JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies 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. Senior Operations Manager JOB SUMMARY The JLL ServCo Manager will provide operational support to HGCA, a subsidiary of HSBC, in their new offices in Vancouver and Toronto. This role involves managing day-to-day operations, ensuring seamless office support, and acting as the main point of contact for operational issues for both offices. The Senior Operations Manager will collaborate with a variety of entities including HGCA staff, Cushman Wakefield, WeWork, and IQ Offices to ensure the smooth functioning of the workspace and deliver exceptional customer service to HGCA staff. RESPONSIBILITIES WeWork and IQ Account Management: Manage day-to-day operations for HGCA's WeWork and IQ Offices locations, including key card and credits management. Collaborate with WeWork and IQ Offices operators to address any operational issues and ensure a high standard of service. Operations Reporting: Generate and analyze operations reports related to the workspace, providing valuable insights and recommendations for improvement. Identify and escalate any inconsistencies or concerns to management. Oversight of Estates Management Support (Cushman Wakefield) and Heath & Safety Support (CLEAR EHS): Oversee Cushman and Wakefield to ensure that the transaction management and lease administration support they are providing meets their contract obligations. This role will also help facilitate communication between HGCA leadership and Cushman Wakefield and ensure Cushman Wakefield has the information needed to do their job including office utilization data, HGCA FTE forecasts, and budgeting. Cushman Wakefield’s scope includes: Paying lease fees for iQ and WeWork accurately and on time Proving recommendations on office strategy including insights on the market and trends Preparing for upcoming lease transactions by providing HGCA recommendations and ample time for them to renew, relocate or terminate rental agreements Oversee CLEAR EHS to ensure their health & safety support is meeting all requirements under their contract and that the representative is on top of the latest regulatory requirements for BC and Ontario, and any other location they may operate from. Customer Service: Provide exceptional customer service to HGCA staff in Toronto and Vancouver. Address employee needs related to office support, including stationary, couriering, catering, event planning, and other requirements. Liaison: Act as the primary point of contact for both Vancouver and Toronto-based operational escalations. Collaborate with global teams and other stakeholders to resolve issues efficiently and effectively. Backup Support: Provide backup support to the operations lead at HGCA when away (as it pertains to office space needs and requests) Ensure continuity of operations and excellent service delivery during the operations lead’s absence, Monthly Management Meeting (MANCO) and QBR Reporting: Compiling and presenting the operations report for the monthly MANCO meeting. Compiling Quarterly Business Review (QBR) reports as needed. Collaborate with various teams to gather data and insights for QBR reporting. KPI Compliance: Liaise with the Global team to ensure Key Performance Indicators (KPIs) are being met. Monitor performance against set targets and recommend improvements as needed. QUALIFICATIONS Strong understanding of office and facilities management. Proficient in Microsoft Office applications, especially Excel. Excellent analytical and problem-solving skills. Detail-oriented with a high level of accuracy. Ability to work in a fast-paced, deadline-driven environment. Exceptional interpersonal and customer service skills. Strong communication and collaboration skills. Flexibility to work remotely and in-person (at iQ Offices) as per client's requirements. Knowledge of the real estate industry is an asset. Interpersonal Competencies: High level of energy and enthusiasm Strong interpersonal, multi-tasking, and skills Detail oriented with ability to think strategically and analytically Highly comfortable interacting with management and willingness to share ideas Creative problem solver that can analyze and synthesize information from disparate sources and deliver comprehensive, balanced and actionable analysis Positive, professional attitude and adept at forging strong relationships Collaborative work style EDUCATION & EXPERIENCE Bachelor's degree in a related field is preferred. 5+ years of experience in an operations or similar type role Real estate industry experience is an asset Estimated total compensation for this position: 115,000.00 – 150,000.00 CAD per year The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data . Location: On-site –Toronto, ON, Vancouver, BC 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! JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country. For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here. Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. Activate your Personal Job Alerts now and receive opportunities as soon as they are advertised. If you're a current JLL employee, please apply using the Internal Career Site At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world. For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. 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