Account Operations Manager

JLL supports the Whole You, personally and professionally.
**Position**: Account Operations Manager
**Location**: Hong Kong, Singapore
Managing a diverse team across the APAC region delivering Data Centre projects and programmes of work across all disciplines
Implementation of governance, performance management, and driving a culture of continuous improvement
Oversight of, and point of escalation for, ‘on account’ dedicated programme management teams and variable project teams (where used)
Working with other internal stakeholders for implementation of effective operational support to our on-account dedicated delivery teams, including team training, engagement, and performance
**Managing a diverse set of client contracts and actions**: ongoing, new, renewals, and expansions Providing superior client service
Supporting year-on-year account growth / financial targets
**Key Responsibilities**:
Operational Excellence & Governance
Lead and provide oversight to all of the regional projects and provide expert guidance and advice on all matters relating to project delivery.
- Implement and maintain standardized processes, ensuring compliance with client policies and industry best practices.
- Promote outcomes driven culture amongst direct reports, support talent mapping and growth of strong performers
- Onboarding new team members (and variable project managers where applicable) into the Account including, but not limited to: knowledge sharing (JLL and Client); client platform tools and access; client expectations; commercial and legal considerations; lessons learned, etc.
- Monitor team operational performance, identify risks, and drive corrective actions.

Oversee team and account reporting and data management to support decision-making.
Lead continuous improvement initiatives to enhance efficiency and service quality.
Support team growth, recruitment, and retention strategies to ensure continuous delivery and account growth
Meet / beat KPI targets
Tracker & Reporting Management
Develop, maintain, and optimize centralized trackers (e.g., financials, KPIs, risks, contracts and account specific actions) to ensure real-time visibility of account performance.
Oversee data integrity across client and internal systems (e.g., PMIS, dashboards), validating accuracy and consistency.
Partner with the Account Director to produce executive-level reports on operational metrics, trends, and strategic insights for client and JLL leadership.
Account Strategy Alignment
Partner with the Account Director to refine and execute the account strategy, ensuring alignment with client goals and JLL’s service standards.
Identify opportunities to expand services or improve delivery models based on data-driven analysis.
Monitor industry benchmarks and best practices to elevate account performance.
Support client reporting and engagement, including regular QBR meetings
Financial, Commercial Oversight
Ensure accurate invoicing, cash collection, profitability tracking. And revenue forecasts
Identify opportunities to improve margins without compromising service delivery.
Support contract management and commercial negotiations.
Team Leadership & Development
Manage, coordinate, support, and develop JLL staff on the account.
Promote a high-performance culture with a focus on client satisfaction.
Keep track of learning and development requirements
Coordinate talent acquisition and retention strategies with senior leadership.
Risk & Compliance
Ensure adherence to JLL policies, including ethics and business practices.
Mitigate operational risks and liabilities through proactive governance.
Oversee change management and communication plans.
Key Result Areas
Client Satisfaction Scores
KPIs
Consistent delivery measured by reduced escalations
Revenue growth measured by increasing fee revenue / CI
Key Attributes
10+ years in operations, account management, or project/programme leadership.
Experience in real estate, financial services, data centers, construction or technology sectors preferred.
Strong leadership skills with a track record of managing regional, cross-functional teams.
Excellent communication, analytical, and problem-solving abilities.
Strong experience in managing client relationships and engagements.
High digital literacy with a data-driven approach.
Flexibility for travel and extended work hours as needed.
Skills and interest in strategy and business development a strong plus.
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
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 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a glob