Regional Head of Operations UK & Europe

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Head of Operations for UK and Europe

Team: Leading a team of 8 direct reports and 5 matrixed SME leads

Reporting to: Operations Director

Location: Based in London at clients London Headquarters

Key objective of the role

To deliver world-class facilities and workplace operations across the clients European and UK portfolio encompassing 8 countries with particular focus on their prestigious London headquarters.

The role is a critical leadership role for the account the successful candidate will embody the clients commitment to excellence driving transformational change while ensuring every touchpoint reflects the banks premium brand and values. This role demands a passionate leader who will own the complete employee and client experience treating every facility as their own and delivering nothing short of 5-star service excellence.

Key requirements for the role

Inspirational Leadership & Team Development:

• Visionary Leadership: Inspire and mentor JLL teams across the portfolio creating engagement and service excellence that becomes contagious throughout the organization

• Talent Development: Coach and develop your team to grow within JLL while maintaining unwavering focus on clients success

• Performance Excellence: Build high-performing teams characterized by exceptional morale trust and work ethics that consistently deliver beyond expectations

• Ownership Mentality: Demonstrate accountability and lead by example showing teams what it means to own outcomes completely

Strategic Stakeholder Management

• Operational Mastery: Maintain deep understanding of the clients needs across all facilities ensuring JLL delivery consistently exceeds their evolving requirements

• Proactive Engagement: Anticipate stakeholder needs and engage proactively to ensure the clients expectations are exceeded

• Relationship Building: Develop and maintain exceptional relationships across multiple organizational levels becoming integral to the clients success

• Strategic Partnership: Support JLL Account Leadership in driving EMEA-wide initiatives while maintaining laser focus on the clients unique needs

Brand Stewardship & Client Relations Excellence

• Live and breathe: Embody the banks brand values in every interaction ensuring all facilities operations reflect their commitment to being Here for good

• Executive Partnership: Serve as the trusted strategic advisor to the clients leadership anticipating needs before they arise and delivering innovative solutions that enhance their reputation

• Relationship Mastery: Build deep meaningful relationships across all levels - from front-line colleagues to C-suite executives - becoming the go-to person they can rely on absolutely

• Crisis Leadership: Effectively manage all facilities-related escalations with exceptional professionalism turning challenges into opportunities to strengthen the clients reputation

5-Star Service Culture & Employee Experience

• Service Excellence Champion: Lead by example in delivering consistent 5-star experiences that make the clients employees and clients feel valued supported and proud

• Culture Transformation: Foster a proactive service mindset across all teams where anticipating needs and exceeding expectations becomes second nature

• Seamless Operations: Ensure flawless service delivery across all operational hours maintaining the clients premium standards without compromise

• Employee Experience Focus: Create workplace environments where the clients colleagues thrive feel proud to work and want to bring clients to showcase their offices

Commercial Excellence & Innovation

• Vendor Partnership: Transform vendor relationships into strategic partnerships that maximize value and drive continuous innovation for Standard Chartered

• Process Innovation: Continuously seek opportunities to enhance service delivery reduce costs and improve operational standards

• Procurement Excellence: Ensure robust governance and compliance while driving value through strategic procurement approaches

• Contract Optimization: Manage all contracts to deliver exceptional value while maintaining service excellence

Financial Stewardship & Risk Management

• Financial Leadership: Drive regional operations to meet or exceed targets while maintaining strict cost control and profitability

• Compliance Excellence: Ensure all statutory and regulatory requirements are strictly adhered to while implementing comprehensive risk management programs

• Business Continuity: Maintain robust disaster recovery and business continuity plans that protect the clients operations

• 24/7 Accountability: Provide round-the-clock emergency support with site attendance as required

Qualifications & Experience

Core Competencies & Personal Attributes

• Exceptional Leadership: Outstanding interpersonal skills with proven ability to build trust and credibility with senior leadership teams

• Commercial Acumen: Strong budget management experience with P&L accountability and strategic thinking capabilities

• Communication Excellence: Superior presentation and communication skills for executive-level interactions and stakeholder coordination

• Passion for Excellence: Genuine enthusiasm for service excellence and brand stewardship with pride in workplace presentation and outcomes

• Cultural Alignment: Natural fit with the clients values - demonstrating integrity collaboration and continuous improvement mindset

• Resilience & Flexibility: Ability to effectively manage multiple priorities in a dynamic banking environment while maintaining exceptional standards

Essential Experience

• Premium Environment Leadership: Minimum 7-10 years of progressive facilities and workplace management experience in premium corporate environments preferably in financial services or banking

• Comprehensive Operations: Proven track record managing complete facilities operations including HVAC security technology infrastructure and maintenance in high-stakes environments

• Executive Relationship Management: Demonstrated experience as single point of contact for senior executives and C-suite leaders managing mission-critical client relationships

• Service Excellence: Documented success in delivering 5-star service experiences in corporate or hospitality environments

Technical Excellence

• Building Systems Mastery: Deep knowledge of building systems preventive maintenance programs and facilities management platforms

• Workplace Innovation: Experience with space planning workplace design and facility optimization in corporate banking environments

• Technology Proficiency: Advanced skills in facilities management systems work order platforms and comprehensive Microsoft Office Suite

Preferred Qualifications

• Professional Certifications: Facilities management or similar certifications

• Financial Services Experience: Background in banking financial services or premium corporate environments

• Event Coordination: Experience managing executive meetings client events and corporate hospitality in high-end settings

• Global Perspective: International experience or cultural awareness aligned with the clients global presence and diverse workforce

Location & Working Arrangements

This role is based full-time (5 days a week) at our clients prestigious London headquarters in London whilst there is some flexibility the requirement is to be visible at least 4 days a week in our clients London office and to always be easily accessible. As a senior account role the successful candidate will be the visible face of JLLs commitment to our clients maintaining immediate responsiveness to their teams and clients while ensuring every facility operates as a showcase of excellence.

Join us in creating workplaces where our clients people and clients experience nothing short of exceptional service every single day

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If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were interested in getting to know you and what you bring to the table! If you require any changes to the application process please email or call 44(0) to contact one of our team members to discuss how to best support you throughout the process. Please note the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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