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.



Workspace Experience and Operations Lead UK

About The Role:

The Workspace Experience and Operations Lead UK will lead the strategic delivery of comprehensive facilities management services for our premium financial services client's UK headquarters. This senior leadership role requires a dynamic professional who will drive operational excellence while creating exceptional workplace experiences that align with the client's brand and values.



Key Responsibilities



Strategic Leadership & Operations

Develop and execute the comprehensive FM strategy for the headquarters location, ensuring alignment with client business objectives



Lead and manage all hard and soft services delivery, including MEP systems, cleaning, security, catering, reception, and workplace services



Drive continuous improvement initiatives to achieve operational excellence and industry-leading performance metrics



Establish and maintain robust governance frameworks, including SLA management, KPI reporting, and regular client reviews



Manage annual FM budgets and drive cost optimization while maintaining service quality standards



Guest & Experience Management

Design and implement world-class visitor and employee experience programs



Oversee premium guest services including VIP hosting, event management, and executive support services



Lead workplace experience initiatives that enhance productivity, wellbeing, and brand representation



Collaborate with client stakeholders to understand evolving needs and translate into service delivery improvements



Manage high-profile events, client meetings, and corporate hospitality functions



Team Leadership & Development

Lead a multi-disciplinary team of FM professionals, contractors, and service partners



Foster a culture of excellence, innovation, and continuous professional development



Implement robust performance management and succession planning processes



Champion health, safety, and environmental best practices across all operations



Client Relationship Management

Serve as primary point of contact for senior client stakeholders and C-suite executives



Provide strategic advisory services on workplace transformation and facilities optimization



Lead regular governance meetings and present operational performance to client leadership



Manage stakeholder expectations and resolve complex operational challenges



Required Qualifications



Education & Professional Credentials

Bachelor's degree in Facilities Management, Engineering, Business Administration, or related field



Professional FM qualifications (BIFM, RICS, or equivalent) preferred



Minimum 10+ years progressive experience in senior FM leadership roles



Proven track record managing large-scale corporate headquarters or financial services environments



Core Competencies

Deep expertise in integrated FM service delivery across hard and soft services



Strong commercial acumen with experience managing multi-million pound budgets



Exceptional client relationship management and stakeholder engagement skills



Demonstrated success in driving operational excellence and service transformation



Experience with workplace experience design and employee engagement initiatives



Leadership & Technical Skills

Outstanding leadership and team management capabilities



Strong analytical and problem-solving abilities



Excellent communication and presentation skills for C-suite audiences



Proficiency in FM technology platforms, CAFM systems, and data analytics



Knowledge of regulatory compliance requirements in financial services environments



Key Performance Indicators

Client satisfaction scores and NPS ratings



Operational KPI achievement (uptime, response times, quality scores)



Budget performance and cost optimization delivery



Health, safety, and compliance metrics



Employee and visitor experience feedback scores



Sustainability and environmental performance targets



What We Offer

Competitive salary and performance-based incentives



Comprehensive benefits package including healthcare and pension



Professional development opportunities and career advancement pathways



Exposure to cutting-edge workplace technologies and innovation



Opportunity to shape the future of workplace experience in financial services



Location



Client headquarters, Birmingham (with occasional travel to other UK locations)



Reporting Structure

Reports to:

Regional FM Director

Direct Reports:

Operations Managers, Service Specialists, Administrative Support

This role presents an exceptional opportunity for a senior FM professional to lead operational excellence while creating world-class workplace experiences in one of London's premier financial services environments.



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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.