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IFM Operations Director

Patelco Credit Union

This is a Full-time position in New York, NY posted February 18, 2021.

The Operations Director is a leader on the Integrated Facility Management (IFM) centralized resource/center of excellence team responsible for governing, overseeing and supporting the global Facility Management teams in meeting strategic business objectives and key performance indicators. This role provides an opportunity to work in a broad range of areas relating to real estate operations with a heavy focus on strategic engagement with our service lines, account team, and clients, ensuring platform and technology delivery and operations across service lines, and fostering technology adoption at the end-user level. The Operations Director will manage overall client- and account-specific technology platforms that enable efficient service delivery, key performance indicator (KPI) development and alignment for tracking and reporting.
The role requires regular interaction with account leadership, clients, service providers, operational and support staff and will be part of a fast-paced environment consistently charged with handling multiple demands and priorities. The candidate must be able to organize and prioritize multiple tasks, effectively manage through stressful situations, and consistently make high-quality decisions. Candidate must have superb people management skills, excellent presentation and documentation skills, and deliver thoroughness and accuracy in all tasks. The role is critical to the success of the client relationship in driving performance management, process improvement and innovation thru fact-based decision making.


  • Oversee centralized facilities management by providing a seamless interface with field teams supporting client’s real estate through organization, leadership, responsiveness and creativity
    • Interface with Call Center, CMMS, Facility Management, Supply Chain Management, Engineering / Energy & Sustainability, Project Development Services (PDS), Integrated Portfolio Services (IPS), Technology and Finance teams on special projects including enhancement opportunities and process improvements
    • Document facility management processes and ensure appropriate processes are followed across the global portfolio – provide training on assigned responsibilities within subject matter expertise
    • Manage, coordinate, and execute Facility Management services, vendor management, small projects, centralized initiatives and associated Client relationships
    • Develop and execute appropriate reporting routines to support platform, region, account, and/or Client goals and objectives
    • Learn & observe team processes in order to identify and develop new dashboards, data access & integrity, documentation, etc. Collaborate with Business Intelligence and Technology teams to maximize effectiveness and efficiency
  • Translate client business objectives into an information management and business intelligence strategy, which is integrated and consistent at the account management level. Cultivate client expectations on global transition/optimization/transformation deliverables while working with change agents and communication colleagues to tailor plans for IFM service lines.
  • Partner with service line leadership teams to define technology and service delivery platform strategy, and manage alignment with the account service delivery strategies
  • Document management processes and ensure appropriate governance across the global portfolio – provide training on assigned responsibilities
    • Plan, develop, implement and maintain programs, policies, process/procedures, and playbooks for systems/users within the service line, inclusive of establishing controls
  • Develop and execute appropriate reporting routines to support platform, region, account, and/or Client goals and objectives
  • Manage Account’s key performance indicators (KPIs), key business elements (KBEs) and key risk indicators (KRIs). Includes working with service lines to have efficient, effective tracking and reporting tools.
  • Provide reporting data and execute all JLL quality assurance audits that will impact the data integrity. This requires running weekly/monthly/quarterly/annual/ad-hoc quality assurance reports in the various Reporting and Query environments, communication to all site contacts with errors, documenting errors for the month and correcting errors when possible.
  • Engage in a culture of continuous improvement and innovation by leveraging business intelligence and leading the development of best practices, innovative programs, new tools, process re-engineering and other ideas that provide service delivery efficiencies, reduce costs, increase productivity or quality and/or reduce risk for the Client or Firm by working closely with the Facility Management field team and the Client
  • Ensure minimal preventable incidents that create interruptions to the ongoing operations of the Client and safeguard professional risk mitigation related to facility management services, including the adoption of programs to enhance safety and compliance and minimize confidentiality incidents. Includes proactively identifying, reporting and mitigating all project risk issues.
  • Responsible for the overall integrity of the CMMS work order process, systems and associated data platforms, as it specifically relates to performance management/reporting and maximizing CMMS capability. 
    • Drive platform optimization inclusive of system configuration, records maintenance for system users, companies, properties, assets, work order scheduling, system/data integrity and auditing.
  • Oversee call center operations including monitoring and improving processes which contribute to call center performance and customer satisfaction.
  • Oversee Business Continuity (BC) and Disaster Recovery (DR) planning and response efforts. Facilitate the improvement and maintenance of each of those plans, taking into account best practices, industry standards and critical areas of focus. Responsible for assessing organizational risk, recommending appropriate strategies, ensure compliance, manage testing & training exercises and overall governance.
  • Deliver on all financial planning routines within the portfolio, including the preparation and financial management of expense and capital budgets with the Clients’ goals and objectives addressed, variances tracked and reported on and all fiduciary duties upheld.
    • Oversee governance and planning support of all small capital and R&M expense projects and processes in maintaining facilities / grounds and ensuring associated services are executed in a manner consistent with the Client’s global standard processes and professional brand image and compliant with applicable local laws, rules and regulations.
    • Develop, maintain and deliver financial planning program procedures, playbooks, and training – inclusive of establishing controls.
    • Responsible for the review of business need / justification, prioritization and scope / cost creation of all Facility Management-driven expense and capital projects
  • Provide governance over the execution of periodic interior and exterior site inspections documenting facility conditions and integrating with additional service lines to ensure functional, comfortable, compliant, energy efficient and attractive facilities, in accordance with approved operating budgets – including compiling / analyzing associated inspection data.
    • Manage and support overall facility management services to ensure maintenance of the facilities and grounds, and provision of associated services, is executed in a manner consistent with the Client’s global standard processes and professional brand image and compliant with applicable local laws, rules and regulations
    • Perform auditing of facility condition assessments for quality control, as well as, instituting all inspection-related processes / procedures / training materials for the portfolio.
    • Coordinate updates to facility condition database by supporting / developing scope / cost creation of expense and capital projects and support ongoing cost reduction programs to reduce operating costs while maintaining desired environments.
  • Perform additional job duties, as requested


