Senior Operations & General Manager

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Senior Operations & General Manager- London Headquarters

Position Overview

We are seeking an exceptional Senior Operations and General manager to serve as the dedicated single point of contact for our client's prestigious London headquarters. This full-time, office-based role (5 days per week) requires a passionate professional who will live and breathe the client brand, treating our flagship building as their own home while delivering an uncompromising 5-star experience for employees, clients, and visitors.

The successful candidate will combine extensive facilities management expertise with luxury hospitality excellence, ideally bringing hotel industry experience to elevate our workplace into a world-class destination that reflects our client's global reputation and values.

Key Responsibilities

Facilities Management Excellence

• Own end-to-end facilities operations for our client's London HQ, ensuring seamless daily operations across all building systems and services

• Serve as the primary facilities liaison for the client's leadership, providing proactive communication and swift issue resolution

• Coordinate with building engineering teams, maintenance contractors, and service providers to maintain optimal building performance

• Oversee space utilization, workplace optimization, and facility upgrades that enhance the client's employee experience

• Ensure full compliance with safety regulations, building codes, and corporate standards while maintaining the premium aesthetic that reflects our brand

5-Star Hospitality Delivery

• Establish and maintain luxury service standards that create memorable experiences for the client's employees, clients, and VIP visitors

• Design and implement comprehensive hospitality protocols spanning reception services, concierge operations, guest relations, and executive support

• Develop innovative workplace programs that enhance employee engagement and reinforce the client's culture and values

• Personally manage high-profile visitor experiences and executive-level hospitality requirements

Brand Stewardship & Client Relations

• Embody the client's brand values and ensure all facilities operations reflect our commitment to excellence

• Build and maintain strong relationships with the client's stakeholders at all levels, from front-line employees to senior executives

• Serve as the trusted facilities advisor to client's leadership, anticipating needs and delivering solutions

• Handle all facilities-related escalations with professionalism, ensuring our client's reputation is always protected and enhanced

Team Leadership & Service Culture

• Lead and inspire facilities and hospitality teams to deliver consistent 5-star service that exceeds the client's expectations

• Foster a service culture that prioritizes proactive care, problem-solving, and continuous improvement

• Ensure adequate staffing and seamless service delivery across all operational hours

• Conduct regular training to ensure all team members understand and embody the client's standards

Required Qualifications

Essential Experience

• Minimum 5-7 years progressive facilities management experience in premium corporate environments, luxury hotels, or high-end mixed-use properties

• Hotel industry experience strongly preferred, with demonstrated ability to translate hospitality excellence to corporate workplace settings

• Proven track record managing comprehensive facilities operations including HVAC, security, technology infrastructure, and maintenance coordination

• Experience serving as single point of contact for senior executives and managing high-stakes client relationships

Technical Expertise

• Working knowledge of building systems, preventive maintenance programs, and facilities management software platforms

• Experience with space planning, workplace design, and facility optimization in corporate banking or financial services environments preferred

• Proficiency in facilities management systems, work order platforms, and Microsoft Office Suite

Core Competencies

• Exceptional interpersonal skills with ability to build trust and credibility with client's leadership and teams

• Strong commercial acumen with budget management experience and P&L accountability

• Outstanding communication skills for presenting to executives and coordinating with diverse stakeholder groups

• Demonstrated passion for service excellence and brand stewardship

• Ability to work independently while maintaining close collaboration with client stakeholders teams

Personal Attributes

• Genuine passion for hospitality and facilities excellence with pride in workplace presentation

• Flexibility and resilience to handle multiple priorities in a dynamic banking environment

• Professional presentation and demeanour suitable for interaction with senior executives and external clients

Preferred Qualifications

• Professional certifications in facilities management (CFM, FMP) or hospitality management (CHA, CHE)

• Experience in financial services or banking environments

• Background coordinating events and executive meetings in corporate settings

• International experience or cultural awareness aligned with the client's global presence

Location & Working Arrangements This role is based full-time (5 days per week) at the London headquarters, requiring a dedicated on-site presence to ensure continuous service excellence and immediate responsiveness to our teams and clients.

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If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email [email protected] or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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