Operational Excellence 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. Operational Excellence Manager About JLL – We’re JLL. We’re a professional services and investment management firm specializing in real estate. As a Fortune 500 company, we help real estate owners, occupiers and investors achieve their business ambitions. If you’re looking to step up your career, JLL is the perfect professional home. With us, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections and be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL!

The Operational Excellence Manager is responsible for driving continuous improvement, standardization, and capability building within our operations team. This role serves as a critical bridge between strategic operational goals and frontline execution. The primary focus is to enhance service delivery quality through rigorous training programs, the development of standardized best practices and tools, and act as floating PFM during PFM turnover or transition periods in APAC. The Operational Excellence Manager reports to the Regional Workplace Coordinator for North Asia Pacific. While primary locations include Canberra, Singapore, Beijing, Hong Kong, Tokyo, Manila, Jakarta, and Bangkok, we are open to candidates based in other locations within the region.   What this job involves:   1.       PFM without portfolio Step in as the acting PFM during planned or unplanned absences of site leads to ensure zero disruption in service delivery. Provide direct supervision and guidance to on-site technical and soft services teams during coverage periods, ensuring adherence to safety , compliance, and performance standards. Serve as the primary point of contact for clients during coverage periods, managing expectations, attending key meetings and resolving escalated issues promptly. Monitor Work Order management within the Corrigo system to ensure proactive planning and vendor coordination. Verify correct task assignment and drive timely completion or escalation of issues prior to due dates to maintain service level agreements. Conduct comprehensive operational diagnostics to assess on-ground realities, including team structure, task allocation, communication dynamics, workplace culture, and vendor/contract management. Collaborate with RFMs and RWLs to translate these insights into actionable, long-term continuous improvement plans. 25% 2.       Drive and lead operational excellence Develop, document, and enforce Standard Operating Procedures for critical operational activities, ensuring consistency across all sites. Identify opportunities for process optimization and tool enhancement. Lead initiatives to streamline workflows, reduce waste, and improve operational efficiency. Track and report on key operational KPIs and use data-driven insights to drive decision-making and corrective actions. Lead and own the Operational Excellence components of the annual Account Development Plan to implement transformative changes and drive continuous service enhancement. Support RFMs and Site Teams in monitoring operational expenditures. Identify cost-saving opportunities through process optimization, vendor consolidation, or energy