Operations Director

Overview

Operations Director responsible for delivering integrated facilities management services to the client across multiple service lines, sites and geographies, acting as the primary point of contact for the account.

What you'll do

• Act as the primary point of contact for all matters specific and related to the account.
• Develop forward-looking, peer-reviewed strategic plans that maximize profitability and leverage JLL's capabilities, and create and execute annual account business plans.
• Build and maintain strong, long-lasting customer relationships, and oversee account management including forecasting, budgeting and tracking of key account metrics.
• Conduct regular client engagements including weekly operations meetings, monthly management review meetings and quarterly business reviews.
• Manage all building-related technical and service contracts and ensure operational excellence across the portfolio.
• Develop and implement procedures, operational standards and performance measures to ensure efficiency, accuracy, consistency and reliability.
• Ensure all Critical Environment Management (CEM) requirements are achieved and maintained and uninterrupted operations within mission-critical and high-availability environments.
• Develop and implement Preventive and Planned Maintenance (PPM) programs and drive asset reliability and maintenance optimization.
• Provide 24/7 emergency call support and site attendance as required, and coordinate critical out-of-hours issues.
• Oversee integrated facilities management services including hard and soft services across facility management, workplace services, site services, ground maintenance, engineering services, employee services, utilities and energy management, and specialty services.
• Manage third-party and subcontractor performance and ensure vendor procurement complies with client procurement guidelines and JLL best practices.
• Plan and manage all contracts to ensure services are professionally delivered at optimal cost and value, and monitor contract expiry dates.
• Ensure site financial operations meet or exceed targets and comply with JLL financial controls, including account forecasting, budget management and cost savings initiatives.
• Ensure a safe working environment across all sites and compliance with statutory fire, health, safety and environmental regulations.
• Ensure disaster recovery and business continuity plans are developed, implemented, tested and maintained, including fire evacuation plans, emergency evacuation procedures and bomb threat response procedures.
• Ensure integrity, accuracy and audit readiness of operational and compliance data and account policies and procedures.
• Achieve client KPIs and Service Level Agreement (SLA) targets and ensure timely monthly, quarterly and annual reporting to clients and internal stakeholders.
• Develop new business and expand share of wallet by solving client pain points.
• Build and lead account leadership teams, foster talent development, and manage, coach and mentor team members to support professional growth and succession planning.

What you'll need

• Bachelor's Degree or Diploma in Mechanical, Electrical, Building, Facilities Management, or related discipline.
• Minimum 10 years' experience in Facilities Management with proven leadership and team management capability.
• Minimum 3+ years in a similar multi-service line Account Leadership role.
• Strong technical understanding of Mechanical & Electrical (M&E) systems.
• Knowledge of Occupational Health & Safety requirements and statutory compliance.
• Financial acumen including budgeting, forecasting, commercial management and profitability optimization.
• Strong stakeholder management, relationship management and influencing capability.
• Strong analytical, presentation, communication and organizational skills.
• Ability to manage multiple complex operational matters simultaneously.
• Sound computer literacy including Microsoft Office and facilities management systems.
• Flexibility to provide 24/7 support when required.

Nice to have

• Mechanical bias preferred.
• Experience within 24/7 large-scale operational environments; manufacturing, R&D, semiconductor or mission-critical operations preferred.
• Proven track record managing multiple scaling accounts or regional enterprise portfolios.
• Advanced degree and/or professional certifications are advantageous.

Details

• On-site, Bengaluru, Karnataka.
• Scheduled weekly hours: 40.
• Flexibility to provide 24/7 support and site attendance when required.