Workplace Experience Lead

Jones Lang LaSalle Incorporated; Bengaluru; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Bengaluru seeks a Regional Workplace Lead to drive APAC workplace excellence, oversee multi-site operations, and ensure KPI/SLA alignment with global standards.

The role requires strong leadership, data-driven decision making, and collaboration with clients, site teams, and vendors to deliver high-quality workplace experiences across the region.

Qualifications

• Experience leading multi-site facility operations across diverse regions.
• Proven ability to drive KPI/SLA compliance and process improvements.
• Strong data reporting, validation, and analytics capabilities.

Responsibilities

• Oversee regional workplace operations across APAC to meet standards.
• Monitor KPI/SLA performance and drive corrective actions.
• Ensure data integrity across CAFM/IWMS and reporting platforms.
• Lead cross-functional teams and align regional operations with global standards.
• Engage clients and vendors to deliver high-quality workplace solutions.

Skills

Operational leadership

KPI & SLA management

System reporting

Cross-regional coordination

Job description

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.

Position Overview Job Title: Workplace Lead / Regional Operations Manager Department:Facility Services/Client Services Reports To: [Regional Account Director] Location: [Bangalore /City/Region] Employment Type: Full-time

Position Summary The Regional Workplace Lead is accountable for driving workplace excellence across multiple sites within the APAC region, ensuring seamless service delivery, client satisfaction, and alignment with JLL's global workplace strategy. This role demands strong operational leadership combined with strategic foresight, cross-regional coordination, and deep expertise in KPI/SLA management, system reporting accuracy, and operational problem-solving. The position requires delivering workplaces that are efficient, inspiring, and human-centered while ensuring consistent performance standards, data integrity, and collaborative alignment across all APAC locations.

Key Responsibilities:

