Team Lead - PDS Operations

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Purpose of Role

Lead day-to-day operations for the Operations Support team as it expands to its process scalability, increased business demand, and regional growth. This role provides dedicated team management and operational execution while collaborating with regional leadership to ensure service consistency and alignment with cross-regional Operations/Business Support initiatives. 

This position works in close partnership with the peer regional Operations Lead to drive coordinated growth and expansion of the Operations/Business Support function across both regions, ensuring knowledge sharing, process alignment, and unified service delivery standards.

Team Leadership

• Manage daily operations of the Operations Support team
• Drive team development, performance management, and capability building
• Foster a collaborative culture aligned with Operations Support service excellence
• Partner with the Group Operations Lead to execute team expansion plans, including:

• Supporting recruitment and selection of new team members
• Leading onboarding, integration, and capability building for new FTEs
• Developing scalable team structures, workflows, and capacity models that support growth

Operational Delivery

• Oversee core functions: Procurement services, Travel Booking, Expenses Management, Ops Hub Management, and Administrative Operations
• Ensure process consistency, data quality, and operational efficiency
• Monitor team capacity, workload distribution, and service levels to identify expansion needs and optimize resource allocation during growth phases

Strategic Collaboration

• Partner with regional leadership to maintain Operations and Business Support brand consistency
• Establish and maintain a collaborative partnership with the peer regional Operations Lead to:

• Coordinate regional expansion strategies and growth initiatives
• Share best practices, lessons learned, and operational insights across regions
• Ensure consistency in service delivery models, processes, and standards
• Jointly develop and implement scalable solutions that benefit both regional operations

• Support strategic initiatives, Operations track separation, and service scalability
• Contribute to stakeholder business reviews

Stakeholder Management

• Build relationships with business partners
• Address escalations collaboratively with regional leadership
• Represent in cross-functional forums

Continuous Improvement

• Identify opportunities to strengthen operations and service delivery
• Support scaling of services as the team grows
• Contribute to benchmark scoring and process optimization

Success Measures

• Operational efficiency metrics (process consistency, data quality, handling times)
• Stakeholder satisfaction scores
• Successful team expansion: seamless integration of new FTEs with reduced time-to-productivity while maintaining service levels during growth phases

Effective cross-regional partnership: demonstrated collaboration with peer regional Operations Lead through aligned strategies, knowledge sharing, and coordinated execution

Reporting Relationship

Reports to:  Group Operations Lead

Collaborates with: Offshore Operations Directors

Key Collaborative Relationships

• Regional Leadership – Strategic initiatives, regional growth, stakeholder engagement
• Cross-regional consistency and best practices
• Onshore Teams – PM Leads, Ops Leads, Technology Lead

Location:

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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