
Key performance indicators for this position (KPIs):
- Operational stability and improvement via KPI, CSAT survey, training delivery
- 360 performance review by line manager, peers, subordinates and clients.
- Annual finance targets
What is person specifications?
1. Core Values to be demonstrated by the job holder:
Key Value
Underpinning statements
Support officer to achieve a comfortable and safe living environment.
Contributing Positively to Community
Applying Knowledge with Compassion
Solving Problems Collaboratively
Solving Problems through Communication
Making Just Choices
Facing Challenges with Determination
Risk & Compliance Management
Required
Bachelor’s degree in Facilities Management, Business Administration, Engineering, or a related field.
Professional skill and knowledge required
- Strong understanding of FM operational workflows and industry standards.
- Excellent presentation, public speaking, and coaching skills.
- Proficiency in process mapping tools (e.g., Visio) and data analysis (Excel, Power BI).
- Change management expertise with the ability to influence stakeholders at all levels.
Experience
5+ years of experience in Facilities Management, Operations, or Continuous Improvement roles.
Proven track record in designing and delivering training programs.
Experience with multi-site operations or floating resource models is highly desirable.
Technical comprehension and experience with performance-based service contracts and vendor management both soft and technical
- Knowledge of occupational safety requirements
- Ability to work within a budget
- Demonstrated initiative
- Strong written and oral communication skills.
- Ability to solve problems
4. Other job-related or local special factors not mentioned above:
4.1 Non – criminal record issued by police authorities must be provided by the selected candidate.
4.2 Travel frequency-up to 25% travel around the APAC region.
What you can expect from us
At JLL, we support your growth through meaningful work, continuous learning, inclusive leadership, and opportunities to shape the future of real estate operations.
Apply today!
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.
