Regional Operations & Performance Lead

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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 people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re 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 Operations and Performance Lead will spearhead continuous improvement initiatives across JLL’s Regional operating model. Ensuring optimisation, efficiency, scalability, and alignment with business goals, while fostering a culture of operational excellence.

What your day-to-day will look like:

Process Optimization & Standardization

• Identify, analyse, and redesign inefficient processes to improve productivity, quality, and cost-effectiveness.

• COE model to be implemented across all core account functions.

• Drive overall standardisation and simplification of regional operating and governance frameworks to ensure accuracy of work methods, reliability of systems, applying technology solutions wherever feasible.

Continuous Improvement

• Lead projects to drive measurable improvements in key metrics (e.g., cycle time, cost savings, efficiencies.)

• Train and mentor teams on operational excellence tools and methodologies, develop future team talent.

• Act as the POC for all things data quality orientated, with a focus on standardized and streamlined reporting platforms.

• Drive implementation of a property compliance platform, focussed on essential safety compliance requirements, that provides real time status across the portfolio

• Work in partnership with the Workplace & Technical teams to provide data and tools to review services using metrics to understand variances and opportunities to optimize

• Drive client specific initiatives and reporting through technology BI Dashboards, Benchmarking, data analytics, SMART reporting

• Drive/ develop analytics capability within team including but not limited to systems, people and reporting.

Performance / Contractual Management

• Manage all KPIs and dashboards to track operational performance and ROI of initiatives.

• Conduct root-cause analyses and present data-driven recommendations to account leadership

Client/Stakeholder Management

• Pro-actively develop and manage stakeholder relationships ensuring that expected service levels are achieved, with Commercial, Sourcing, Technology and Operational teams

• Comply with all requirements of the Client MSA contract and meet or exceed Key Performance Indicators, manage all MSA obligations

• Deliver an exceptional quality of service to the Client, as reflected by Client partnership feedback.

Leadership / Staff Management/ Team Participation

• Lead a highly proactive, responsive, dynamic and agile team of subject matter experts to support the Workplace & Technical teams to stay focused on their occupants

• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success

• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors

Technology & Innovation

• Identify automation/digital transformation opportunities to streamline workflows.

• Stay updated on industry trends and best practices in operational excellence.

Desired or preferred experience and technical skills

• Bachelor’s degree; (Master’s/MBA preferred)

• Certifications ISO 9001, PRINCE 2 (required), Six Sigma (desirable) Power BI , MS Project

• 10-15 years’ experience in FM Real estate : Operational leadership , Contract Management, Compliance, Process improvement, or consulting roles.

• Proven track record in leading large-scale transformation projects in real estate, FM, or related industries.

• Expertise in Lean/Six Sigma, Agile, and change management.

• Strong analytical, problem-solving, and project management skills.

• Excellent communication and stakeholder management abilities.

• Proficiency in data visualization tools (Power BI, Tableau) and process mapping software.

Critical Competencies for Success -‘I am JLL behaviours’

Client Focus & Relationship Management – ‘I Value my Customers’

• Demonstrates proactive & professional approach to customer service and stakeholder engagement

• Has a natural hospitality-orientated communications acumen

• Ability to interact with a wide range of client staff, including senior levels

• Ability to manage conflict and balance between client and firm requirements

• Has a customer service oriented attitude

People Management and Team Leadership – ‘I am a Team Player’

• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Program Management & Organizational Skills – ‘I am Proactive’

• Excellent planning & organizational skills to prioritize work and meet tight deadlines

• Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking – ‘I am Innovative’

• Capacity to deal with ambiguity and solve complex problems effectively

• Analytical, proven ability to solve problems using a quantitative approach

• Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

• Natural communicator who enjoys engaging at all levels

• Self-motivated and confident

• Exhibits honesty & trustworthiness

• Open to new ideas & willing to challenge status quo

• Works well with diverse teams from various countries/cultures

Location:

On-site –Hong Kong, SAR, China

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at accomodationrequest@am.jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.