This leadership role is positioned within a JLL team working closely with one of our most dynamic & fast-growing Client accounts from the technology and online retail industry. The Client’s Real Estate and Facilities (GREF) team provides real estate transaction expertise, capital investment program management and facility maintenance and operation across multiple countries in Asia Pacific (APAC).

GREF partners with suppliers to ensure quality, innovation and scalability with Client’s business and utilizes customer driven feedback to continuously improve and exceed employee expectations.

The main goal of the role is to give oversight to our central Shared Service Center (SSC) operational teams that support our APAC operations. The key objectives include ensuring operational excellence, strong integration across all delivered services and creating a “one-team” approach while driving further service enhancements. The role combines the need to drive continuous improvement with focus on talent development. Areas in oversight of the SSC Lead include financial and lease management activities, project management support, analytics and business intelligence and several other activities specific to the corporate real estate services. The particular teams may report into the SSC Lead directly or in a matrix structure setup. The person in this role will work closely with the APAC GREF leadership and may work on several strategic developments within the Client’s structure.

• Grow and manage a matrix team of up to 50-70 team members in the Shared Services Center operations. Build a “one-team” approach by driving collaboration and synergies between the particular sub-teams
• Act as main point of contact and strategist when it comes to HR processes & talent development for the managed team. Participate in all required HR processes, with strong focus on talent acquisition
• Build a culture embracing customer centricity, continuous improvement and innovative thinking in daily operations
• Drive overall knowledge & skillset across the team by driving a strong learning & development programme and supplying individual coaching
• Perform oversight over financials related to the managed operation. Agree the fee budget & resources with the Client and ensure internal compliance & controls are in place regarding revenue & cost
• Manage partnership with local internal stakeholders required for efficient team operations, including business leadership, office management, HR and IT
• Seek opportunities within internal and external stakeholder networks for new services & solutions adding value to client delivery
• Identify new client needs and areas requiring support and translate into setup of new process and services. Conceptualize initial needs into feasible solutions, implement and stabilize performance of new delivery areas
• Participate in the work of the corporate real estate leadership team of the client and contribute to agreed projects. Take ownership of initiatives aimed at achieving operational optimization through the setup of centralized processes
• Act as a trusted advisor to the client and maintain strong relationship with key client & JLL stakeholders within the account team
• Act as the point of escalation for any issues or underperformance related to service delivery. Agree & execute action plans leading to resolving those permanently
• Grow the business delivered to the client and contribute to overall business growth by transferring solutions & services to other areas of business or client accounts

• 5-7 years of experience in managerial positions, including handling various team types and diversified reporting models. Experience in managing and developing individuals and teams remotely will be beneficial.
• Experience in services delivered remotely, with particular focus on real estate service delivery. Corporate real estate experience will be a significant benefit
• Ability to deal with ambiguity and develop innovative, flexible solutions to deliver client results.
• Track record in building strong relationships with clients based on excellence in service delivery
• Higher education degree in management, finance or other business-related area
• Vast experience in people management & talent development with achievements in shaping team culture
• Capability to think strategically and see the big picture combined with ability to dive into detail and understand elementary process activities
• Strong understanding of commercials related to service delivery
• Project management capabilities allowing to lead multiple developments in parallel and give oversight to project lead by others
• Problem solving skills combined with out-of-the-box thinking about scope of delivered services
• Logical and analytical thinking and experience in analyzing various datasets and ability to take data-driven decisions
• Excellent communication skillset, with the ability to shift between various communication styles depending on situation and communication channel used
• Experience in operating across different cultures within a multinational global corporate
• Strong prioritizing and time management skillset applied to own workload as well as team managed
• Preference for work in dynamic organizations and thriving in an environment where change is a given
• Flexibility and willingness to learn and deep dive into new operational areas
• Ability to take up new responsibilities within short transition periods