• 1. Regional Operational Leadership Oversee daily workplace operations across diverse facilities within the APAC region Ensure compliance with SOPs, SLAs, and regulatory standards across all locations Conduct proactive audits, operational resets, and risk assessments to maintain safe, functional, and high-quality environments Drive continuous improvement initiatives to enhance efficiency and reduce operational costs Establish regional operational excellence standards and best practices Provide operational leadership and direction to multi-site facility management teams
• 2. KPI & SLA Compliance Management Own end-to-end responsibility for meeting all contractual KPIs and SLAs across the APAC region Monitor, track, and report on operational performance metrics in real-time Establish proactive monitoring systems to identify potential compliance risks before they impact service delivery Develop corrective action plans for any KPI/SLA deviations and drive accountability for resolution Conduct root cause analysis on performance gaps and implement preventive measures Prepare comprehensive KPI/SLA performance reports for clients and internal leadership Partner with site teams to ensure consistent understanding and execution of performance commitments Drive a culture of performance excellence and accountability across all operational functions
• 3. System Reporting Accuracy & Data Integrity Ensure accuracy, consistency, and timeliness of all operational system reporting across APAC Validate data inputs from CAFM, IWMS, ticketing systems, and other operational platforms Establish data quality standards and validation processes across all reporting systems Identify and resolve reporting discrepancies, data gaps, and system integration issues promptly Lead standardization of reporting formats, metrics definitions, and data collection methods Implement automated validation checks and reconciliation procedures Partner with IT, finance, and COE teams to enhance reporting capabilities and dashboard functionality Ensure reporting systems support operational decision-making and client transparency requirements
• 4. Operational Problem-Solving & Solution Development Serve as the primary escalation point for complex operational challenges across APAC Analyze operational pain points and develop practical, scalable solutions Design and implement service delivery models that address regional variations and client needs Drive innovation in workplace operations through technology adoption and process optimization Collaborate with cross-functional teams to solve multi-dimensional operational challenges Develop contingency plans and alternative approaches for service continuity Facilitate knowledge sharing of successful solutions across the regional network
• 5. APAC Regional Alignment & Collaboration Lead regional coordination and alignment across all APAC workplace operations Establish consistent operational standards while respecting local market requirements Facilitate regular regional operations calls, best practice sharing, and collaborative problem-solving Coordinate with country/site leads to ensure seamless service delivery and knowledge transfer Drive standardization of processes, tools, and approaches across APAC locations Support regional capacity planning, resource optimization, and cross-site collaboration Ensure regional operational strategies align with global JLL workplace standards Build a cohesive regional operations community focused on collective excellence
• 6. Client & Stakeholder Engagement Act as the primary operational liaison between clients, employees, and service teams Build trusted relationships with stakeholders, ensuring alignment with business priorities Deliver services that consistently meet or exceed expectations and performance commitments Provide regular reporting and strategic insights to clients on workplace performance and trends Conduct quarterly business reviews highlighting achievements, challenges, and improvement initiatives Translate client feedback into actionable operational improvements
• 7. Vendor & Partner Management Manage vendor contracts, performance, and compliance across the region Collaborate with property services, reception, technology, and other partners to deliver integrated workplace solutions Negotiate service agreements to ensure cost-effectiveness and quality outcomes Conduct regular vendor performance reviews and drive accountability for service delivery Manage vendor escalations and resolution processes
• 8. Workplace Experience & Employee Engagement Enhance employee and guest experiences through persona-driven design and hospitality-inspired service Implement initiatives that foster collaboration, innovation, and well-being Promote inclusivity and sustainability in workplace programs Support events, campaigns, and engagement activities that strengthen workplace culture Measure and track workplace experience metrics and sentiment
• 9. Strategic Planning & Transformation Contribute to long-term workplace strategies and transformation programs Align regional operations with JLL's global employee experience roadmap Use data-driven insights to optimize space utilization, sustainability, and future growth Support change management initiatives during workplace transitions or redesigns Drive workplace innovation and pilot new service delivery models
• 10. Leadership & Team Development Mentor and guide site leads and workplace teams across APAC to deliver consistent excellence Foster a culture of accountability, collaboration, and innovation Provide training and development opportunities to enhance regional team capabilities Establish clear performance expectations and conduct regular performance reviews Build succession pipelines and develop future operational leaders
• 11. Risk & Compliance Management Ensure adherence to health, safety, and environmental standards across all locations Mitigate risks through proactive monitoring and compliance frameworks Support business continuity planning and crisis management Conduct regular risk assessments and implement mitigation strategies Maintain comprehensive documentation for audit and compliance purposes
• 12. Financial & Commercial Operations Management Support budget planning and financial performance monitoring Identify cost optimization opportunities while maintaining service quality Validate operational costs and ensure financial accuracy in reporting Partner with finance teams on invoice management and budget reconciliation
• 13. Additional Operational Responsibilities Contract Management: Oversee vendor partner contracts and performance agreements Client Invoice Management: Validate and coordinate billing processes Project Execution Management & Handover: Lead operational projects and ensure smooth transitions Event Management (Internal & External): Coordinate and execute workplace events and programs Clinical Support: Provide operational support for clinical and specialized facility requirements Relocation Activities: Manage employee relocation logistics and coordination Exit NOC Management: Oversee no-objection certificate processes for departing employees Agreement Review Support: Provide operational input on contract and agreement reviews

Key Performance Indicators:

• KPI/SLA compliance rates across APAC (target: >95%)
• System reporting accuracy and timeliness
• Client satisfaction scores (NPS/CSAT)
• Operational cost management and budget adherence
• Issue resolution time and escalation rates
• Vendor performance ratings
• Employee workplace experience scores
• Audit and compliance findings (target: zero critical findings)
• Regional process standardization completion
• Team development and retention metrics
• Innovation initiative implementation success
• Data integrity and validation scores

Key Competencies:

• Strong operational leadership and multi-site management experience
• Deep expertise in KPI/SLA frameworks and performance management
• Advanced skills in system reporting, data analysis, and quality assurance
• Proven problem-solving and solution design capabilities
• Excellent cross-cultural collaboration and regional coordination skills
• Strategic thinking combined with hands‑on operational execution
• Strong client management and stakeholder engagement abilities
• Change management and continuous improvement mindset
• Financial acumen and commercial awareness
• Technology proficiency in workplace management systems

Location: On‑site –Bengaluru, KA Scheduled Weekly Hours: 40

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 [e-mail]. This email is only to request an accommodation.

Please direct any other general recruiting inquiries to our Contact Us page.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated.

For further information, visit jll.com.