Facilities Operations Manager

JLL; City of Syracuse (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

JLL is seeking an Operations Manager to join our client-facing facilities team in the New York region. You will oversee Sr Facility Managers, Facility Managers and Engineers, directing operations and maintenance programs across diverse building types within JLL’s managed portfolio.

Expect to lead process improvements, escalations handling, and cross-functional collaboration to ensure service excellence and client satisfaction.

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 description

We are seeking an Operations Manager to join our team.

Position Summary:

We are seeking an Operations Manager to join us in one of our Client's regional locations (Hicksville, NY, Albany, NY, Syracuse, NY, Buffalo, NY and Boston, MA). This individual will report to the account team's Manager of Operations and will directly support an account-based Integrated Facility Management (IFM) team. The position will be responsible for overseeing and optimizing our account team's operations processes. This individual will utilize best facilities management practices by documenting and implementing processes and procedures into efficient and repeatable methods to deliver best in class operational outcomes.

An emphasis will be placed on improving the overall client experience as well as on positive and timely response to concerns or needs of the client. The Operations Manager will demonstrate leadership, responsiveness, and creativity while overseeing ongoing improvement initiatives for creating consistent, efficient and best in class delivery of our IFM scope of services. The role will drive client satisfaction, demonstrating value to the client with a focus by managing initiatives and process improvement efforts with responsiveness and urgency.

The role will work hand-in-hand with our Engineering Manager and will be asked to leverage organizational skills, problem solving, and creative thinking to resolve escalated issues, drive continuous process improvement and team development in a dynamic environment. There will be extensive interaction with both internal and external customers to ensure seamless delivery of our services while meeting JLL's goal to provide our clients with the highest level of service available.

Essential Functions:

• Provide operational leadership setting the account's operational direction through matrix management of our IFM team, including Sr Facility Managers, Facility Managers and Engineers responsible for operations and maintenance programs for all building/site types within JLL's managed portfolio.
• Work with key stakeholders, business, and key technical leaders to help align functional solutions and execute a plan for programs including data management, data governance, data quality, and operational alignment, along with reporting and analytics.
• Proactively manage assigned projects/programs to ensure milestones are achieved as planned including proactively managing execution progress, managing communications, reporting status, managing resources, managing change, removing roadblocks, and resolving conflicts.
• Develop and implement innovative programs and processes that aim to reduce short and long term operating costs and increase our field team's productivity.
• Detect operational issues, process problems, and other risks and work with the appropriate team members to find resolutions.
• Oversight/support of our operational systems and tools that support the account's IFM team which include but are not limited to Corrigo, IntelliCommand, Operations Risk Register, Telecom Site Tiering Tracker, Field Guide Processes, Arc Flash Program, and JLL Client Assurance Program (JCAP) Manage the account / client risk register tracking all asset, facility, and process risks to client operations and facility / asset reliability. Develop and lead report out meetings with client's upper management.
• Provide oversight for our Asset database and ongoing maintenance. Management of Facility inspection/assessment programs that will provide facility condition data that will feed the account Capital Budgeting process. Ensure data feeding Capital Asset Renewal dashboards is accurate and up to date.
• Utilize the asset database to develop asset replacement information that can be utilized by the account team as well as BU representatives to develop replacement strategies.
• Work with team to ensure Work Order service levels, client communication requirements, and reliability KPIs and CPIs are met.
• Build successful relationships across the account, including regional and Center of Excellence, to ensure business requirements are understood and to promote confidence, forward planning and best practices - be a trusted advisor. Collaborate with account-wide team and proactively share and reapply all learnings, successes and best practices.
• Lead cross-functional teams supporting daily use of computerized maintenance management system