Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL 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.

Position:

Account Operations Manager

Location:

Hong Kong, Singapore



JLL is seeking an experienced Account Operations Manager to oversee the operational delivery and performance of a key regional/global Data Centre Client Account. This role ensures seamless service execution, compliance, and continuous improvement across APAC. Reporting to the Regional Account Director, the successful candidate will manage a diverse regional team, drive effective account operations, efficiency and innovation.

The successful candidate will be responsible for:

Managing a diverse team across the APAC region delivering Data Centre projects and programmes of work across all disciplines



Implementation of governance, performance management, and driving a culture of continuous improvement



Oversight of, and point of escalation for, 'on account' dedicated programme management teams and variable project teams (where used)



Working with other internal stakeholders for implementation of effective operational support to our on-account dedicated delivery teams, including team training, engagement, and performance

Managing a diverse set of client contracts and actions:

ongoing, new, renewals, and expansions Providing superior client service



Supporting year-on-year account growth / financial targets

Key Responsibilities:

Operational Excellence & Governance

Lead and provide oversight to all of the regional projects and provide expert guidance and advice on all matters relating to project delivery.



Implement and maintain standardized processes, ensuring compliance with client policies and industry best practices. Promote outcomes driven culture amongst direct reports, support talent mapping and growth of strong performers Onboarding new team members (and variable project managers where applicable) into the Account including, but not limited to: knowledge sharing (JLL and Client); client platform tools and access; client expectations; commercial and legal considerations; lessons learned, etc. Monitor team operational performance, identify risks, and drive corrective actions.

Oversee team and account reporting and data management to support decision-making.



Lead continuous improvement initiatives to enhance efficiency and service quality.



Support team growth, recruitment, and retention strategies to ensure continuous delivery and account growth



Meet / beat KPI targets



Tracker & Reporting Management

Develop, maintain, and optimize centralized trackers (e.g., financials, KPIs, risks, contracts and account specific actions) to ensure real-time visibility of account performance.



Oversee data integrity across client and internal systems (e.g., PMIS, dashboards), validating accuracy and consistency.



Partner with the Account Director to produce executive-level reports on operational metrics, trends, and strategic insights for client and JLL leadership.



Account Strategy Alignment

Partner with the Account Director to refine and execute the account strategy, ensuring alignment with client goals and JLL's service standards.



Identify opportunities to expand services or improve delivery models based on data-driven analysis.



Monitor industry benchmarks and best practices to elevate account performance.



Support client reporting and engagement, including regular QBR meetings



Financial, Commercial Oversight

Ensure accurate invoicing, cash collection, profitability tracking. And revenue forecasts



Identify opportunities to improve margins without compromising service delivery.



Support contract management and commercial negotiations.



Team Leadership & Development

Manage, coordinate, support, and develop JLL staff on the account.



Promote a high-performance culture with a focus on client satisfaction.



Keep track of learning and development requirements



Coordinate talent acquisition and retention strategies with senior leadership.



Risk & Compliance

Ensure adherence to JLL policies, including ethics and business practices.



Mitigate operational risks and liabilities through proactive governance.



Oversee change management and communication plans.



Key Result Areas

Client Satisfaction Scores



KPIs



Consistent delivery measured by reduced escalations



Revenue growth measured by increasing fee revenue / CI



Reapplication of learning and feedback



Key Attributes

10+ years in operations, account management, or project/programme leadership.



Experience in real estate, financial services, data centers, construction or technology sectors preferred.



Strong leadership skills with a track record of managing regional, cross-functional teams.



Excellent communication, analytical, and problem-solving abilities.



Strong experience in managing client relationships and engagements.



High digital literacy with a data-driven approach.



Flexibility for travel and extended work hours as needed.



Skills and interest in strategy and business development a strong plus.



If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.