Workspace Experience & Operations Lead

Job Description

Country Account Lead | Jones Lang LaSalle

The Tone:
This is a full-time leadership role at Jones Lang LaSalle, located in Singapore. JLL empowers its people to shape a brighter future for real estate by combining world-class services, advisory, and technology for its clients globally. This position is critical for managing the intricate day-to-day operations and fostering strong client relationships across all designated sites in Singapore. The Workspace Experience & Operations Lead will serve as the primary on-site point of contact for key client stakeholders, assuming overall responsibility for the delivery and management of all Workspace Experience & Operations services. This role directly contributes to JLL’s commitment to providing exceptional client satisfaction and shaping a better world through outstanding real estate management.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person – Singapore

• Team: JLL account team, reporting to the Sub Regional Account Director.
• Mission: Manage day-to-day client activities and all Workspace Experience & Operations services across all sites in Singapore, serving as the key on-site client contact and ensuring high levels of client satisfaction.

What You’ll Actually Do
• Client & Stakeholder Engagement: Deliver exceptional client service by proactively engaging stakeholders across multiple organizational levels, ensuring all on-site client expectations are met, and building enduring professional relationships.
• Comprehensive Site Operations: Assume full responsibility for technical and workspace operations, guaranteeing all Critical Environment (CEM) requirements are consistently met and services are delivered in strict accordance with client KPIs and SLAs. This includes recommending continuous quality improvement practices and providing 24/7 emergency call support.
• High-Performance Team Leadership: Manage, coach, and develop direct reports to cultivate a high-performance, well-motivated team, ensuring high staff morale, trust, and strong work ethics. Establish robust succession planning for all roles and foster a culture of collaboration and performance excellence.
• Risk Management & Regulatory Compliance: Implement and rigorously maintain site risk management programs, including audits, and ensure full compliance with all local and governmental regulations and legislations. This also involves maintaining disaster recovery and business continuity plans and assisting in adhering to JLL’s business code of conduct.
• Financial, Vendor & Contract Stewardship: Prepare and manage client and/or site annual budgets for operations and capital works, ensuring contract billing is timely and financial operations meet or exceed targets. Oversee vendor management to ensure services are delivered on time and within budget, and manage all contracts to guarantee professional delivery and best value to the client.

The Must-Haves
• Background: Minimum a Bachelor’s degree in facilities management, building, business, or another related field.
• Experience: At least 5 years of experience in facilities management, property management, or a related field, with specific prior experience working in a financial or investment banking environment.
• Skills: Strong budget management and financial analysis capabilities; proven capacity to understand and interpret commercial contracts; in-depth knowledge of local occupational health and safety requirements and critical environments; demonstrated proficiency in client relationship management, team leadership, project management, and analytical problem-solving with strategic thinking.
• Bonus: A proven ability to initiate and successfully implement improvement initiatives, an open-minded approach to new ideas and a willingness to challenge the status quo, alongside strong flexibility to adapt to rapidly changing situations.