Soft Services Area Operations Manager

Jones Lang LaSalle Americas, Inc.

Area Operations Manager leading and supporting cleaning teams to ensure operational excellence. Focus on training, development, and maintaining high cleaning standards for JLL.

Posted 4/14/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead cleaning teams to ensure a positive, motivational, and supportive working environment
Ensure advanced planning of all cleaning operations, including periodic tasks with clear schedules and sign-off procedures
Focus on training and development to establish good working practices
Ensure excellence in cleaning operations including security, health and safety compliance, cleaning standards, colleague appearance and presentation, full and clean uniforms, guest and staff interaction, and courtesy
Provide professional support in service-related and contractual matters
Ensure high standards are always achieved while remaining flexible to meet changing operational needs
Suggest new initiatives to ensure continuous improvement and best practice delivery
Take full ownership and manage to conclusion all cleaning feedback or complaints
Work closely with all stakeholders to add value and promote teamwork
Manage and report on all cleaning operational budgets with full transparency, including forecasts
Control delivery of colleague rosters, ensuring compliance is always maintained
Lead and advise the team in managing absence and holiday records, including sickness and annual leave for all direct reports
Organize non-agency cover wherever possible to avoid staff and qualitative shortfalls
Carry out and manage monthly audits to ensure high standards of cleanliness and a safe environment
Manage recruitment, induction training, developing, and retaining colleagues
Ensure adequate quality performance measures (KPIs/SLAs) are adhered to and resolve any failures professionally with clear plans
Conduct quality audits to ensure service delivery adheres to ISO9001 requirements
Ensure strict compliance with the Data Protection Act, GDPR, and associated regulations
Lead and support direct reports in an engaged and positive manner
Ensure the team delivers exceptional operational standards along with excellent and meaningful building user interaction
Work with Senior Leadership Team and Operations Management Team to forward plan staffing and ensure capacity is met
Scale service during peak periods without sacrificing SLAs
Ensure all team members are valued employees and conduct annual job chats
Identify team members wishing to progress their careers and work with HR and Learning & Development to create development plans
Work alongside HR and Learning and Development teams to deliver Customer Experience training
Identify training needs for direct reports and work with Senior Leadership Team on training plans
Ensure effective operational communication including meetings, handovers, and reporting
Attend daily, weekly, and monthly business progress meetings and team meetings as required
Deliver concise and sound written reports to aid company communication both internally and externally
Ensure complete confidentiality when communicating with clients
Drive and enhance opportunities to deliver more sustainable service delivery
Consistently exceed customer expectations and deliver long-term sustainable customer satisfaction

Requirements

What you’ll need

DSB Cleared
Maths and English GCSE's or equivalent
IOSH or equivalent certification
Proficiency in Microsoft Outlook, Word, and Excel
Proven experience in operational management
Experience in developing others
Ability to have difficult conversations
Demonstrates high personal standards
Innovative, creative, and organized

Benefits

Comp & perks

Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational managementcleaning standardsquality auditsKPISLAbudget managementtraining and developmentstaff rosteringcomplaint resolutioncontinuous improvement

Soft Skills

leadershipteamworkcommunicationproblem-solvingflexibilityinnovationorganizationconfidentialitymotivationinterpersonal skills

Certifications

DSB ClearedMaths GCSEEnglish GCSEIOSH certification