Workspace Experience & Operations Manager – Portfolio & Admin Operations

JLL; Kuala Lumpur; On-site; MYR 70,000 - 120,000; Full time

Job summary

JLL in Malaysia is seeking a Facilities Operations professional to oversee 8 bank-owned properties, including Residences and Holiday Homes, ensuring high service levels and data integrity across the account.

You will lead daily operations, manage Corrigo work orders, coordinate maintenance, and drive sustainability reporting and compliance, while collaborating with the WE&O team and country leads to deliver best-in-class workplace services.

Qualifications

• 4 to 7 years of experience in facilities management.
• Experience in SLA management and performance improvement.
• Proficiency in CMMS platforms (Corrigo preferred).
• Excellent people skills for cross-stakeholder interactions.
• Professional proficiency in Bahasa Malaysia and English for documentation and compliance.

Responsibilities

• Monitor and manage Corrigo work orders daily across Residence and Holiday Home properties.
• Provide timely operational updates to stakeholders on service delivery status and planned works.
• Close the feedback loop by validating work completion and communicating outcomes to relevant parties.

Skills

Facilities management

Vendor management

CMMS (Corrigo)

SLA management

English proficiency

Bahasa Malaysia proficiency

Tools

Corrigo CMMS

Job description

What this job involves:

Oversee specialized portfolio operations encompassing the client’s Residences, Holiday Homes, Commercial, and Retail sites while driving sustainability reporting excellence and ensuring data integrity across the account. This role combines operational management, stakeholder engagement, sustainability stewardship, and administrative oversight to deliver seamless service for high-profile client properties.

What your day-to-day will look like:

Daily Operations & Service Delivery

• Monitor and manage the Corrigo work order dashboard daily, ensuring timely completion and closure of all work orders across Residence and Holiday Home properties. If required, to support remainder sites inclusive of commercial and retail properties when requested.
• Provide timely operational updates to stakeholders, maintaining clear communication on service delivery status, outstanding issues, and planned works.
• Review underperformed work orders and collaborate with Workspace Operations team to conduct root cause analysis, drive resolution, and pervert reoccurrence.
• Close the feedback loop by validating work completion before closure and communicating outcomes to relevant parties – especially Real Estate Services, Residences senior stakeholders, and Holiday Home residents.

Facilities Service Delivery & Operations

• Oversee facilities operations for 8 bank-owned properties, including Executive Residences occupied by senior bank leadership and Holiday Homes utilized by employees as a employee benefit.
• Manage vendor relationships and caretaker performance to ensure properties are maintained to the highest standards at all times.
• Coordinate reactive and preventive maintenance with urgency and discretion, recognizing the sensitive nature of Executive Residences.
• Ensure Holiday Homes are prepared for occupancy rotations, coordinating cleaning, restocking, maintenance, and readiness checks.
• Serve as the primary point of escalation for property-related issues, ensuring swift resolution and proactive communication with occupants.
• Maintain detailed property logs, inspection records, and service histories for all residences and holiday homes.
• Schedule and conduct regular quality checks and site walkthroughs to audit vendor performance, maintain service standards and identify improvement opportunities at all residential properties.
• To collaborate with the WE&O Manager, Retail to schedule Mobile Technician site visits at residential properties.

Sustainability Reporting & Environmental Stewardship

• Lead sustainability reporting which includes waste, energy, and gas consumption data collection and analysis. This includes providing recommendations for Renewable Energy Certificates (REC) purchases as required.
• Provide detailed variance commentary on sustainability metrics, identifying trends, and opportunities for improvement.
• Collaborate with delivery partners and the broader WE&O team to track environmental performance and support the implementation of intiatives to promote resource efficiency and energy / water conservation.
• Help the account remain compliant with sustainability goals and reporting frameworks.

Operations & Administrative Support

• Support the market’s DART (Data and Reporting Tool) management by ensuring timely and accurate entry of incidents, permit renewals, and compliance records.
• Collaborate with the WE&O team to gather documentation and evidence for DART submissions, and being available to support audit preparations by maintaining organized records.
• Maintain oversight of floor plan and cost centre accuracy for offices and branches, ensuring all workplace changes are reflected in current documentation.
• Coordinate with both the WE&O team and Space Data Management team to provide floor plan updates following Moves & Changes (MAC) activities.
• Support the WE&O Managers and Country Account Leads with monitoring vendor performance and documentation compliance (SCCP); driving corrective actions when required.

What we expect from all our colleagues on account:

• Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client’s personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety.
• Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved.
• You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the "what", "so what" and "now what". By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and HSBC's strategic desire for data-driven decisions.
• You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client’s sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.

Required Skills and Experience:

• 4 to 7 years of experience in facilities management with demonstrated vendor and compliance oversight.
• Proven experience in SLA management, service reviews, and performance improvement.
• Proficiency in CMMS platforms (Corrigo preferred) and facilities management systems.
• Excellent people skills and ability to interact with a wide range of client and vendor staff.
• Experienced with continuous improvement initiatives, client relationship and preparation of reports.
• Professional proficiency in Bahasa Malaysia and English is a requirement for documentation and regulatory compliance reviews.