WE&O London Metro Lead

Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution.  Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support and rewards that will help you stand out, fulfil your potential, and ultimately make your mark on something truly exciting.  

Role purpose 

The Workplace, Experience & Operations London Lead is accountable for the integrated delivery of workplace experience and day-to-day operations across the London portfolio. This role leads teams and service partners to deliver a best-in-class colleague, client and visitor experience, whilst ensuring building operations, service contracts, risk, financial management and reporting are delivered to a consistently high standard. 

The role is highly visible and acts as an on-site ambassador, creating a culture of service excellence and continuous improvement. It combines the “front door” experience focus (with particular attention to key client-facing areas such as the Customer Experience Centre) with operational rigour across building services and contracted delivery. 

Reporting to: Regional Account Director 
Location: London (client site) 

What this job involves (key responsibilities) 

1) Leadership, people management & culture 

• Lead, develop and sustain a high-quality, well-motivated team, nurturing an environment of teamwork and co-operation across workplace experience, front of house and operational support. 

• Drive a service excellence culture within delivery and operational teams, creating an environment that supports continuous improvement and innovation. 

• Mentor, enable training and development of team members, leading by example and maintaining strong engagement across the team. 

• Ensure team performance is managed effectively, with clear objectives and regular development conversations. 

2) Workplace experience strategy & service delivery 

• Lead the development and implementation of modern workplace programmes to deliver best-in-class employee experience within the London office. 

• Spearhead workplace experience and service delivery on site, bringing an elevated level of service to all building users, guests and visitors. 

• Act as a Subject Matter Expert (SME) for Workplace Experience / Front of House related items, supporting development of processes and SOPs that serve wider account targets. 

• Ensure client and guest expectations are met and the overall workplace strategy is delivered. 

3) Front of House / Guest Services oversight (where in scope) 

• Ensure the highest levels of visitor care are delivered consistently across reception and guest touchpoints. 

• Ensure guest-facing standards are maintained (e.g., personal presentation, uniform compliance, readiness of reception points and guest areas). 

• Ensure customer feedback is actively captured (e.g., via Corrigo) and that follow-up and resolution is tracked through to closure. 

• Maintain strong awareness of business activity and ensure guest services teams are briefed to support VIP activity and peak periods. 

4) Events enablement and workplace activations (where in scope) 

• Ensure end-to-end event readiness and strong cross-team co-ordination for events taking place throughout the building. 

• Ensure pre-event engagement and communication routines are in place (e.g., stakeholder briefings and weekly event team meetings) to maintain seamless service delivery. 

• Ensure post-event feedback, audits and inspections are completed, and improvement actions are implemented. 

5) Building operations & site operational management 

• Lead and monitor day-to-day building operations, ensuring industry best-practice operations are implemented to deliver first-class workplace outcomes. 

• Oversee Planned Preventive Maintenance schedules in line with local regulations and required standards, engaging with engineering support resources as needed. 

• Ensure minor repairs and works are supervised appropriately and delivered safely, on time, and within budget. 

• Ensure participation in planned/unplanned incidents (e.g., shutdowns, evacuations) and that emergency procedures and Business Continuity Plans are current and enacted when required (including acting as Fire Safety Manager when required). 

6) Contract, supplier and service partner management 

• Ensure all contracts under role ownership are professionally delivered (including the contract with the customer and contracts with business partners). 

• Ensure contractor onboarding/offboarding and inductions are completed appropriately and standards are upheld. 

• Maintain appropriate levels of communication with all service providers across the site, ensuring joined-up delivery and a “one team” approach. 

7) Financial management & value delivery 

• Set and deliver agreed financial targets (revenue, expenses, debtor management and savings objectives), including managing performance to any Guaranteed Maximum Price commitments where applicable. 

• Support budgeting and participate in reforecasting to maintain financial accuracy and control. 

• Ensure all client billing, financial reporting, and supply chain payments are accurate and completed to agreed timelines and terms. 

8) Risk, compliance and governance 

• Drive a risk-conscious culture and ensure compliance with Health, Safety, Environment and Risk Management policies and procedures. 

• Ensure incidents are reported per required internal and client procedures and that emergency call-out/rectification processes are swift and effective. 

• Ensure account processes and procedures are monitored and updated in line with Master Services Agreement requirements. 

• Maintain data integrity across systems used to manage the account (including management information platforms and system drawings), escalating issues promptly when required. 

9) Technology, automation, innovation & sustainability 

• Develop new ways of working through innovative technologies, automation and improved operational routines. 

• Demonstrate commitment to sustainability programmes in all parts of the office, working collaboratively with workplace teams and partners to embed sustainable practices. 

10) Reporting and stakeholder communication 

• Provide standard monthly/quarterly/annual reporting and management reports as required, ensuring accuracy and timeliness. 

• Build and maintain strong relationships with client stakeholders, colleagues, guests, key service partners and other on-site business partners, networking confidently at all levels. 

11) Flexibility and wider support 

• Remain flexible to perform other duties within the wider workplace team as required, including supporting cross-site projects, site visits and critical operational needs. 

Skills (required) 

• Excellent written and verbal communication skills, including presentation and negotiation. 

• Strong leadership and people management capability; able to mentor and develop teams. 

• Strong stakeholder management with the ability to network at all levels. 

• Strong organisational skills; able to manage multiple projects and competing priorities. 

• Strong customer focus and commitment to service excellence in a highly demanding, high-visibility environment. 

• Strong analytical skills and attention to detail, including data integrity and reporting discipline. 

• Confident decision-making and calm under pressure, with a proactive approach to problem solving. 

• Comfortable leveraging technology to improve service delivery (automation, systems, reporting). 

Experience & Qualifications 

• Progressive experience in Facilities Management, Property/Building Operations, Workplace Experience, Hospitality or related customer-facing environment. 

• Demonstrable experience leading teams and managing complex service delivery (portfolio/site). 

• Financial management experience including budgets, forecasting and cost control. 

• Experience working in a regulated environment (financial services preferred). 

• Degree (or equivalent) in Building Management, Facilities Management, Business Administration or related discipline preferred; professional FM qualifications (e.g., IWFM/RICS) beneficial.