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Director of Operations
Jones Lang LaSalle
Chicago, IL, United States
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Context
JLL currently operates 7+2 Global, Regional and Local Business Centers around the world, supporting its corporate and clients' services. The organization is known as JLL Business Services (JBS) and it serves 15 JLL service lines. JBS supports a global transformation program aimed at offering high performance operations, supporting and facilitating business growth and evolution, and enhancing productivity while optimizing costs.
The Operations PMO will report to the Chief Global Business Services Officer and will work with key members of the JBS Leadership Team to coordinate and integrate cross-functional projects. The primary goal of the PMO is to coordinate across the Transition & Advisory, Operational Excellence (OE) and Automation teams to ensure the seamless delivery of solutions to our internal and external clients. This PMO will support and enhance a culture of robust governance and transparency through an established program management framework. This is a global role that will be responsible for planning and oversight for global projects and programs, consolidated reporting, and internal and stakeholder communication.
Project/ Program Management:
• Lead coordination efforts across Transitions, Operational Excellence and Automation to ensure timely delivery of interdependent projects across the global program.
• Partner with the Global Directors of Transitions, OE and Automation to prioritize cross-functional projects and manage scheduling to ensure resource availability and overall success.
• Establish and communicate project governance standards and manage toll gate meetings, including logistics, consolidating project documentation and capturing meeting notes.
• Consolidating project documentation and maintaining archives and serving as a champion for knowledge management.
• Tracking and reporting on project in flight, project budgets, key risks and resource utilization.
Communication:
• Work proactively with Business Center leaders and stakeholders to bring them along on the transformation journey through effective reporting and communication.
• Review and assess program communication for message consistency and sensitivities.
• Leverage reporting packages and presentation materials to run the program effectively.
• Coordinate and prepare presentation materials for business updates as necessary.
• Utilize technology tools to ensure program access to relevant resources.
• Interact with the stakeholders to conduct surveys to measure their satisfaction of JBS services being offered.
Leadership:
• Lead business updates to senior leaders of business and service lines as needed.
• Drive accountability across JBS leadership to ensure compliance with KPIs and deliverables.
• Support business reviews with the senior executives.
Others:
• Any and all other duties and tasks assigned.
Essential Qualifications, Training and Experience
Minimum Required:
• 15 years of relevant work experience
• Bachelor’s degree in a related field required
• Strong experience within the Business Process Outsourcing (BPO) or Global Shared Services environment with previous customer engagement and operations run experience
• Proven ability to deliver business transformation projects
• Strong credentials as an organizational leader, with deep business acumen, proven ability to understand strategic organizational issues and lead and influence change
• Proven experience in complex, global program management where design, development and implementation of new processes, industry benchmarking and operations are required
• Proven experience of influencing an organization across more than one geography
• Demonstrated virtual team leadership capabilities
• Industry knowledge and experience in applying best practices to transform service delivery
• Experience in managing change while delivering on client expectations
Preferred:
• 15+ years of relevant work experience
• MBA or Master’s Degree
• PMP Certification
Skills and Knowledge:
Minimum Required:
• Exceptional project management skills, including the ability to organize, prioritize and control job responsibilities in order to meet deadlines in an environment with overlapping and potentially conflicting priorities.
• Ability to work in a fast-paced and matrix environment
• Foresight to anticipate issues and risks and proactively mitigate
• Credibility and impact that drives commitment and passion
• Ability to manage multiple tasks and prioritize based on strategic goals
• Ability to communicate effectively within and across all organizational levels
• Exceptional prioritization, planning and organizational skills
• Demonstrated Microsoft Office proficiency – specifically in Excel, Word and PowerPoint.
• Excellent verbal and written communication skills
Preferred:
• Experience working and communicating within multi-national corporations across multiple geographies, time zones and cultures
• Understanding of the CRE industry
Personal Characteristics
• Self-starter with entrepreneurial spirit to be innovative
• Ability to operate independently and be comfortable with ambiguity
• Respected as a key resource and contributor
• Flexible and adaptable to multiple work styles
• Ability to operate independently in a fast-paced environment undergoing change
Physical work requirements and work conditions:
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
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