Content Operations and Perfomance Manager

What this job involves:This position leads excellence in ticket management and content operations by combining strategic performance management, team leadership, training development, and operational execution to drive continuous improvement across global facilities management operations. You will monitor performance metrics and KPIs for ticket management and operations teams while regularly analyzing performance data to identify trends and areas for improvement, collaborating with resolver group leaders to set performance targets and create improvement plans. This role contributes to JLL's business objectives by leading the Content Operations team to continuously improve and execute the Content Operations Program, serving as escalation point for team challenges, driving process improvement initiatives to closure including improvement ideas for accuracy, exceptions, cycle time, and lead time, and effectively managing internal and external stakeholders while nurturing good relationships and collaborating with regional facility management teams to streamline and standardize workflows, tools, and best practices.What your day-to-day will look like:Monitor performance metrics and KPIs for ticket management and operations teams while analyzing performance data to identify trends and improvement areasGenerate regular reports on ticket management performance for senior management while utilizing dashboards and performing data analytics for insightsLead Content Operations team to continuously improve and execute Content Operations Program while serving as escalation point for team challengesConduct periodic performance reviews and provide constructive feedback while undertaking monthly and annual performance reviews and managing leaveCoach and mentor team members to ensure all-round development while continuously striving to upskill team from industry, domain, and soft skills perspectiveCollaborate with key client contacts and Support Operations teams to identify and implement process improvements while driving initiatives to closureCreate and distribute daily, weekly, and monthly performance reports to relevant stakeholders while preparing business reviews highlighting key metrics and trendsMaintain up-to-date organizational ongoing and project/program related tasks while owning and administering various key leadership meeting series. Required Qualifications:Bachelor's degree in Business Administration, Facilities Management, or related field with equivalent work experience acceptedMinimum 7+ years experience in facilities management or help desk operations with focus on global process standardizationMinimum 3+ years leading teams with proven track record of team development and performance managementProven track record developing and implementing standardized processes across multiple regions with experience training and mentoring global teamsExpert in client relationship management and stakeholder communication at all levels with proficiency in data analysis and performance metric developmentDeep understanding of facilities and help desk operations including ticketing systems and SLAs with strong problem-solving skills and history of driving process improvementsExcellent organizational, planning, prioritization skills with attention to detail and excellent spoken and written communication skills for dealing with various seniority levels. Preferred Qualifications:Experience in training and mentoring global teams with ability to create culture of collaboration across project leadershipUnderstanding of ticket management systems, structures, and integrations ensuring business processes are effectively connectedDynamic and versed in Lean and Operational Excellence practices with ability to drive productivity of assigned team membersAnalytical competencies with ability to apply to different types of data while providing feedback on dashboard enhancements and improvementsAbility to work independently with minimal supervision while making decisions and solving problems efficientlyExperience maintaining individual and team production logs while delivering administrative tasks aimed at driving consistent service deliveryBackground in documenting and standardizing best practices with ability to gather feedback from team members and stakeholders for process enhancements. Location: OnsiteAt JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.JLL is an Equal Opportunity Employer committed to diversity and inclusion.