  • Bachelor’s degree or equivalent work experience
  • 7+ years of practical experience in commercial real estate operations and/or Facilities Management
  • Understanding of financial impact of building concerns (expense and capital planning)
  • Exhibits strong interpersonal skills, excellent verbal and written communication skills and has the ability to communicate professionally in a clear and concise manner in a variety of communication settings/styles
  • Strategic planning and analytical skills with a track record of identifying potential issues pro-actively and formulating solutions and contingency plans. Strategic user of business intelligence, data, reporting & analytics to drive efficiency.
  • Results driven – Ability to analyze, act, and implement to ensure desired results are achieved
  • Acute sense of timely delivery, speed to deliver, deadline and timeline orientation to achieve successful and breakthrough outcomes
  • Possesses a high degree of innovation & problem solving ability, capable of translating to helping our teams and clients work smarter
  • Ability to develop training presentations, process documentation/mapping, playbooks etc. related to systems/processes will be required
  • Flexible and adaptable; able to work in ambiguous situations, dealing with complexity and time pressure
  • Strong team player and organized, with the ability to work with minimal supervision in a fast-paced environment
  • Superior client relationship management skills
  • Experience effectively managing/evaluating direct reports by establishing clear expectations for and providing constructive feedback. Inclusive of leading virtual teams and leading groups where there is no direct reporting relationship.
  • Successful team builder with a proven track record of excellent internal and external customer service
  • Focus should be on attention to detail and accuracy
  • Experience of working with international and cross-cultural teams
  • Experience in root cause analysis including 5 Whys, Fishbone, FMEA or equivalent
  • Advanced skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
  • Must have SharePoint knowledge and experience


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Posted 6 Days Ago

Full time


About Us

JLL (NYSE: JLL) is a leading professional services firm that specializes in real estate and investment management. JLL shapes the future of real estate for a better world by using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities. JLL is a Fortune 500 company with annual revenue of $18.0 billion, operations in over 80 countries and a global workforce of more than 93,000 as of December 31, 2019. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit