Leading Amer Shared Service Center Manager with Strategic Growth Focus

hace 7 días


San José, San José, Costa Rica Jll A tiempo completo

About JLL, a leading professional services and investment management firm, specializes in real estate. With operations in over 80 countries and a workforce of more than 91,000 individuals worldwide, we help real estate owners, occupiers, and investors achieve their business ambitions. As a global Fortune 500 company, we drive sustainability and corporate social responsibility.

We're committed to shaping the future of real estate for a better world using advanced technology. Our core values of teamwork, ethics, and excellence are fundamental to everything we do. We've been recognized with awards for our success by organizations globally and locally.

Our diverse and inclusive culture welcomes, values, and empowers everyone to achieve their full potential. Unique backgrounds, experiences, and perspectives help us think bigger, spark innovation, and succeed together.

This leadership role is part of a dynamic and fast-growing team working closely with a prominent Client from the technology and online retail industry. The Client's Real Estate and Facilities (GREF) team provides expertise in real estate transactions, capital investment program management, and facility maintenance across multiple European, Middle Eastern, and African countries.

The GREF team partners with suppliers to ensure quality, innovation, and scalability, utilizing customer-driven feedback to continuously improve and exceed employee expectations. The main goal of this role is to oversee the central Shared Service Center (SSC) operational teams supporting AMER operations.

The key objectives include ensuring operational excellence, strong integration across delivered services, and creating a 'one-team' approach while driving further service enhancements. This role combines continuous improvement with talent development.

Oversight responsibilities include financial and lease management activities, project management support, analytics, and business intelligence. Specific teams may report directly or in a matrix structure setup to the SSC Lead. Close collaboration with the GREF leadership workgroup and strategic developments within the Client's structure are expected.

Responsibilities:

Main Responsibilities

  • Manage a large team of approximately 300 members in the Shared Services Center operations.
  • Develop a collaborative environment by driving synergies between sub-teams.
  • Act as the primary point of contact and strategist for HR processes and talent development for the managed team.
  • Participate in all required HR processes, focusing on talent acquisition.
  • Establish a customer-centric culture, promoting continuous improvement and innovative thinking in daily operations.
  • Drive knowledge and skillset growth across the team through a strong learning and development program and individual coaching.
  • Oversee financials related to the managed operation.
  • Agree on fee budgets and resources with the Client, ensuring internal compliance and controls for revenue and cost.
  • Manage partnerships with local stakeholders, including business leadership, office management, HR, and IT, for efficient team operations.
  • Identify opportunities for new services and solutions adding value to client delivery through internal and external stakeholder networks.
  • Prioritize client needs and areas requiring support, translating them into new process and service setups.
  • Conceptualize initial needs into feasible solutions, implement, and stabilize performance of new delivery areas.
  • Contribute to the work of the corporate real estate leadership team, contributing to agreed projects.
  • Take ownership of initiatives aimed at achieving operational optimization through centralized processes.
  • Serve as a trusted advisor to the Client, maintaining strong relationships with key stakeholders within the account team.
  • Address issues or underperformance related to service delivery, agreeing and executing action plans to resolve them permanently.
  • Grow the business delivered to the Client, contributing to overall business growth by transferring solutions and services to other areas of business or client accounts.


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