WE&O London Metro Lead

Join JLLs dynamic team serving one of the worlds largest banking and financial services organisations with a network spanning more than 50 countries and territories.Wereseeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution.Whether you want a career that could take you to the top or an exciting new direction we offer opportunities support and rewards that will help you stand out fulfil your potential and ultimately make your mark on something truly exciting.

Role purpose

The Workplace Experience & Operations London Lead is accountable for the integrated delivery of workplace experience and day-to-day operations across the London portfolio.This role leads teams and service partners to deliver a best-in-class colleagueclientand visitor experience whilst ensuring building operations service contracts riskfinancial managementand reporting are delivered to a consistently high standard.

The role is highly visible and acts as an on-site ambassador creating a culture of service excellence and continuous improvement. It combines the front door experience focus (with particular attention to key client-facing areas such as the Customer Experience Centre) with operational rigour across building services and contracted delivery.

Reporting to:Regional Account Director
Location:London (client site)

What this job involves (key responsibilities)

1) Leadership people management & culture

• Lead develop and sustain a high-quality well-motivated team nurturing an environment of teamwork and co-operation across workplace experience front of house and operational support.

• Drive a service excellence culture within delivery and operational teams creating an environment that supports continuous improvement and innovation.

• Mentor enable training and development of team members leading by example andmaintainingstrong engagement across the team.

• Ensure team performance is managed effectively with clearobjectivesand regular development conversations.

2) Workplace experience strategy & service delivery

• Lead the development and implementation of modern workplace programmes to deliver best-in-class employee experience within the London office.

• Spearhead workplace experience and service delivery on site bringing an elevated level of service to all building usersguestsand visitors.

• Act as a Subject Matter Expert (SME) for Workplace Experience / Front of House related items supporting development of processes and SOPs that serve wider account targets.

• Ensure client and guest expectations aremetand the overall workplace strategy is delivered.

3) Front of House / Guest Services oversight (where in scope)

• Ensure the highest levels of visitor care are delivered consistently across reception and guest touchpoints.

• Ensure guest-facing standards aremaintained(e.g. personal presentation uniform compliance readiness of reception points and guest areas).

• Ensure customer feedback is actively captured (e.g. via Corrigo) and that follow-up and resolution is tracked through to closure.

• Maintain strong awareness of business activity and ensure guest services teams are briefed to support VIP activity and peak periods.

4) Events enablement and workplace activations (where in scope)

• Ensure end-to-end event readiness and strong cross-team co-ordination for events taking place throughout the building.

• Ensure pre-event engagement and communication routines are in place (e.g. stakeholder briefings and weekly event team meetings) tomaintainseamless service delivery.

• Ensure post-event feedback audits and inspections are completed and improvement actions are implemented.

5) Building operations & site operational management

• Lead andmonitorday-to-day building operations ensuring industry best-practice operations are implemented to deliver first-class workplace outcomes.

• Oversee Planned Preventive Maintenance schedules in line with local regulations andstandards engaging with engineering support resources as needed.

• Ensure minor repairs and works are supervised appropriately anddelivered safelyon time and within budget.

• Ensure participation in planned/unplanned incidents (e.g. shutdowns evacuations) and that emergency procedures and Business Continuity Plans are current and enacted when(including acting as Fire Safety Manager when).

6) Contractsupplierand service partner management

• Ensure all contracts under role ownership are professionally delivered (including the contract with the customer and contracts with business partners).

• Ensure contractor onboarding/offboarding and inductions are completedappropriatelyand standards are upheld.

• Maintainappropriate levelsof communication with all service providers across the site ensuring joined-up delivery and a one team approach.

7) Financial management & value delivery

• Set and deliver agreed financial targets (revenue expenses debtormanagementandsavings objectives) including managing performance to any Guaranteed Maximum Price commitments where applicable.

• Support budgeting andparticipatein reforecasting tomaintainfinancial accuracy and control.

• Ensure all client billing financial reporting and supply chain payments areaccurateand completed to agreed timelines and terms.

8) Riskcomplianceand governance

• Drive a risk-conscious culture and ensure compliance with Health Safety Environment and Risk Management policies and procedures.

• Ensure incidents are reported perinternal and client procedures and that emergency call-out/rectification processes are swift and effective.

• Ensure account processes and procedures aremonitoredand updated in line with Master Services Agreement requirements.

• Maintain data integrity across systems used to manage the account (including management information platforms and system drawings) escalating issues promptly when.

9) Technology automation innovation & sustainability

• Develop new ways of working through innovative technologiesautomationand improved operational routines.

• Demonstrate commitment to sustainability programmes in all parts of the office working collaboratively with workplace teams and partners to embed sustainable practices.

10) Reporting and stakeholder communication

• Provide standard monthly/quarterly/annual reporting and management reports as ensuring accuracy and timeliness.

• Build andmaintainstrong relationships with client stakeholders colleagues guests key service partners and other on-site business partners networking confidently at all levels.

11) Flexibility and wider support

• Remain flexible to perform other duties within the wider workplace team as including supporting cross-site projects sitevisitsand critical operational needs.

Skills (required)

• Excellent written and verbal communication skills including presentation and negotiation.

• Strong leadership and people management capability; able to mentor and develop teams.

• Strong stakeholder management with the ability to network at all levels.

• Strong organisational skills; able to manage multiple projects and competing priorities.

• Strong customer focus and commitment to service excellence in a highly demanding high-visibility environment.

• Strong analytical skills and attention to detail including data integrity and reporting discipline.

• Confident decision-making and calm under pressure with a proactive approach to problem solving.

• Comfortable leveraging technology to improve service delivery (automation systems reporting).

Experience & Qualifications

• Progressive experience in Facilities Management Property/Building Operations Workplace ExperienceHospitalityor related customer-facing environment.

• Demonstrable experience leading teams and managing complex service delivery (portfolio/site).

• Financial managementexperience including budgetsforecastingand cost control.

• Experience working in a regulated environment (financial services preferred).

• Degree (or equivalent) in Building Management Facilities Management BusinessAdministrationor related discipline preferred; professional FM qualifications (e.g. IWFM/RICS) beneficial.