Workspace Experience & Operations Manager

JLL empowers you to shape a brighter way .   Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. What this job involves: The Workspace Experience & Operations Manager is responsible for managing the strategic and operational delivery of integrated facilities management and workplace experience services across the HSBC portfolio in Australia This role encompasses stakeholder engagement, team leadership, financial oversight, and operational excellence. What your day-to-day will look like: Stakeholder Management Develop strategic relationships with senior HSBC stakeholders across Australia to understand business objectives, anticipate evolving needs, and position JLL as a trusted partner. Act as the primary point of contact for all Workspace Experience & Operations matters, ensuring proactive communication and seamless escalation management. Support the Country Account Lead with reporting on operational performance, risks, initiatives, and outcomes, providing clear insights and recommendations to HSBC leadership. Work closely with regional stakeholders, Workspace Experience, delivery partners, and other service lines to deliver an integrated, one-team approach that exceeds client expectations. Champion client satisfaction through regular engagement, performance reviews, strategic business reviews, and continuous improvement initiatives. Build meaningful relationships with site stakeholders to ensure agility and alignment with changing portfolio requirements and business needs.   Budget Management Support the Country Account Lead to develop and manage annual operating budgets, capital expenditure plans, vendor contracts, and service agreements, ensuring alignment with HSBC expectations and JLL's financial targets. Monitor financial performance against budget, identifying variances and implementing corrective actions to maintain profitability, cost efficiency, and service quality. Lead contract negotiations with vendors and service providers, ensuring value for money, compliance with service level agreements, and operational excellence. Drive efficiency initiatives and cost management strategies without compromising service delivery, client satisfaction, or safety standards. Support procurement processes and ensure governance and compliance across all financial activities.   Operational Delivery & Service Excellence Oversee the delivery of all operational requirements as per HSBC's scope of work across commercial offices, retail branches, and other properties in the portfolio. Review operational dashboards (including Corrigo work order systems), analyse service performance, and work with site teams to ensure timely completion and continuous improvement. Ensure compliance with all workplace health & safety, engineering, environmental, and operational procedures and controls. Establish and maintain Standard Operating Procedures for facilities management and workplace experience delivery across the regional portfolio. Review and endorse all Permits to Work (PTW) and Authorizations to Work (ATW) submitted, ensuring compliance with safety standards and risk mitigation protocols. Respond to critical incidents and escalations to ensure safety, resolution, and transparent communication with HSBC stakeholders. Support local teams to achieve Key Performance Indicators and Service Level Agreement targets through proactive management and performance monitoring. Be available for emergency response and provide leadership during crisis situations as required. Ensure