Position: Account Operations Manager

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.