Operational Excellence Manager

JLL; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

JLL is seeking an Operational Excellence Manager to drive continuous improvement, standardize best practices, and build capability across APAC operations. You will lead training programs, develop SOPs, and serve as a floating resource during turnover periods, reporting to the Regional Workplace Coordinator for North Asia Pacific.

You will supervise on-site teams, monitor KPIs, manage vendor relations, and contribute to the Account Development Plan with cost-saving initiatives, knowledge

Qualifications

• University degree or professional qualification in engineering/facilities management.
• Experience in facilities operations and multi-site environments.
• Strong communication and coaching abilities.

Responsibilities

• Drive continuous improvement, standardization and capability building across operations.
• Lead training programs and develop SOPs for critical activities.
• Own KPI tracking, data-driven decision making and cost optimization.
• Maintain Knowledge Management repository for SOPs and training materials.
• Act as liaison with PFMs, regional leadership and clients to resolve bottlenecks.

Skills

Interpersonal skills

Client focus

Travel readiness

Data analysis

Power BI

Excel

Visio

Change management

Training design

Vendor management

Education

University degree in engineering or facilities management

Tools

Visio

Excel

Power BI

Job description

About the role

The Operational Excellence Manager is responsible for driving continuous improvement, standardization, and capability building within our operations team. This role serves as a critical bridge between strategic operational goals and frontline execution. The primary focus is to enhance service delivery quality through rigorous training programs, the development of standardized best practices and tools, and act as floating PFM during PFM turnover or transition periods in APAC.

About the role

The Operational Excellence Manager is responsible for driving continuous improvement, standardization, and capability building within our operations team. This role serves as a critical bridge between strategic operational goals and frontline execution. The primary focus is to enhance service delivery quality through rigorous training programs, the development of standardized best practices and tools, and act as floating PFM during PFM turnover or transition periods in APAC.
The Operational Excellence Manager reports to the Regional Workplace Coordinator for North Asia Pacific.

What this job involves

• PFM without portfolio
• Step in as the acting PFM during planned or unplanned absences of site leads to ensure zero disruption in service delivery.
• Provide direct supervision and guidance to on-site technical and soft services teams during coverage periods, ensuring adherence to safety , compliance, and performance standards.
• Serve as the primary point of contact for clients during coverage periods, managing expectations, attending key meetings and resolving escalated issues promptly.
• Monitor Work Order management within the Corrigo system to ensure proactive planning and vendor coordination. Verify correct task assignment and drive timely completion or escalation of issues prior to due dates to maintain service level agreements.
• Conduct comprehensive operational diagnostics to assess on-ground realities, including team structure, task allocation, communication dynamics, workplace culture, and vendor/contract management. Collaborate with RFMs and RWLs to translate these insights into actionable, long-term continuous improvement plans.
• Drive and lead operational excellence (25%)
• Develop, document, and enforce Standard Operating Procedures for critical operational activities, ensuring consistency across all sites.
• Identify opportunities for process optimization and tool enhancement. Lead initiatives to streamline workflows, reduce waste, and improve operational efficiency.
• Track and report on key operational KPIs and use data-driven insights to drive decision-making and corrective actions.
• Lead and own the Operational Excellence components of the annual Account Development Plan to implement transformative changes and drive continuous service enhancement.
• Support RFMs and Site Teams in monitoring operational expenditures. Identify cost‑saving opportunities through process optimization, vendor consolidation, or energy efficiency initiatives, ensuring operational activities align with the account’s financial goals.
• Establish and maintain a centralized Knowledge Management repository for SOPs, training materials, and best practice case studies. Ensure this resource is easily accessible and regularly updated to serve as a single source of truth for the operations team.
• Serve as a liaison between PFMs, regional leadership, and clients by understanding their unique pain points and concerns. Translate this feedback into actionable solutions that promote cross‑functional collaboration and resolve operational bottlenecks.
• Operational Trainings (25%)
• Design and deliver targeted training programs based on gaps identified during operational reviews. Focus on technical skills, soft skills, contract and vendor management and effective communication.
• Provide ongoing coaching to site teams and emerging leaders. Foster a culture of continuous learning and accountability.
• Revamp and manage the onboarding process for new hires alongside line managers, ensuring rapid integration into the team and immediate understanding of operational standards and cultural expectations.
• Maintain a skills matrix for the operations team. Create personalized development plans to address individual and team‑wide competency gaps.
• Lead change management initiatives when rolling out new processes, technologies, or organizational structures. Act as a change agent to overcome resistance, ensure staff adoption of new standards, and communicate the benefits of operational improvements to all stakeholders.
• Key performance indicators for this position (KPIs) (50%) :
• Operational stability and improvement via KPI, CSAT survey, training delivery
• 360 performance review by line manager, peers, subordinates and clients.
• Annual finance targets
  

Sound like you? To apply you will have:

• A university degree or professional qualification in engineering/facilities management;
• Over 5 years practical experience in facilities operations;
• Interpersonal skills with a strong client focus.
• Travel frequency-up to 25% travel around the APAC region.
• Technical comprehension and experience with performance‑based service contracts and vendor management both soft and technical.
• Proven track record in designing and delivering training programs.
• Experience with multi‑site operations or floating resource models is highly desirable.
• Strong understanding of FM operational workflows in client account and industry standards.
• Excellent presentation, public speaking, and coaching skills.
• Proficiency in process mapping tools (e.g., Visio) and data analysis (Excel, Power BI).
• Change management expertise with the ability to influence stakeholders at all levels.
• Microsoft Office and knowledge of relevant software
• Knowledge of occupational safety requirements