Workspace Experience & Operations Manager

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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.

JLL supports the Whole You, personally and professionally.

Our people at JLL and JLL Technologies 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.

Facilities Manager / Workspace Experience & Operations Manager

What this job involves:

Lead comprehensive facilities operations across assigned portfolio sites, ensuring service excellence through strategic vendor management, compliance governance, and senior stakeholder engagement. Drive operational efficiency, innovation, and continuous improvement while managing teams and delivering measurable business outcomes.

What your day-to-day will look like:

• Oversee the Corrigo work order platform, analyzing performance metrics, identifying service gaps, and directing operational teams to achieve completion targets and service level excellence.
• Review and approve Permits to Work (PTW) and Authorizations to Work (ATW), ensuring compliance with safety protocols and regulatory requirements before authorizing works to proceed.
• Lead coordination with vendors, contractors, and senior stakeholders to establish priorities, validate service delivery, and address performance issues through structured accountability measures.
• Manage client escalations and facility issues with professionalism, ensuring transparent communication, expectation management, and timely resolution of outstanding actions.
• Direct root cause analysis investigations for recurring operational problems, collaborating with technical experts to implement sustainable corrective actions.
• Maintain comprehensive compliance governance, including certification management, audit preparation, and regulatory documentation.
• Provide leadership, coaching, and technical guidance to facilities teams, fostering professional development and operational excellence.

Client/Stakeholder Management

• Develop meaningful stakeholder relationships to ensure we are aware of business needs, enabling agility with the changing requirements of the portfolio and site stakeholders.
• Work closely with the WE&O Managers (FM) and Workspace Experience team to ensure we deliver an aligned and seamlesss one team approach to achieve KPIs and SLAs.
• Close the feedback loop by validating work completion before work order closure and communicating outcomes to relevant parties.
• Manage escalations and ensure appropriate follow-up with all stakeholders until satisfactory resolution is achieved.
• Being available and provide emergency site attendance as required.

Facilities Service Delivery & Operations

• Manage and report on SLA performance across all facility services (maintenance, cleaning, waste management).
• Conduct regular Corrigo system reviews to track work order status, completion rates, and service quality metrics.
• Oversee planned preventive maintenance schedules and coordinate reactive maintenance to minimize business disruption.
• Conduct site inspections and quality audits across the client’s retail network to maintain facility standards and identify improvement opportunities.
• Ensure we possess comprehensive, updated asset registers and related Planned Preventive Maintenance programmes and service contracts for facilities.

Vendor and Contract Management

• Monitor and enforce vendor service delivery against contracted specifications, performance standards, and agreed KPIs.
• Analyze vendor performance data, identify non-compliance trends, and implement corrective action plans to drive service improvement.
• Lead formal service reviews with key suppliers, documenting performance outcomes, improvement plans, and contractual obligations.
• Support strategic contract renewals and competitive tendering processes by providing performance analytics, operational insights, and service delivery assessments.
• Ensure rigorous contractor management including comprehensive inductions, safety briefings, work supervision, and adherence to site safety protocols.

Health & Safety

• Maintain comprehensive governance over health & safety certifications, statutory records, and regulatory compliance on DART.
• Ensure compliance with statutory regulations on fire, health and safety standards
• Ensure all safety procedures, including Crisis Management / Business Continuity and Emergency Procedures are maintained at all times.
• Ensure all Permits to Work (PTW) and Authority to Work (ATW) documentation is compliant, accurate, and processed efficiently before providing endorsement for high-risk works to proceed.
• Lead incident investigation and reporting; escalating incidents according to the Incident Severity Matrix.

What we expect from all our colleagues on account:

• Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client’s personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety.

• Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved.

• You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the "what", "so what" and "now what". By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and HSBC's strategic desire for data-driven decisions.

• You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client’s sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.

Required Skills and Experience:

• 7 to 10 years of progressive experience in facilities management with demonstrated leadership in vendor management, compliance governance, and operational excellence.
• Comprehensive knowledge of health and safety regulations, permit systems, statutory requirements, and regulatory frameworks.
• Proven track record in SLA management, service performance optimization, and continuous improvement delivery.
• Advanced proficiency in CMMS platforms (Corrigo preferred) and integrated facilities management systems.
• Demonstrated expertise in safety risk assessment methodologies, permit-to-work systems, and incident management.
• Relevant safety certifications (NIOSH, SHO) with comprehensive knowledge of OSHA and DOSH guidelines highly preferred.
• Exceptional stakeholder management and communication skills with ability to engage effectively across all organizational levels.
• Critical environment and mission-critical facilities experience preferred.
• Proven experience leading continuous improvement initiatives, managing client relationships, and producing executive-level reporting.
• Professional proficiency in Bahasa Malaysia and English is required for documentation, regulatory compliance, and stakeholder communication.

Location:

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