JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Property Management Services Manager - Residential OperationsJob DescriptionLead comprehensive Property Management Services for residential property operations, ensuring operational excellence through innovation, technology adoption, and effective team leadership. Drive service delivery standards while maintaining strong resident relationships and compliance across all residential facility operations.
ResponsibilitiesTeam Leadership & Development • Enable and empower site teams through continuous guidance, coaching, and professional development • Lead manpower planning, recruitment, selection, and onboarding processes for residential operations • Foster cross-functional collaboration for seamless residential facility operations
Financial Management & Controls • Develop and manage residential property operational budgets in collaboration with client stakeholders • Establish and monitor budgetary controls to optimize cost efficiency • Ensure accuracy of billing information and timely cost sheet submissions • Oversee vendor quotations, invoices, and payment follow-ups for residential services • Coordinate timely contract renewals and invoice submissions
Service Delivery & Performance Management • Monitor and maintain Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for JLL and outsourced agencies • Ensure performance scores consistently meet or exceed excellence benchmarks for residential services • Implement robust complaint management processes for resident queries and concerns • Conduct daily site inspections to verify proper maintenance of all residential building facilities, common areas, and amenities
Resident & Stakeholder Management • Address resident queries and concerns promptly through verbal and written communication • Communicate operational updates and service notifications to residents and management • Maintain strong relationships with residents, housing society committees, contractors, government authorities, and statutory agencies • Ensure resident satisfaction through proactive engagement and service excellence
Compliance & Risk Management • Ensure adherence to health, life safety regulations, and residential operational manuals • Implement and enforce risk assessment recommendations specific to residential environments • Facilitate safety culture under "No Safety No Work" principle • Develop and maintain business continuity plans for residential properties • Respond to emergency maintenance situations affecting residents with urgency
Documentation & Reporting • Prepare and submit Daily Management Reports (DMR) and Monthly Management Reports (MMR) • Maintain updated data repositories, resident communication records, and property files • Coordinate as-built drawing and transition document libraries for residential properties • Collaborate with Regional Operations, Head Office, SME, and Training teams for timely report closures
Innovation & Continuous Improvement • Leverage technology and innovative solutions to enhance residential living experience • Drive adoption of best practices across residential facility operations • Implement resident-focused service initiatives and amenity management programs
QualificationsEducation • Bachelor's degree (any discipline)
Experience • 8-10 years in residential property/facility management with expertise in both soft services (housekeeping, security, concierge) and technical operations (HVAC, plumbing, electrical, fire safety)
Skills • Strong leadership and people management • Financial acumen and budget management • Excellent resident relationship and community management • Deep understanding of residential facility operations, compliance, and safety standards • Ability to manage multiple priorities in dynamic residential environments • Strong communication and conflict resolution skills • Problem-solving and decision-making capabilities • Technology-oriented with digital transformation mindset • Customer service excellence focus
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
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 global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
