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 solid 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
Collaborative 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 (New South Wales)
🏢 Jll
📍 New South Wales