Senior Facilities Manager

Service Delivery
Manage the delivery of facilities services to an assigned portfolio of retail bank branches and cafes in accordance with all agreed policies, procedures, and contract scope.
Act as the primary point of contact for the client regarding operations.
Oversee facility managers who handle day-to-day operations, ensuring their teams maintain optimal performance and upkeep of customer-facing retail locations while addressing issues and escalations.
Monitor facility managers' vendor management activities to ensure service delivery standards are met in retail banking and cafe environments, reviewing documentation of scope changes and instances of poor performance.
Direct facility managers in documenting and addressing poor performance to correct issues and maintain service excellence in client-facing locations.
Ensure facility managers adhere to preventative maintenance schedules to maintain reliability of HVAC, security systems, point-of-sale equipment, ATMs, and other critical infrastructure while driving consistency across the portfolio.
Develop and implement innovative programs and processes that facility managers can execute to reduce short and long-term operating costs while maintaining the customer experience and increasing operational efficiency.
Ensure compliance with all health, safety, food safety (where applicable), environment, and risk management policies and procedures specific to retail banking and food service operations across all managed locations.
Support account-wide initiatives such as compliance reviews, health inspections, audits, and training programs through driving implementation at a regional portfolio level and coordinating with facility managers.
Drive initiatives such as benchmarking, best practices, and continuous improvement tailored to retail operations, providing strategic direction to facility managers.
Coordinate engagement between facility managers and other internal teams.
Identify and establish JLL subject matter experts to bring value to the client and facilitate engagement across retail banking and hospitality sectors.
Client Relationships
Proactively develop and manage senior-level client relationships, ensuring that expected service levels are achieved and that facilities support excellent customer experiences.
Ensure facility managers comply with all requirements of the client contract and meet or exceed Key Performance Indicators related to operations.
Deliver an exceptional quality of service to the client through effective oversight of facility managers, as reflected by client feedback and customer satisfaction metrics.
Finance Management / Cost Control / Profitability
Oversee the development and management of facility operating budgets for the assigned portfolio, reviewing facility managers' budget tracking and ensuring management within target of agreed budgets while identifying efficiencies and savings.
Drive cost savings initiatives by directing facility managers to maximize utilization of suppliers, preferred vendors/contractors, and identify additional efficiency opportunities consistent with client goals in retail banking and cafe environments.
Review and approve current financial year budget spend reports (actual vs. budget, variance, etc.), analyze expenditure across the portfolio, and demonstrate value or alternative efficiency initiatives (cost savings or increased account profitability).
Oversee the annual budgeting and forecasting processes for your portfolio, coordinating inputs from facility managers.
Monitor facility managers' payment processing to vendors, ensuring use of available systems and compliance with all relevant policies and procedures.
Ensure compliance within delegated financial and contractual authorities across all facility managers and locations.
Leadership / Staff Management
Lead recruitment efforts for facility managers and oversee their management of professional, customer-focused, creative, energetic, and detail-oriented teams dedicated to supporting exceptional retail banking and cafe experiences.
Coach facility managers in their performance management responsibilities and personal development planning for their team members.
Mentor, train, and support facility managers to actively foster an environment of teamwork, cooperation, performance excellence, and personal success across the portfolio.
Conduct performance reviews and development planning for facility managers, ensuring they have the skills and support needed to succeed.
Align with the facilities leadership team as a senior manager and provide strategic direction for all facilities matters at the assigned locations.
Act as an ambassador for JLL, adopting and maintaining the firm's core values of Teamwork, Ethics, and Excellence while modeling leadership behaviors for facility managers.
Sound like you? To apply you need to possess:
Bachelor's degree or equivalent preferred
Relevant certifications and industry designations preferred (i.e., LEED, CFM, FMP, or food service/hospitality management certifications)
7+ years of leadership in a facility management environment with at least 3 years managing other facility managers who oversee retail, banking, or hospitality facilities
Proven experience managing remote teams and facility managers across multiple time zones and geographic regions
Ability to travel up to 30% to visit locations across the portfolio and support facility managers
Proficiency in a range of information technology tools and platforms
Strong interpersonal skills, strategic thinking ability, and problem-solving capability, particularly in customer-facing environments
Excellent verbal/written communication and presentation skills with ability to interface with senior client stakeholders
Proven record of developing high-performing facility management teams and providing excellent internal and external customer service in retail or hospitality settings

Work arrangement
Yes