Job description
Role Overview
Workspace, Experience & Operations Lead at JLL, based on-site in Dubai, UAE. This multi-disciplinary role drives operational performance excellence across the portfolio in the GCC region (UAE, Bahrain, Kuwait, Qatar).
Company Overview
JLL is a leading global provider of real estate and investment management services. The organization combines world-class services, advisory, and technology to shape the future of real estate for a better world.
Role Purpose
Lead transformation initiatives and operational performance excellence across hard and soft services, ensuring exceptional service delivery that meets all contractual obligations. Support the Country Lead/Sub-Regional Lead, oversee direct reports, and cultivate a forward-thinking, experience-led approach that challenges traditional operational mindsets and introduces systematic changes to enhance efficiency and quality.
Key Responsibilities
Operational Performance & Compliance
- Drive operational excellence across Hard and Soft services through direct reports, ensuring compliance with KPIs, SLAs, and operational performance targets.
- Own the end-to-end lifecycle of incident management and work order closure across area of responsibility, ensuring all documentation, evidence, and corrective actions are completed, retained, and audit-ready.
- Implement and champion a "manage by exception" operational model, ensuring routine work orders, incidents, and service delivery are managed autonomously by JLL, with client involvement only for high-severity issues, strategic decisions, or material exceptions.
- Establish clear escalation protocols and accountability pathways to reduce administrative burden on the client and empower the local JLL team to make decisions within agreed parameters.
Team Leadership & Development
- Lead and develop operational teams to deliver exceptional client service and performance.
- Lead by example with decisive action, risk-based prioritization, and elevated operational standards.
Transformation & Process Improvement
- Implement transformation and new ways of working methodologies across country operations, challenging the status quo.
- Experience implementing innovative operational improvement solutions.
- Design and implement systematic improvements with a process-driven approach.
Reporting & Communication
- Enhance reporting and communication frameworks providing clear visibility of operational performance.
Stakeholder & Vendor Management
- Work closely with regional vertical leaders while driving local performance changes through WE&O team.
- Manage supply chain key relationships and embed a mindset to hold vendors accountable for quality and timeliness.
- Lead vendor performance management, ensuring contract compliance, timely delivery, and quality standards.
Qualifications & Experience
- Bachelor's degree in Facilities Management, Business Administration, or related field, or equivalent experience.
- Proven success in operational transformation.
- Strong understanding of GCC market requirements, challenges, and local regulations.
- Experience managing teams with demonstrated people management skills.
- Knowledge of building regulations, health and safety protocols, contractor management, and statutory compliance.
- Project management experience with ability to meet tight deadlines.
- Proven track record of working collaboratively to solve problems in a timely manner with professionalism.
Skills & Competencies
- Exceptional leadership ability with demonstrated team development capabilities.
- Financial acumen and budget management expertise.
- Excellent communication skills with ability to engage effectively with clients and stakeholders.
- Demonstrated ability to drive performance improvement and transformation initiatives.
- Proficiency with Microsoft Office and facilities management technology platforms.
Additional Information
- Location: On-site, Dubai, UAE.
- JLL is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.