JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Shaping the future of real estate for a better world!

At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.

We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.

JLL is a global leader in helping clients envision where people live, work, play, shop, and eat.

Benefits:
18 weeks paid parental leave for Primary Carer after 6 months of service
Private Health Insurance Discounts
Gym & Wellbeing Discounts
Employee assistance program
Health & Beauty Discounts
Novated Lease for EV Cars
‘You Days’ – 2 extra leave days!
Ongoing training & development
Enjoy complimentary coffee just up the road at the JLL Head office.

What this job involves:
This position is responsible for the end-to-end Occupant and Guest Experience within the assigned portfolio, with the focus on providing outstanding Experience in the Workplace. With Experience at the core of the gearing of the service delivery, workplace activities need as human-centric and engagement focused as possible, with team management, site operations, service contracts, sourcing, procurement and financial decisions made with this ultimate target of Delight in mind, while maintaining safe working practices throughout all we do.

The role acts as the single point of contact for the Global Real Estate (“GRE”) client team regarding Workplace activities at a Country level, and supports account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement, interfacing not only with GRE, but also other service partners such as Security and Dining Services, with Landlords as relevant, along with the lines of business and occupants as the ultimate service recipients.

Main Duties:
Transforming to the Workplace Team of the future
Develop existing and bring in new talent and capabilities, provide training and support and encourage further growth opportunities
Introduce technology and digital platforms to enable Country team to be mobile and present on the occupant floors
Develop an active and visible Workplace Experience Team
Ensure there is a highly proactive, responsive, dynamic and agile team

Client/Stakeholder Management (in support of the Workplace Cluster lead)
Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved




Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
Deliver an exceptional quality of service to the Client, as reflected by Client feedback

Leadership / Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Proactively manage the team to deliver Delight
Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and in office Vendors

Operations Management
Ensure the delivery of all operational requirements as per the client scope of works across country
Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
Ensure site financial operations are meeting or exceeding targets and financial processes as well as controls are adhered to at all times.
Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures
Ensure data integrity of all systems across the Region and perform audits from time to time
Ensure meeting or exceeding SLA/KPI scores Ensuring up to date information on Client’s Property Services SharePoint
Hire, attract and retain a team of top talented employees and to ensure company standards are met
Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
Resolve user's complaints and concerns with solutions and follow up
Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
Schedule detailed floor inspections conducted regularly
Implement service tasks, procedures and policies and measure performance
Ensure that an effective Work Order system is maintained for rectification of any defective items/services & ensure that these are addressed in a timely manner
Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
Coordinate churn work and minor project works requested by users
Implement and manage the change control process
Report building incident following with set escalation channels with measures and solutions
Manage Vendor Contract database to ensure they are up to date at all times
Manage vendor procurement processes and ensure timely contract execution, negotiation, including preparation of tender documentation and preparation of contracts in accordance with agreed guidelines




Generate reports and conduct presentations as per the service delivery requirements and overall account management.

Sound like you? This is what we’re looking for:
Excellent verbal and written communication skills as well as presentation skills
Able to adapt in a fast-paced working workplace and versatile in meeting client changing needs and requirements
Strong analytical, organization and administration skills
A minimum of 8 years in the facility management industry/hospitality industry
Experience in people management and develop inclusive culture and encourage team spirit
Sounded knowledge of critical MEP facilities and work closely with site Engineering team
An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.

What you can expect from us:
As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity and building an inclusive workplace. This is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies. We support applications from all underrepresented groups, including Aboriginal and Torres Strait Islanders, LGBT+, people with disability and people of all age, religions and race. We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.

Apply today, quoting job reference number LMREQ543943

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

Personalized advantages that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading qualified services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

📌 Workplace Lead ANZ (Sydney)
🏢 Jll
📍 Sydney