Key Responsibilities

- Leadership & Team Management
- Act as second-in-command, assuming full operational responsibility during Account Lead absence
- Supervise daily FM team operations, including coordination, resource allocation, and performance management
- Coach, mentor, and develop FM team members to build capability and drive high performance
- Foster collaborative culture emphasizing safety, service excellence, and continuous improvement
- Support strategic planning, client relationships, budget oversight, and contract performance
- Workplace Operations
- Ensure seamless operations per contract specifications and SLAs
- Lead proactive facility inspections and identify improvement opportunities
- Direct space planning, workspace reconfigurations, and business space requirements
- Ensure compliance with regulations, building codes, and SOPs
- Human Experience & Engagement
- Design and implement workplace experience programs prioritizing employee wellbeing and satisfaction
- Lead stakeholder engagement through surveys, focus groups, and feedback mechanisms
- Create community-building initiatives and events that foster organizational culture
- Partner with HR, IT, and business leaders to align workplace strategies with organizational goals
- Monitor satisfaction metrics and implement data-driven improvements
- Ensure FM team adherence to safety procedures, compliance, and reporting
- Oversee emergency preparedness and crisis response protocols
- Implement wellbeing initiatives addressing physical comfort, mental health, and environmental quality
- Champion sustainability programs including energy efficiency and waste reduction
- Strategic Planning & Innovation




- Support Account Lead in strategic FM and workplace experience initiatives
- Identify and implement emerging workplace technologies and innovations
- Leverage workplace data for evidence-based decision making
- Review service metrics to address operational challenges and opportunities
- Build strong client partnerships through transparent, responsive communication
- Oversee vendor coordination and service provider relationships
- Monitor vendor performance against quality, response time, and satisfaction metrics
- Coordinate construction activities and capital projects with project teams
- Operational Excellence
- Drive continuous improvement addressing SLA gaps and process optimization
- Monitor work order metrics, response times, and maintenance effectiveness
- Identify cost savings while maintaining service quality and experience standards
- Ensure consistency and best practices across all sites
- Key Performance Indicators
- Strategic workplace strategy aligned with client objectives
- Operational efficiency improvements and cost optimization
- Employee satisfaction and engagement scores
- Health, safety, and compliance metrics
- SLA achievement and service delivery excellence
- Vendor performance and cost management
- Space utilization optimization
- Innovation implementation and continuous improvement




- Stakeholder relationship strength
- Team engagement and development

Required Skills & Experience

- 3-5 years progressive experience in facilities management, workplace services, or employee experience
- Proven multi-site portfolio management and complex operations experience
- Track record implementing workplace experience programs and change initiatives
- Comprehensive knowledge of building services, operations, and space planning
- Strong understanding of employee engagement and organizational culture development
- Exceptional interpersonal and communication skills across all organizational levels
- Strategic thinking with strong operational execution capability
- Financial acumen including budget management and cost analysis
- Knowledge of health/safety regulations, building codes, and sustainability frameworks
- Customer-centric approach with commitment to service excellence
- Team-oriented leadership style with ability to influence across functions
- Adaptability to changing requirements, trends, and business priorities
- 18 weeks paid parental leave for Primary Carer after 6 months of service
- Private Health Insurance Discounts
- Employee assistance program
- Health & Beauty Discounts
- Novated Lease for EV Cars

JLL is committed to fostering a diverse, equitable, and inclusive workplace. Applications from all qualified candidates are welcomed.

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📌 Workplace & Human Experience Manager (City of Sydney)
🏢 Jll
📍 City of Sydney