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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.

Job DescriptionJob Title: Area Operations Manager (AOM)Reports To: National Account ManagerLocation: Field-Based (National)Role Overview

The Area Operations Manager is a key role responsible for implementing the strategic direction of cleaning operations while ensuring an engaged and positive team culture that reflects JLL’S vision and values

Key Performance Indicators

Staff attrition rate maintained at or below National/Company standard

Direct reports utilizing Timegate with completed training on 'Let's Connect'

Number of client compliments and complaints tracked

All mandatory training kept up to date

Monthly toolbox talks delivered and evidenced

Health & Safety tours up to date

Agency targets adhered to

Contract KPIs achieved

Essential Qualifications & Requirements

DSB Cleared

Maths and English GCSE's or equivalent

IOSH or equivalent certification

Proficiency in Microsoft Outlook, Word, and Excel

Proven experience in operational management

Experience in developing others

Ability to have difficult conversations

Demonstrates high personal standards

Innovative, creative, and organized

Key ResponsibilitiesLeadership

Lead cleaning teams to ensure a positive, motivational, and supportive working environment

Ensure advanced planning of all cleaning operations, including periodic tasks with clear schedules and sign-off procedures

Focus on training and development to establish good working practices

Ensure excellence in cleaning operations including security, health and safety compliance, cleaning standards, colleague appearance and presentation, full and clean uniforms, guest and staff interaction, and courtesy

Best Practice and Innovation

Provide professional support in service-related and contractual matters

Ensure high standards are always achieved while remaining flexible to meet changing operational needs

Suggest new initiatives to ensure continuous improvement and best practice delivery

Take full ownership and manage to conclusion all cleaning feedback or complaints

Work closely with all stakeholders to add value and promote teamwork

Manage and report on all cleaning operational budgets with full transparency, including forecasts

Operational Management

Control delivery of colleague rosters, ensuring compliance is always maintained

Lead and advise the team in managing absence and holiday records, including sickness and annual leave for all direct reports

Organize non-agency cover wherever possible to avoid staff and qualitative shortfalls

Carry out and manage monthly audits to ensure high standards of cleanliness and a safe environment

Manage recruitment, induction training, developing, and retaining colleagues

Ensure adequate quality performance measures (KPIs/SLAs) are adhered to and resolve any failures professionally with clear plans

Conduct quality audits to ensure service delivery adheres to ISO9001 requirements

Ensure strict compliance with the Data Protection Act, GDPR, and associated regulations

Team Management

Lead and support direct reports in an engaged and positive manner

Ensure the team delivers exceptional operational standards along with excellent and meaningful building user interaction

Work with Senior Leadership Team and Operations Management Team to forward plan staffing and ensure capacity is met

Scale service during peak periods without sacrificing SLAs

Ensure all team members are valued employees and conduct annual job chats

Identify team members wishing to progress their careers and work with HR and Learning & Development to create development plans

Work alongside HR and Learning and Development teams to deliver Customer Experience training

Identify training needs for direct reports and work with Senior Leadership Team on training plans

Communication

Ensure effective operational communication including meetings, handovers, and reporting

Attend daily, weekly, and monthly business progress meetings and team meetings as required

Deliver concise and sound written reports to aid company communication both internally and externally

Ensure complete confidentiality when communicating with clients

Brand Enhancement

Ensure the behaviors of yourself and your team reflect the JLL Brand & Culture

Drive and enhance opportunities to deliver more sustainable service delivery

Consistently exceed customer expectations and deliver long-term sustainable customer satisfaction

This role is critical to operational excellence and requires a dynamic leader who can balance strategic oversight with hands-on team development and client satisfaction.

Location:

Remote –Glasgow, GBR

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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