Job Description
This job is with JLL, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Operations Manager - One Exchange Square
JLL is proud to partner with LaSalle Investment Management and PNB in the management of One Exchange Square, a prestigious and forward-thinking development emphasizing sustainability and wellness. One Exchange Square prioritises sustainability, targeting top-tier environmental certifications such as BREEAM Outstanding, NABERS 5*, and WELL Platinum. The building will be fully electric, incorporating an intelligent façade design and advanced mechanical services integrated with building management systems. JLL brings its extensive market knowledge and experience to the forefront to mobilize and manage this exceptional property, aligning with the client's vision of providing market-leading amenities and a premium customer experience within London. At JLL, we are collectively shaping a brighter way - for our clients, ourselves and our fellow employees. If you're seeking an opportunity to contribute to a landmark project and elevate the customer experience, we encourage you to apply!
What this job involves:
As the Operations Manager at One Exchange Square (scheduled for completion in Q1 2026), you will be at the heart of ensuring seamless operational services for this office of the future. Your primary focus will be on managing and maintaining the high standards of horizontal and vertical cleaning, front of house services, security protocols, and amenity offerings, including food and beverage services. You will lead a team of service partners, driving collaboration and innovation to meet the evolving needs of our occupiers and their visitors. You will ensure that the Occupiers and their visitors can focus on their core business. The delivery of services is for maximum customer satisfaction, by fostering strong and long-lasting working relationships with all stakeholders ensuring they are kept up to date with operational events within the building either by direct communication or via the dedicated One Exchange Square app, of which the Community Team are responsible for keeping relevant and succinct to information.
What your day-to-day will look like:
* Act as the primary point of contact for all operational matters at One Exchange Square, ensuring a seamless experience for clients and occupiers.
* Manage the on-site service partner teams, fostering optimal customer satisfaction and minimising downtime during service interruptions. What sets JLL apart is our culture of collaboration, locally and across the globe.
* Collaborate with the JLL Design for Management Team in mobilising the building from construction to operational status.
* Ensure all aspects of the JLL PMA, Client's ESG requirements and JLL's 'Socially Responsible Management' programme is implemented in relation to environmental & sustainability policies.
* Engage with the retail arcade occupiers to monitor trading and assist with any marketing as necessary. Reporting to the surveying and asset management teams as necessary.
* Liaise with Broadgate Estates to link the retail arcade with any marketing and events taking place across the estate.
* Work in collaboration with all members of the One Exchange Square team as well as deputising in the absence of the Head of One Exchange Square and escalating matters of importance to relevant members of the team.
* In conjunction with the JLL PAM Team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly (formal) variance reporting and service charge reconciliation, is delivered to JLL accounting practices. To include the administration of non-recoverable budgets.
* Working with the JLL Design for Management Team take a lead role in mobilisation of the building from construction to operational i.e. undertaking all mobilisation tasks from before completion to a 'business as usual' state (in accordance with the JLL Mobilisation Plan and Budget which will be agreed from time to time with the Client). Build, lead, develop and inspire the on-site Management Team (both directly employed and sub-contracted) to deliver high standards of service at the property.
Key Responsibilities:
* Relevant experience in operational planning through the transition phase of construction to full occupancy.
* Demonstrated ability to manage and lead a team of varied individuals. At JLL, we believe the most effective teams are built when everyone is empowered to thrive.
* Working knowledge of Microsoft Office software, specifically Excel, with the ability to utilise and manage data effectively.
* Strong understanding of customer service principles and practices.
* Ensure high quality health and safety practices are maintained, in accordance with best practice guidelines from central support under the JLL's risk management programme
Expected Skills:
* A proven leader, adept in managing a team of varied individuals
* Experience in developing and implementing procedures, standards, and guides for operational excellence on a large scale.
* Confident in presenting information and delivering training to colleagues and peers
* Strategic thinker with the ability to implement continual improvements to the department's service delivery
* Proven knowledge of building regulations, legislation compliance and best working practices
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