Workspace Experience & Operations Manager

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.

What this job involves

The Workspace Experience & Operations Manager is responsible for managing the strategic and operational delivery of integrated facilities management and workplace experience services across the HSBC portfolio in Australia This role encompasses stakeholder engagement, team leadership, financial oversight, and operational excellence.

What your day-to-day will look like

Stakeholder Management

Develop strategic relationships with senior HSBC stakeholders across Australia to understand business objectives, anticipate evolving needs, and position JLL as a trusted partner.

Act as the primary point of contact for all Workspace Experience & Operations matters, ensuring proactive communication and seamless escalation management.

Support the Country Account Lead with reporting on operational performance, risks, initiatives, and outcomes, providing clear insights and recommendations to HSBC leadership.

Work closely with regional stakeholders, Workspace Experience, delivery partners, and other service lines to deliver an integrated, one-team approach that exceeds client expectations.

Champion client satisfaction through regular engagement, performance reviews, strategic business reviews, and continuous improvement initiatives.

Build meaningful relationships with site stakeholders to ensure agility and alignment with changing portfolio requirements and business needs.

Budget Management

Support the Country Account Lead to develop and manage annual operating budgets, capital expenditure plans, vendor contracts, and service agreements, ensuring alignment with HSBC expectations and JLL's financial targets.

Monitor financial performance against budget, identifying variances and implementing corrective actions to maintain profitability, cost efficiency, and service quality.

Lead contract negotiations with vendors and service providers, ensuring value for money, compliance with service level agreements, and operational excellence.

Drive efficiency initiatives and cost management strategies without compromising service delivery, client satisfaction, or safety standards.

Support procurement processes and ensure governance and compliance across all financial activities.

Operational Delivery & Service Excellence

Oversee the delivery of all operational requirements as per HSBC's scope of work across commercial offices, retail branches, and other properties in the portfolio.

Review operational dashboards (including Corrigo work order systems), analyse service performance, and work with site teams to ensure timely completion and continuous improvement.

Ensure compliance with all workplace health & safety, engineering, environmental, and operational procedures and controls.

Establish and maintain Standard Operating Procedures for facilities management and workplace experience delivery across the regional portfolio.

Review and endorse all Permits to Work (PTW) and Authorizations to Work (ATW) submitted, ensuring compliance with safety standards and risk mitigation protocols.

Respond to critical incidents and escalations to ensure safety, resolution, and transparent communication with HSBC stakeholders.

Support local teams to achieve Key Performance Indicators and Service Level Agreement targets through proactive management and performance monitoring.

Be available for emergency response and provide leadership during crisis situations as required.

Ensure comprehensive asset registers, Planned Preventive Maintenance programmes, and service contracts are in place and effectively managed.

Ensure all staff and vendors are properly trained, accredited, and compliant with relevant standards and HSBC requirements.

Oversee completion of planned, reactive, and corrective work orders, ensuring quality and timeliness.

Workplace Experience

Support the delivery of exceptional workplace experiences that support HSBC's people, customers, and guests in creating a connected, inclusive, and safe workspace.

Drive initiatives that enhance employee engagement, productivity, and satisfaction through innovative workplace solutions and services.

Collaborate with HSBC's Real Estate and HR teams to align workplace strategies with business objectives and employee needs.

Implement and evolve workplace experience standards and services across the portfolio.

Engineering & Critical Environments

Provide oversight of engineering operations, ensuring technical excellence and compliance across all sites.

Ensure delivery of global standards for engineering and Critical Environment Management (CEM), incorporating HSBC requirements, JLL best practices, and local statutory obligations.

Ensure all engineering risks are appropriately documented, communicated, and mitigated.

Compliance, Quality & Continuous Improvement

Drive continuous improvement initiatives across all service delivery areas, leveraging data, client feedback, and industry best practices.

Embed sustainability considerations into all operational decision-making, supporting HSBC and JLL's sustainability goals and environmental commitments.

Sounds like you? This is what we are looking for:

Tertiary qualifications in Facilities Management, Property Management, Business Management, Engineering, or related discipline.

6+ years of experience in integrated facilities management, workplace services, or property management, including significant experience in a leadership or senior management capacity.

Experience working with financial services clients or in highly regulated environments preferred.

Professional certifications such as CFM (Certified Facility Manager), FMP (Facility Management Professional), or equivalent highly regarded.

Demonstrated experience in operational risk management, compliance frameworks, and health & safety leadership. Knowledge of Work Health and Safety (WHS) regulations and standards in Australia essential.

Excellent communication, negotiation, and influencing skills with the ability to engage effectively with C-suite executives, senior stakeholders, vendor partners, and diverse teams.

Experience in critical environment operations, commercial office management, and retail facilities preferred.

Experienced with continuous improvement methodologies, service delivery optimization, and strategic planning.

Professional proficiency in English is essential for documentation, client communication, and regulatory compliance.

Benefits

Great employee discounts off fitness, wellbeing & other renowned brands

18 weeks paid maternity leave

Private Health Insurance Discounts

Active Social Club

Employee assistant program

Novated Lease for EV cars

Paid time off for volunteer work

Career Opportunities with Australia's #1 Commercial Real Estate firm

Premium offices

What you can expect from us

You’ll join an entrepreneurial, inclusive culture. One where the best inspire the best. Where like-minded people work naturally together to achieve great things. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.

As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity regardless of race, gender, age, sexual orientation or disability, and that is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies. We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.

Interested candidates, please apply following the link below quoting job reference number ABREQ520704

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!

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.