Operational Excellence Manager

About the role

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.

Key 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

• Conduct comprehensive operational diagnostics to assess on-ground realities, including team structure, task allocation, communication dynamics, workplace culture, and vendor/contract management

• Develop, document, and enforce Standard Operating Procedures for critical operational activities, ensuring consistency across all sites

• Track and report on key operational KPIs and use data-driven insights to drive decision-making and corrective actions

• Design and deliver targeted training programs based on gaps identified during operational reviews

• Provide ongoing coaching to site teams and emerging leaders

• Lead change management initiatives when rolling out new processes, technologies, or organizational structures

About you

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

• 5+ years of experience in Facilities Management, Operations, or Continuous Improvement roles

• Proven track record in designing and delivering training programs

• Strong understanding of FM operational workflows in FCDO account and industry standards

• Excellent presentation, public speaking, and coaching skills

• Proficiency in process mapping tools (e.g., Visio) and data analysis (Excel, Power BI)

• Change management expertise with the ability to influence stakeholders at all levels

• Experience with multi-site operations or floating resource models is highly desirable

• Intermediate confidence and extensive operational English language proficiency

About us

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. 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.

Benefits

At JLL, we support your growth through meaningful work, continuous learning, inclusive leadership, and opportunities to shape the future of real estate operations.