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About the Role

The Operational Excellence Manager is responsible for driving continuous improvement, standardization, and capability building within the operations team. This role serves as a critical bridge between strategic operational goals and frontline execution, focusing on enhancing service delivery quality through training, standardized best practices, and acting as a floating PFM during transitions in APAC.

Responsibilities

• 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.
• 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 efficiency initiatives, ensuring operational activities align with the account’s financial goals.
• Establish and maintain a centralized Knowledge Management repository for SOPs, training materials, and best practice case studies.
• Ensure this resource is easily accessible and regularly updated to serve as a single source of truth for the operations team.
• Serve as a liaison between PFMs, regional leadership, and clients by understanding their unique pain points and concerns.
• Translate this feedback into actionable solutions that promote cross-functional collaboration and resolve operational bottlenecks.
• Design and deliver targeted training programs based on gaps identified during operational reviews, focusing on technical skills, soft skills, contract and vendor management, and effective communication.
• Provide ongoing coaching to site teams and emerging leaders, fostering a culture of continuous learning and accountability.
• Revamp and manage the onboarding process for new hires alongside line managers, ensuring rapid integration into the team and immediate understanding of operational standards and cultural expectations.
• Maintain a skills matrix for the operations team.
• Create personalized development plans to address individual and team-wide competency gaps.
• Lead change management initiatives when rolling out new processes, technologies, or organizational structures.
• Act as a change agent to overcome resistance, ensure staff adoption of new standards, and communicate the benefits of operational improvements to all stakeholders.

Requirements

• Non – criminal record issued by police authorities must be provided by the selected candidate.
• A university degree or professional qualification in engineering/facilities management.
• Over 5 years practical experience in facilities operations.
• Interpersonal skills with a strong client focus.
• Technical comprehension and experience with performance-based service contracts and vendor management both soft and technical.
• Knowledge of occupational safety requirements.
• Ability to work within a budget.
• Demonstrated initiative.
• Strong written and oral communication skills.
• Ability to solve problems.

Skills

• Operational Leadership
• Delivering results
• Customer focus/Stakeholder Management
• Problem solving and judgement
• Data-driven decision making
• Communicating and influencing
• Coaching &Talent Development
• Risk & Compliance Management
• Proficiency in process mapping tools (e.g., Visio)
• Data analysis (Excel, Power BI)
• Change management expertise
• Microsoft Office
• Knowledge of relevant software

Location

• Canberra
• Singapore
• Beijing
• Hong Kong
• Tokyo
• Manila
• Jakarta
• Bangkok
• Remote – Tokyo, Japan

Work Type

• Remote

Experience Level

• 5+ years of experience in Facilities Management, Operations, or Continuous Improvement roles.
• Experience with multi-site operations or floating resource models is highly desirable.

Education Level

• Bachelor’s degree in Facilities Management, Business Administration, Engineering, or a related field.

Benefits

• Support your growth through meaningful work, continuous learning, inclusive leadership, and opportunities to shape the future of real estate operations.

About the Company

• 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.
• 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!
• Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services.
• For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties.
• A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise.
• Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM.
• JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated.

Equal Opportunity

• Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.
• If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com.
• This email is only to request an accommodation.
• Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.