Head Global Service Center Costa Rica

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
What this job involves
JLL operates Shared Service Centres (SSC) around the globe supporting its corporate need and clients' services. In total this workforce of c2,800 supports c15 different functions / teams globally.

**Our Global Service Centers**:
Offer high performance operations that service JLL’s internal requirements and our clients
Support and facilitate business growth & evolution
Enhance productivity and optimize costs
Enhance quality for clients and corporate requirements
Increase resilience, reduce risks, provide continuous improvement, innovation, best practice and technology to differentiate JLL from its peers and drive quality and margin improvement
Support JLL”s commitment to employee satisfaction through People Programs run globally

Costa Rica Shared Services Center Operations
Costa Rica will be the JLL Global Service Center in LatAm, servicing clients and functions across the globe, for a number of key front and back-office services. With other functions to be added over time

What is your day to day?
The JLL Business Services (JBS) Costa Rica Shared Services Center (SSC) Leader will be accountable for:
the overall management of the Center, ensuring safe, legally compliant and optimal delivery of services in line with the overall strategic objectives of JBS
establishing the center, as a legal / financial and operational entity, onboarding new teams and the center ways of working, setting up governance etc
delivering performance across the teams, meeting business requirements on Quality and TAT
partnering with key business lines to identify opportunities to drive business efficiency and optimisation
owing the strategic relationship with key business lines / Accounts on behalf of the global JBS teams across all centers
Lead on a number of high profile / risk JBS wide (across all 2.8k staff, 5 centers) Programs and Projects; delivering best practice improvements at scale

Accountabilities
Lead and manage all facets of the global shared services operations: regulatory (including the high risk / complexity Special Economic Zone compliance); performance; risk management, in a high-risk environment; financials - budget, cost and headcount targets; center employee engagement, premises and business continuity
Ensure the center continuously optimises processes to deliver efficiency gains
Drive collaboration and a OneJLL mindset for all business / service lines operating in the center (managed and hosted)
Drive collaborative JBS and business line engagement to identify opportunities to drive business efficiency and optimisation; and ensure harmonisation of staff treatment, and wider career paths
Leadership & Engagement - Lead leaders who report directly and indirectly to inspire the team to do their best work every day.

Key Stakeholders
The JBS Costa Rica Shared Services Center Leader will partner with the following stakeholders to drive the successful outcome of the Costa Rica SSC:
Global Business / Service Line Leaders
Country Head, Costa Rica
Key Accounts
Corporate Functions - HR, Finance, Marketing, Legal, Audit

Key Performance Measures

**Financials**: budget, cost, headcount targets
Quality and TAT KPIs

**Customer / Business**: internal customer satisfaction

**People**: employee satisfaction

Desired experience and technical skills
Required

**Strong Operations background, including**: high performance / challenging KPIs, driving operational excellence and continuous improvement, ideally in a Shared Service environment
Strategy creation and implementation; driving delivery of complex growth
Experience of ‘winning business’, overcoming setbacks and strong resilience
Significant experience of business transformation, and in particular transitioning activity to an o