Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



Senior Operations & General Manager- London Headquarters



Position Overview



We are seeking an exceptional Senior Operations and General manager to serve as the dedicated single point of contact for our client's prestigious London headquarters. This full-time, office-based role (5 days per week) requires a passionate professional who will live and breathe the client brand, treating our flagship building as their own home while delivering an uncompromising 5-star experience for employees, clients, and visitors.



The successful candidate will combine extensive facilities management expertise with luxury hospitality excellence, ideally bringing hotel industry experience to elevate our workplace into a world-class destination that reflects our client's global reputation and values.



Key Responsibilities



Facilities Management Excellence

Own end-to-end facilities operations for our client's London HQ, ensuring seamless daily operations across all building systems and services



Serve as the primary facilities liaison for the client's leadership, providing proactive communication and swift issue resolution



Coordinate with building engineering teams, maintenance contractors, and service providers to maintain optimal building performance



Oversee space utilization, workplace optimization, and facility upgrades that enhance the client's employee experience



Ensure full compliance with safety regulations, building codes, and corporate standards while maintaining the premium aesthetic that reflects our brand



5-Star Hospitality Delivery

Establish and maintain luxury service standards that create memorable experiences for the client's employees, clients, and VIP visitors



Design and implement comprehensive hospitality protocols spanning reception services, concierge operations, guest relations, and executive support



Develop innovative workplace programs that enhance employee engagement and reinforce the client's culture and values



Personally manage high-profile visitor experiences and executive-level hospitality requirements



Brand Stewardship & Client Relations

Embody the client's brand values and ensure all facilities operations reflect our commitment to excellence



Build and maintain strong relationships with the client's stakeholders at all levels, from front-line employees to senior executives



Serve as the trusted facilities advisor to client's leadership, anticipating needs and delivering solutions



Handle all facilities-related escalations with professionalism, ensuring our client's reputation is always protected and enhanced



Team Leadership & Service Culture

Lead and inspire facilities and hospitality teams to deliver consistent 5-star service that exceeds the client's expectations



Foster a service culture that prioritizes proactive care, problem-solving, and continuous improvement



Ensure adequate staffing and seamless service delivery across all operational hours



Conduct regular training to ensure all team members understand and embody the client's standards



Required Qualifications



Essential Experience

Minimum 5-7 years progressive facilities management experience in premium corporate environments, luxury hotels, or high-end mixed-use properties



Hotel industry experience strongly preferred, with demonstrated ability to translate hospitality excellence to corporate workplace settings



Proven track record managing comprehensive facilities operations including HVAC, security, technology infrastructure, and maintenance coordination



Experience serving as single point of contact for senior executives and managing high-stakes client relationships



Technical Expertise

Working knowledge of building systems, preventive maintenance programs, and facilities management software platforms



Experience with space planning, workplace design, and facility optimization in corporate banking or financial services environments preferred



Proficiency in facilities management systems, work order platforms, and Microsoft Office Suite



Core Competencies

Exceptional interpersonal skills with ability to build trust and credibility with client's leadership and teams



Strong commercial acumen with budget management experience and P&L accountability



Outstanding communication skills for presenting to executives and coordinating with diverse stakeholder groups



Demonstrated passion for service excellence and brand stewardship



Ability to work independently while maintaining close collaboration with client stakeholders teams



Personal Attributes

Genuine passion for hospitality and facilities excellence with pride in workplace presentation



Flexibility and resilience to handle multiple priorities in a dynamic banking environment



Professional presentation and demeanour suitable for interaction with senior executives and external clients



Preferred Qualifications

Professional certifications in facilities management (CFM, FMP) or hospitality management (CHA, CHE)



Experience in financial services or banking environments



Background coordinating events and executive meetings in corporate settings



International experience or cultural awareness aligned with the client's global presence



Location & Working Arrangements This role is based full-time (5 days per week) at the London headquarters, requiring a dedicated on-site presence to ensure continuous service excellence and immediate responsiveness to our teams and clients.



#LI-JA1

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



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.