Workspace Experience & Operations Manager

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Our people at JLL 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 peopleand empowering them to thrive grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate skilled trades or technology or youre 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 Workspace Experience & Operations Manager is responsible for managing the strategic and operational delivery of integrated facilities management and workplace experience services across the HSBC portfolio in Australia This role encompasses stakeholder engagement team leadership financial oversight and operational excellence.

What your day-to-day will look like:

Stakeholder Management

• Develop strategic relationships with senior HSBC stakeholders across Australia to understand business objectives anticipate evolving needs and position JLL as a trusted partner.
• Act as the primary point of contact for all Workspace Experience & Operations matters ensuring proactive communication and seamless escalation management.
• Support the Country Account Lead with reporting on operational performance risks initiatives and outcomes providing clear insights and recommendations to HSBC leadership.
• Work closely with regional stakeholders Workspace Experience delivery partners and other service lines to deliver an integrated one-team approach that exceeds client expectations.
• Champion client satisfaction through regular engagement performance reviews strategic business reviews and continuous improvement initiatives.
• Build meaningful relationships with site stakeholders to ensure agility and alignment with changing portfolio requirements and business needs.

Budget Management

• Support the Country Account Lead to develop and manage annual operating budgets capital expenditure plans vendor contracts and service agreements ensuring alignment with HSBC expectations and JLLs financial targets.
• Monitor financial performance against budget identifying variances and implementing corrective actions to maintain profitability cost efficiency and service quality.
• Lead contract negotiations with vendors and service providers ensuring value for money compliance with service level agreements and operational excellence.
• Drive efficiency initiatives and cost management strategies without compromising service delivery client satisfaction or safety standards.
• Support procurement processes and ensure governance and compliance across all financial activities.

Operational Delivery & Service Excellence

• Oversee the delivery of all operational requirements as per HSBCs scope of work across commercial offices retail branches and other properties in the portfolio.
• Review operational dashboards (including Corrigo work order systems) analyse service performance and work with site teams to ensure timely completion and continuous improvement.
• Ensure compliance with all workplace health & safety engineering environmental and operational procedures and controls.
• Establish and maintain Standard Operating Procedures for facilities management and workplace experience delivery across the regional portfolio.
• Review and endorse all Permits to Work (PTW) and Authorizations to Work (ATW) submitted ensuring compliance with safety standards and risk mitigation protocols.
• Respond to critical incidents and escalations to ensure safety resolution and transparent communication with HSBC stakeholders.
• Support local teams to achieve Key Performance Indicators and Service Level Agreement targets through proactive management and performance monitoring.
• Be available for emergency response and provide leadership during crisis situations as required.
• Ensure comprehensive asset registers Planned Preventive Maintenance programmes and service contracts are in place and effectively managed.
• Ensure all staff and vendors are properly trained accredited and compliant with relevant standards and HSBC requirements.
• Oversee completion of planned reactive and corrective work orders ensuring quality and timeliness.

Workplace Experience

• Support the delivery of exceptional workplace experiences that support HSBCs people customers and guests in creating a connected inclusive and safe workspace.
• Drive initiatives that enhance employee engagement productivity and satisfaction through innovative workplace solutions and services.
• Collaborate with HSBCs Real Estate and HR teams to align workplace strategies with business objectives and employee needs.
• Implement and evolve workplace experience standards and services across the portfolio.

Engineering & Critical Environments

• Provide oversight of engineering operations ensuring technical excellence and compliance across all sites.
• Ensure delivery of global standards for engineering and Critical Environment Management (CEM) incorporating HSBC requirements JLL best practices and local statutory obligations.
• Ensure all engineering risks are appropriately documented communicated and mitigated.

Compliance Quality & Continuous Improvement

• Drive continuous improvement initiatives across all service delivery areas leveraging data client feedback and industry best practices.
• Embed sustainability considerations into all operational decision-making supporting HSBC and JLLs sustainability goals and environmental commitments.

Sounds like you This is what we are looking for:

• Tertiary qualifications in Facilities Management Property Management Business Management Engineering or related discipline.
• 6 years of experience in integrated facilities management workplace services or property management including significant experience in a leadership or senior management capacity.
• Experience working with financial services clients or in highly regulated environments preferred.
• Professional certifications such as CFM (Certified Facility Manager) FMP (Facility Management Professional) or equivalent highly regarded.
• Demonstrated experience in operational risk management compliance frameworks and health & safety leadership. Knowledge of Work Health and Safety (WHS) regulations and standards in Australia essential.
• Excellent communication negotiation and influencing skills with the ability to engage effectively with C-suite executives senior stakeholders vendor partners and diverse teams.
• Experience in critical environment operations commercial office management and retail facilities preferred.
• Experienced with continuous improvement methodologies service delivery optimization and strategic planning.
• Professional proficiency in English is essential for documentation client communication and regulatory compliance.

Benefits:

• Great employee discounts off fitness wellbeing & other renowned brands
• 18 weeks paid maternity leave
• Private Health Insurance Discounts
• Active Social Club
• Employee assistant program
• Novated Lease for EV cars
• Paid time off for volunteer work
• Career Opportunities with Australias #1 Commercial Real Estate firm
• Premium offices

What you can expect from us:

Youll join an entrepreneurial inclusive culture. One where the best inspire the best. Where like-minded people work naturally together to achieve great things. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.

As an organisation we dont just accept that we are a place of many different people but we embrace it we celebrate it and we proactively support the needs that difference brings. JLL is committed to equal opportunity regardless of race gender age sexual orientation or disability and that is why for more than a decade we continue to rank among the Worlds Most Ethical Companies. We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.

Interested candidates please apply following the link below quoting job reference number ABREQ520704

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

At JLL we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities we analyze your application for relevant skills experiences and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role yourepursuing.

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