Workspace Experience & Operations Lead
JLL empowers you to shape a brighter way.
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.
Shaping the future of real estate for a better world!
At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.
We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.
JLL is a global leader in helping clients envision where people live, work, play, shop, and eat.
What this job involves:
The Workspace Experience & Operations Lead for Australia & New Zealand is responsible for leading the strategic and operational delivery of integrated facilities management and workplace experience services across the HSBC portfolio in the region. This senior leadership role encompasses account management, stakeholder engagement, team leadership, financial oversight, and operational excellence. As the regional leader, you will drive performance, manage risk, and ensure the delivery of world-class services that align with HSBC's objectives and JLL's commitment to excellence.
Main Duties:
- Serve as primary contact for HSBC across Australia and New Zealand, building senior-level relationships to understand business objectives, anticipate needs, and position JLL as a trusted adviser. Collaborate with the Regional Account Director on account strategy, service innovation, and growth opportunities while delivering executive reporting on performance, risks, and strategic recommendations.
- Coordinate with Facility Managers, Engineering, and Workspace Experience teams to provide seamless, integrated service delivery. Champion client satisfaction through regular engagement, performance reviews, strategic business reviews, and continuous improvement initiatives that exceed HSBC's expectations across the portfolio.
- Lead and mentor a high-performing, geographically dispersed team of Facility Managers, Workspace Experience professionals, Engineers, and support staff. Foster a culture of continuous learning, accountability, and inclusion through performance management, coaching, recruitment, onboarding, and career development aligned with JLL values and HSBC requirements.
- Own complete financial performance including budget development, forecasting, cost control, and capital expenditure planning across the Australia & New Zealand portfolio. Monitor variances, implement corrective actions, lead vendor contract negotiations, and drive efficiency initiatives that maintain profitability and service quality without compromising safety standards.
- Oversee delivery of all operational requirements across HSBC's commercial offices and retail branches, ensuring compliance with health & safety, engineering, environmental, and operational procedures. Establish Standard Operating Procedures, review operational dashboards and work order systems (Corrigo), and ensure timely service completion while maintaining quality standards.
- Review and endorse all Permits to Work (PTW) and Authorisations to Work (ATW) for compliance with safety protocols. Champion proactive safety culture, ensure statutory compliance with fire, health, and safety regulations, maintain Crisis Management and Business Continuity procedures, and lead emergency response efforts while embedding JLL's S.A.F.E.R together vision.
- Drive exceptional workplace experiences that enhance employee engagement, productivity, and satisfaction for HSBC's people, customers, and guests. Collaborate with HSBC's Real Estate and HR teams to align workplace strategies with business objectives, implementing innovative solutions and evolving workplace experience standards across the portfolio.
- Act as escalation point for critical failures, guiding technical teams through safe resolution, root cause analysis, and preventative measures. Ensure delivery of global engineering standards and Critical Environment Management (CEM) incorporating HSBC requirements, JLL best practices, and local statutory obligations while documenting and mitigating engineering risks.
- Ensure completion of JCAP Assurance reviews and quality frameworks, working with site teams to resolve audit deficiencies through appropriate action plans. Drive continuous improvement initiatives using data analytics, client feedback, and industry best practices while identifying and implementing international best practices localised for the Australia & New Zealand region.
- Embed sustainability considerations into all operational decision-making to support HSBC and JLL's environmental commitments. Manage procurement processes with full governance compliance, ensure vendor and staff training and accreditation meet relevant standards, and provide transparent reporting on cost optimisation, performance trends, and strategic opportunities to senior leadership.
Sound like you? This is what we’re looking for:
- Tertiary qualifications in Facilities Management, Property Management, Business Management, Engineering, or related discipline.
- 7+ years of experience in integrated facilities management, workplace services, or property management, including significant experience in a leadership or senior management capacity.
- Proven track record in account management, client relationship management, and stakeholder engagement at executive levels.
- Demonstrated experience in team leadership, people management, and talent development across multiple locations.
- Demonstrated experience in operational risk management, compliance frameworks, and health & safety leadership. Knowledge of Work Health and Safety (WHS) regulations and standards in Australia and New Zealand essential.
What you can expect from us:
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 and building an inclusive workplace. This is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies. We support applications from all underrepresented groups, including Aboriginal and Torres Strait Islanders, LGBT+, people with disability and people of all age, religions and race. 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.
Apply today, quoting job reference number LMREQ517194
Location:
On-site –Sydney, NSWIf 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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Operations pay context
Based on 4,487 disclosed Operations salaries on RoleSuite, the role pays a median of $112K/year, with most offers between $83K and $148K (10th–90th percentile: $63K–$188K).
JLL ranks among the higher-paying employers for this role, at a $625K median across 52 disclosed postings.
See the full Operations salary breakdown →