Workplace Experience Lead

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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