Director - Operations

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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Job Title

Director of Operations

Business Unit

Capital Markets Group

Reporting to

Group Operations Lead

Position Summary

We are seeking an experienced, strategic, and results-driven Director to lead our Capital Markets and Valuation & Risk Advisory team. The successful candidate will be responsible for overseeing the end-to-end operational delivery across multiple regions, managing a workforce of 150+ FTEs. This role demands strong operational acumen, performance optimization skills, people leadership.

The ideal candidate brings extensive experience managing large-scale operations in a dynamic, client-facing environment and has a track record of driving efficiency, service excellence, and scalable growth. Experience in the real estate or financial services industry and familiarity with valuation processes is preferred.

Responsibilities

Operational Leadership
Lead and manage day-to-day operations for the Capital Markets and Valuation support teams, ensuring service quality, compliance, and operational efficiency.
Oversee delivery performance across diverse service lines (e.g., valuations support, data entry, admin support, reports generation, client support).
Implement robust KPIs, SLAs, and reporting mechanisms to track productivity, accuracy, and client satisfaction.

 Strategic Planning & Execution
Partner with executive leadership to define and execute business strategies that align with organizational goals.
Identify and drive process improvements, automation opportunities, and operational cost optimization.
Scale operations to support business growth while maintaining high quality and compliance standards.

Team Leadership & Development
Manage a large, multi-level team of 150+ employees across various functions and geographies.
Build a high-performance culture through effective hiring, coaching, succession planning, and employee engagement.
Promote a culture of continuous improvement, accountability, and client-centricity.

Client & Stakeholder Management
Serve as a key liaison between operational teams and client-facing leaders.
Ensure delivery excellence and act as an escalation point for operational issues.
Collaborate with cross-functional teams including Technology, Compliance, Quality Assurance, and Finance.

To Apply you need to have

Required

• Bachelor’s degree in Business Administration, Real Estate, Finance, or a related field.

• 10+ years of progressive experience in operations leadership roles, preferably in real estate, professional services, shared services or outsourcing/BPO environments.

• Proven experience managing large teams (100+ FTEs), with strong people management and team development capabilities.

• Demonstrated ability to drive operational improvements and manage large-scale service delivery.

• Strong understanding of performance metrics, process optimization, and client service best practices.

• Excellent communication, leadership, and stakeholder management skills.

Preferred:

·         Experience or familiarity with real estate valuation processes (residential or commercial).

·         Understanding of appraisal methodologies, regulatory requirements (e.g., USPAP, IVS), or valuation platforms (e.g., Argus, CoStar, etc.).

·         MBA or equivalent advanced degree.

·         Experience working in an offshore/outsourcing setup (if applicable).

Key Competencies:

·         Strategic and analytical thinking

·         Strong leadership and team management

·         Operational and process excellence

·         Client relationship management

·         Change management and adaptability

·         Financial and business acumen

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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