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Head of Operations for UK and Europe

Team: Leading a team of 8 direct reports and 5 matrixed SME leads

Reporting to: Operations Director

Location: Based in London at clients London Headquarters

Key objective of the role

To deliver world-class facilities and workplace operations across the client's European and UK portfolio, encompassing 8 countries with particular focus on their prestigious London headquarters.

The role is a critical leadership role for the account, the successful candidate will embody the client's commitment to excellence, driving transformational change while ensuring every touchpoint reflects the bank's premium brand and values. This role demands a passionate leader who will own the complete employee and client experience, treating every facility as their own and delivering nothing short of 5-star service excellence.

Key requirements for the role

Inspirational Leadership & Team Development:

Visionary Leadership: Inspire and mentor JLL teams across the portfolio, creating engagement and service excellence that becomes contagious throughout the organization

Talent Development: Coach and develop your team to grow within JLL while maintaining unwavering focus on client's success

Performance Excellence: Build high-performing teams characterized by exceptional morale, trust, and work ethics that consistently deliver beyond expectations

Ownership Mentality: Demonstrate accountability and lead by example, showing teams what it means to own outcomes completely

Strategic Stakeholder Management

Operational Mastery: Maintain deep understanding of the client's needs across all facilities, ensuring JLL delivery consistently exceeds their evolving requirements

Proactive Engagement: Anticipate stakeholder needs and engage proactively to ensure the client's expectations are exceeded

Relationship Building: Develop and maintain exceptional relationships across multiple organizational levels, becoming integral to the client's success

Strategic Partnership: Support JLL Account Leadership in driving EMEA-wide initiatives while maintaining laser focus on the client's unique needs

Brand Stewardship & Client Relations Excellence

Live and breathe: Embody the bank's brand values in every interaction, ensuring all facilities operations reflect their commitment to being "Here for good"

Executive Partnership: Serve as the trusted strategic advisor to the client's leadership, anticipating needs before they arise and delivering innovative solutions that enhance their reputation

Relationship Mastery: Build deep, meaningful relationships across all levels - from front-line colleagues to C-suite executives - becoming the go-to person they can rely on absolutely

Crisis Leadership: Effectively manage all facilities-related escalations with exceptional professionalism, turning challenges into opportunities to strengthen the client's reputation

5-Star Service Culture & Employee Experience

Service Excellence Champion: Lead by example in delivering consistent 5-star experiences that make the client's employees and clients feel valued, supported, and proud

Culture Transformation: Foster a proactive service mindset across all teams, where anticipating needs and exceeding expectations becomes second nature

Seamless Operations: Ensure flawless service delivery across all operational hours, maintaining the client's premium standards without compromise

Employee Experience Focus: Create workplace environments where the client's colleagues thrive, feel proud to work, and want to bring clients to showcase their offices

Commercial Excellence & Innovation

Vendor Partnership: Transform vendor relationships into strategic partnerships that maximize value and drive continuous innovation for Standard Chartered

Process Innovation: Continuously seek opportunities to enhance service delivery, reduce costs, and improve operational standards

Procurement Excellence: Ensure robust governance and compliance while driving value through strategic procurement approaches

Contract Optimization: Manage all contracts to deliver exceptional value while maintaining service excellence

Financial Stewardship & Risk Management

Financial Leadership: Drive regional operations to meet or exceed targets while maintaining strict cost control and profitability

Compliance Excellence: Ensure all statutory and regulatory requirements are strictly adhered to, while implementing comprehensive risk management programs

Business Continuity: Maintain robust disaster recovery and business continuity plans that protect the client's operations

24/7 Accountability: Provide round-the-clock emergency support with site attendance as required

Qualifications & Experience

Core Competencies & Personal Attributes

Exceptional Leadership: Outstanding interpersonal skills with proven ability to build trust and credibility with senior leadership teams

Commercial Acumen: Strong budget management experience with P&L accountability and strategic thinking capabilities

Communication Excellence: Superior presentation and communication skills for executive-level interactions and stakeholder coordination

Passion for Excellence: Genuine enthusiasm for service excellence and brand stewardship, with pride in workplace presentation and outcomes

Cultural Alignment: Natural fit with the client's values - demonstrating integrity, collaboration, and continuous improvement mindset

Resilience & Flexibility: Ability to effectively manage multiple priorities in a dynamic banking environment while maintaining exceptional standards

Essential Experience

Premium Environment Leadership: Minimum 7-10 years of progressive facilities and workplace management experience in premium corporate environments, preferably in financial services or banking

Comprehensive Operations: Proven track record managing complete facilities operations including HVAC, security, technology infrastructure, and maintenance in high-stakes environments

Executive Relationship Management: Demonstrated experience as single point of contact for senior executives and C-suite leaders, managing mission-critical client relationships

Service Excellence: Documented success in delivering 5-star service experiences in corporate or hospitality environments

Technical Excellence

Building Systems Mastery: Deep knowledge of building systems, preventive maintenance programs, and facilities management platforms

Workplace Innovation: Experience with space planning, workplace design, and facility optimization in corporate banking environments

Technology Proficiency: Advanced skills in facilities management systems, work order platforms, and comprehensive Microsoft Office Suite

Preferred Qualifications

Professional Certifications: Facilities management or similar certifications

Financial Services Experience: Background in banking, financial services, or premium corporate environments

Event Coordination: Experience managing executive meetings, client events, and corporate hospitality in high-end settings

Global Perspective: International experience or cultural awareness aligned with the client's global presence and diverse workforce

Location & Working Arrangements

This role is based full-time (5 days a week) at our client's prestigious London headquarters in London, whilst there is some flexibility, the requirement is to be visible at least 4 days a week in our client’s London office and to always be easily accessible. As a senior account role, the successful candidate will be the visible face of JLL's commitment to our client's , maintaining immediate responsiveness to their teams and clients while ensuring every facility operates as a showcase of excellence.

Join us in creating workplaces where our client's people and clients experience nothing short of exceptional service every single day

#LI-JA1

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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