Key ResponsibilitiesLeadership & Team ManagementAct as second-in-command, assuming full operational responsibility during Account Lead absenceSupervise daily FM team operations, including coordination, resource allocation, and performance managementCoach, mentor, and develop FM team members to build capability and drive high performanceFoster cooperative culture emphasizing safety, service excellence, and continuous improvementSupport strategic planning, client relationships, budget oversight, and contract performanceWorkplace OperationsEnsure seamless operations per contract specifications and SLAsLead proactive facility inspections and identify improvement opportunitiesDirect space planning, workspace reconfigurations, and business space requirementsEnsure compliance with regulations, building codes, and SOPsHuman Experience & EngagementDesign and implement workplace experience programs prioritizing employee wellbeing and satisfactionLead stakeholder engagement through surveys, focus groups, and feedback mechanismsCreate community-building initiatives and events that foster organizational culturePartner with HR, IT, and business leaders to align workplace strategies with organizational goalsMonitor satisfaction metrics and implement data-driven improvementsEnsure FM team adherence to safety procedures, compliance, and reportingOversee emergency preparedness and crisis response protocolsImplement wellbeing initiatives addressing physical comfort, mental health,



and environmental qualityChampion sustainability programs including energy efficiency and waste reductionStrategic Planning & InnovationSupport Account Lead in strategic FM and workplace experience initiativesIdentify and implement emerging workplace technologies and innovationsLeverage workplace data for evidence-based decision makingReview service metrics to address operational challenges and opportunitiesBuild strong client partnerships through transparent, responsive communicationOversee vendor coordination and service provider relationshipsMonitor vendor performance against quality, response time, and satisfaction metricsCoordinate construction activities and capital projects with project teamsOperational ExcellenceDrive continuous improvement addressing SLA gaps and process optimizationMonitor work order metrics, response times, and maintenance effectivenessIdentify cost savings while maintaining service quality and experience standardsEnsure consistency and best practices across all sitesKey Performance IndicatorsStrategic workplace strategy aligned with client objectivesOperational efficiency improvements and cost optimizationEmployee satisfaction and engagement scoresHealth, safety,



and compliance metricsSLA achievement and service delivery excellenceVendor performance and cost managementSpace utilization optimizationInnovation implementation and continuous improvementStakeholder relationship strengthTeam engagement and developmentRequired Skills & Experience3-5 years progressive experience in facilities management, workplace services, or employee experienceProven multi-site portfolio management and complex operations experienceTrack record implementing workplace experience programs and change initiativesComprehensive knowledge of building services, operations, and space planningStrong understanding of employee engagement and organizational culture developmentExceptional interpersonal and communication skills across all organizational levelsStrategic thinking with strong operational execution capabilityFinancial acumen including budget management and cost analysisKnowledge of health/safety regulations, building codes, and sustainability frameworksCustomer-centric approach with commitment to service excellenceCollaborative leadership style with ability to influence across functionsAdaptability to changing requirements, trends, and business priorities18 weeks paid parental leave for Primary Carer after 6 months of servicePrivate Health Insurance DiscountsEmployee assistance programHealth & Beauty DiscountsNovated Lease for EV CarsJLL is committed to fostering a diverse, equitable, and inclusive workplace.
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📌 Workplace & Human Experience Manager (New South Wales)
🏢 Jll
📍 New South Wales