Director, Business Operations

What This Job Involves

Client Operations, within JLLs Work Dynamics business, enables JLL and Work Dynamics to deliver on its purpose through a team of industry experts, leveraging data & analytics, who either directly, or partnering with Client Account Management teams, drive scale, reduce risk, improve quality, optimize the cost to serve, and cut carbon.

Global Digital Operations provides a single point of business ownership and management for Work Dynamics Workplace Management Technology. Centred around Corrigo as a preferred CMMS, this technology is an ecosystem of integrated technology solutions designed to:

• deliver optimal end-to-end business process across a broad range of local-to-global delivery models
• enable the FM, Engineering, Assurance, HSSE, Sourcing, and Financial Management products, services, best practices, and compliance obligations
• capture and manage quality data to underpin our analytics capability
  
  

The team is structured within four functional groups, that operate cohesively in each region to deliver an end-to-end service to the WDs Client Account Management Teams:

Solutions & Enablement – Collaborates to design new operating solutions, standards and best practices which are delivered through digital enhancements by JLLT Product partners

Onboarding – Partners with JLLT Integrated Delivery Management team to deliver optimal software configuration for new business transitions; ensuring quality data and best practice business standards & outcomes are achieved.

Operational Management – Oversees the operational management of the technology platform, through a combination of centralized and on-account administration models. Develops and delivers both system feature and best practice knowledge & training across the Workplace Management user community.

Optimization – Drives programmatic change and adoption of new and existing features and standards at local, regional & global levels across circa 280 Workplace management client accounts.

Operational Management

• Develop & manage account Super User Communities
• Promotes and drives centralized / optimized delivery models across the Account Management Function
• Partners with JBS to drive continuous improvement in the centralized operational support models
• Manages system review processes and quality audit processes to drive optimal adoption
• SOCR audit programs to maintain compliance
• Develops and delivers technology knowledge and training plans
• Oversees and supports global intake funnel, solving where possible or referring to Solutions & Enablement where enhancements or standards revision may be required.
• Drive adherence to established Corrigo processes and demonstrate agility and creativity to meet dynamic client/account requirements, overseeing proper system use and configuration to meet internal and client objectives.
• Lead account performance programs utilizing health-check, performance dashboards, Lighthouse and Corrigo reporting to ensure platform, system, and data integrity.
• Support the development of standards, procedures, and reference guides.
• Support platform development and enhancement deployment to meet EMEA client & growth objectives. Identify & communicate opportunities for additional services, product usage, or integrations.
• Focus both strategically and tactically to achieve Corrigo and client/account team business goals. identifying, managing, and resolving implementation issues where required.
• Complete solutions analysis across the Corrigo network, identifying and leading opportunities to drive improvement.
• Support the development of training and appointment of roles within Corrigo and CorrigoPro work management platforms. These include desktop and mobile applications utilized by Clients, Suppliers and JLL employees.
• Responsible for ensuring that all personnel who utilise Corrigo platforms are adequately trained to deliver accurate and improving work management efficiency.
• Support EMEA CPA/Champion communities utilizing forums and routine group meetings to grow collaborative communities.
• Develop and deliver routine on-line and face to face training sessions to maximise Corrigo capabilities and inform against platform capabilities and enhancements.