Head of Operations, East

JLL; New York (NY); On-site; USD 180,000 - 320,000; Full time

Job summary

JLL is seeking a Head of Operations, East to partner with the Regional President and drive the region’s transformation. You will oversee protocols, performance reviews, and cross-functional initiatives with broker leads, finance, HR, and IT.

This role requires strong leadership, a track record of delivering operational efficiency, and the ability to translate strategy into action across multiple offices. The position reports to the Regional President with a dotted line to the COO, AMR Leasing.

Responsibilities

• Lead regional operations as deputy to Regional President, driving initiatives with Broker Leads and Corporate Functions.
• Develop and drive adoption of consistent regional and national protocols and processes (e.g., RAO usage).
• Implement end-to-end US business processes; collaborate with Americas COO to improve efficiency and service delivery.
• Track and report regional priorities, translate into action plans with owners; implement improvements for underperformance.
• Execute transformation initiatives at enterprise and Leasing Advisory level; contribute to project teams and ensure accountability.
• Chief of Staff for US Regional Leadership; set agendas, record minutes and ensure action items.
• First responder for regional operational issues.
• Ensure regular monthly/quarterly reviews of key data across offices (deficits, AR, expenses, etc.).
• Ensure regional connectivity via Broker Lead calls and Town Halls.
• Manage regional operations personnel.
• Member of Region's Executive Council; National Operating EC.
• Attend BLC calls and meetings.
• Attend Elevate and similar events as stakeholder and leader.
• Translate national and regional strategic vision into operational reality in region.
• Lead/oversight of annual strategic planning process for all offices in region.
• Provide insight on future goals and oversee execution.
• Identify key themes from local strat plans for regional action.
• Help prioritize strategic initiatives in region.
• Serve as connection point for regional feedback to national leadership.
• Create / approve region budgets - full P&L responsibility alongside Regional President.
• Partner on financial plans and goals; review anomalies / exceptions.
• Advise on allocation and use of holdback accounts, top-offs, etc.
• Validate Top Achiever lists.
• Monthly/quarterly AR review to help with cash collection.
• Partner with Regional Presidents on strategic recruits and retentions; review employment agreements.
• Act as main POC for Legal, ER & HR; Oversee title policy and promotion process.
• Ensure annual performance review processes are followed.
• Identify future leaders and grow high-value talent; oversee off-boarding and broker separation agreements.
• Provide guidance on plans to improve local culture scores; approve award recommendations.
• Organize culture-building events.

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 peopleand empowering them tothrive, 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.

Key responsibilities

The Head of Operations, East is the key partner and leverage point for the Regional President, serving as their "second in command" and proxy to drive initiatives in the region with Broker Leads, Corporate Functions and other teams as required.

General

• Develop and drive adoption of consistent protocols and processes, both region-specific and national (e.g., RAO usage)
• Ensures successful implementation of end-to-end business processes within the US. Work with Americas COO to improve and drive efficiency and operating leverage, while ensuring agreed service delivery consistency standards
• Tracking and reporting on regional priorities, translated into actionable operating plans with clear owners. Implementing improvement plans for underperformance within region
• Executes across key transformation initiatives at the enterprise and Leasing Advisory level; contributing to project teams and ensuring accountability and follow through at the local level
• Chief of Staff for US Regional Leadership - setting agendas and following up with minutes and ensuring action items are followed through, providing leverage to Regional Leaders
• First responder' and triage for operational issues that emerge in the Region
• Ensure all local offices have regular (monthly, quarterly) reviews of key data points (e.g., deficits, RPP, ratios, expenses, aging AR, rebates, underperformers, etc.)
• Ensure in-region connectivity and accountability (e.g., Regional Broker Lead calls, Town Halls, etc.)
• Manage operations personnel in region
• Member of Region's Executive Council, where applicable
• Member of National Operat ing EC
• Attend BLC calls and meetings
• Attend Elevate (and similar programming events) as key stakeholder and leader

Strategy

• Translate national and regional strategic vision into operational reality in region
• Lead/oversight of annual strategic planning process for all offices in region
• Provide insight on future goals and oversee execution
• Identify key themes from local strat plans and broker business planning (and similar exercises) for regional action
• Help prioritize strategic initiatives in region
• Serve as connection point for regional feedback to national leadership

Finance (in partnership with Finance)

• Create / approve region regional budgets - full P&L responsibility alongside Regional President
• Partner with local operations and leadership on financial plans and goals; review anomalies / exceptions
• Advise on allocation and use of holdback accounts, top-offs, etc.
• Validate Top Achiever lists
• Monthly/quarterly AR review to help with cash collection

People (in partnership with HR)

• Partner with Regional Presidents on strategic recruits and retentions (and track these)
• Negotiate and/or review employment agreements as required
• Act as main POC for Legal, ER & HR
• Maintain connectivity with Line Leads and Line Ops Leads regionally
• Oversee title policy and promotion process
• Ensure annual performance review process(es) are followed consistently
• Support people management decisions in region
• Identify future leaders and grow high-value talent
• Oversee all off-boarding and broker separation agreements
• Provide guidance on plans to improve local culture scores as needed
• Provide and approve local/national award recommendations and selections (e.g., LCAB, COE, etc.)
• Organize / oversee culture-building events as appropriate (e.g., Top Gun celebrations)

Data & AI

• Support data and AI initiatives in region as required by national strategy (e.g., AI innovation pods, LeasingOS adoption, data-entry processes, etc.)
• Serve as connection point for regional / local feedback to national leadership regarding technology, data and AI needs, use cases, etc.

Reporting

Reports to the Regional President with a dotted line to the COO, AMR Leasing

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

1.00 - 1.00