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.
Role Overview
The Workplace & Human Experience Manager serves as deputy to the Account Lead, providing strategic and operational leadership for facilities management operations. This role combines operational oversight with human-centered design to create workplaces that enhance employee wellbeing, engagement, and productivity across the contracted portfolio.
Key Responsibilities
Leadership & Team Management
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Act as second-in-command, assuming full operational responsibility during Account Lead absence
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Supervise daily FM team operations, including coordination, resource allocation, and performance management
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Coach, mentor, and develop FM team members to build capability and drive high performance
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Foster collaborative culture emphasizing safety, service excellence, and continuous improvement
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Support strategic planning, client relationships, budget oversight, and contract performance
Workplace Operations
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Ensure seamless operations per contract specifications and SLAs
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Lead proactive facility inspections and identify improvement opportunities
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Direct space planning, workspace reconfigurations, and business space requirements
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Ensure compliance with regulations, building codes, and SOPs
Human Experience & Engagement
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Design and implement workplace experience programs prioritizing employee wellbeing and satisfaction
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Lead stakeholder engagement through surveys, focus groups, and feedback mechanisms
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Create community-building initiatives and events that foster organizational culture
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Partner with HR, IT, and business leaders to align workplace strategies with organizational goals
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Monitor satisfaction metrics and implement data-driven improvements
Health, Safety & Wellbeing
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Ensure FM team adherence to safety procedures, compliance, and reporting
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Oversee emergency preparedness and crisis response protocols
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Implement wellbeing initiatives addressing physical comfort, mental health, and environmental quality
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Champion sustainability programs including energy efficiency and waste reduction
Strategic Planning & Innovation
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Support Account Lead in strategic FM and workplace experience initiatives
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Identify and implement emerging workplace technologies and innovations
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Leverage workplace data for evidence-based decision making
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Review service metrics to address operational challenges and opportunities
Vendor & Stakeholder Management
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Build strong client partnerships through transparent, responsive communication
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Oversee vendor coordination and service provider relationships
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Monitor vendor performance against quality, response time, and satisfaction metrics
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Coordinate construction activities and capital projects with project teams
Operational Excellence
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Drive continuous improvement addressing SLA gaps and process optimization
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Monitor work order metrics, response times, and maintenance effectiveness
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Identify cost savings while maintaining service quality and experience standards
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Ensure consistency and best practices across all sites
Key Performance Indicators
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Strategic workplace strategy aligned with client objectives
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Operational efficiency improvements and cost optimization
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Employee satisfaction and engagement scores
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Health, safety, and compliance metrics
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SLA achievement and service delivery excellence
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Vendor performance and cost management
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Space utilization optimization
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Innovation implementation and continuous improvement
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Stakeholder relationship strength
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Team engagement and development
Required Skills & Experience
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3-5 years progressive experience in facilities management, workplace services, or employee experience
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Proven multi-site portfolio management and complex operations experience
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Track record implementing workplace experience programs and change initiatives
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Comprehensive knowledge of building services, operations, and space planning
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Strong understanding of employee engagement and organizational culture development
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Exceptional interpersonal and communication skills across all organizational levels
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Strategic thinking with strong operational execution capability
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Financial acumen including budget management and cost analysis
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Knowledge of health/safety regulations, building codes, and sustainability frameworks
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Customer-centric approach with commitment to service excellence
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Collaborative leadership style with ability to influence across functions
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Adaptability to changing requirements, trends, and business priorities
Benefits:
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18 weeks paid parental leave for Primary Carer after 6 months of service
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Private Health Insurance Discounts
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Gym & Wellbeing Discounts
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Employee assistance program
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Health & Beauty Discounts
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Novated Lease for EV Cars
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‘You Days’ – 2 extra leave days!
JLL is committed to fostering a diverse, equitable, and inclusive workplace. Applications from all qualified candidates are welcomed.
Apply now and quote ABREQ517167
Location:
On-site –Sydney, NSW
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 generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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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 [email protected]. 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.
