Operational Excellence Manager

Operational Excellence Manager

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.

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:

• 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.

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 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.

Operational Trainings

- Design and deliver targeted training programs based on gaps identified during operational reviews. Focus on technical skills, soft skills, contract and vendor management and effective communication.

- Provide ongoing coaching to site teams and emerging leaders. Foster 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.

Key performance indicators for this position (KPIs):

- Operational stability and improvement via KPI, CSAT survey, training delivery

- 360 performance review by line manager, peers, subordinates and clients.

- Annual finance targets

What is person specifications?

1. Core Values to be demonstrated by the job holder:

Key Value

Underpinning statements

Support officer to achieve a comfortable and safe living environment.

Contributing Positively to Community

Applying Knowledge with Compassion

Solving Problems Collaboratively

Solving Problems through Communication

Making Just Choices

Facing Challenges with Determination

2. Functional Competencies to be demonstrated by the job holder:

For a manager's role:

Name of Competence

Competence 1

Operational Leadership

Competence 2

Delivering results

Competence 3

Customer focus/Stakeholder Management

Competence 4

Problem solving and judgement

Competence 5

Data-driven decision making

Competence 6

Communicating and influencing

Competence 7

Coaching &Talent Development

Competence 8

Risk & Compliance Management

3. Specific specialised knowledge, professional skills, qualifications or experience required for this job:

Minimum Academic Degree required

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

Professional skill and knowledge required

- 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

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

- Proven track record in designing and delivering training programs.

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

Language

Extensive

English

Local languages- Nice to have

IT Skills

Mandatory

- Microsoft Office and knowledge of relevant software.

4. Other job-related or local special factors not mentioned above:

4.1 Non – criminal record issued by police authorities must be provided by the selected candidate.

4.2 Travel frequency-up to 25% travel around the APAC region.

Sound like you? To apply you will have:

• 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

What you can expect from us

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

Apply today!

Location:

Remote –Tokyo, Japan

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to