Client Onboarding Experience Team

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.

Job Title: Client Onboarding Experience Team (COET) | Implementation Manager

Job Summary:

The Client Onboarding Experience Team (COET) is currently seeking a highly skilled and detail-oriented Implementation Manager to join our dynamic Global Implementation Team. The Implementation Manager will be responsible for leading projects and programs across multiple business units, locations, and geographies. Based on defined business needs, this role will create and deliver strategies and plans to evaluate and implement innovative programs using data-driven insights to improve productivity, efficiency, and user satisfaction. Additionally, this role will oversee global projects focused on digitization/automation and/or centralization for Work Dynamics. The Implementation Manager will contribute a strategic perspective, possess the ability to see the big picture, and demonstrate expertise in initiating change to drive global standard processes.

In this critical role, the Implementation Manager is tasked with executing new business transitions, account expansions, and account demobilizations. Working collaboratively with clients, Sales, Commercial, and other JLL Workstreams, the Implementation Manager provides comprehensive Transition project management services encompassing all aspects of delivery. This ensures a seamless onboarding experience to JLL while effectively managing budget, scope, schedule, communications, and change. The Implementation Manager is expected to handle multiple projects simultaneously and act as a strong change leader for significant Client Transitions. Furthermore, this role emphasizes the importance of teamwork and collaboration in meeting the key performance indicators specified in the contract.

Key Responsibilities

Transition Management

Manage end-to-end client transition projects using standard tools and methodologies

Coordinate workstream leads (HR, Finance, Technology, Commercial) and ensure timely deliverable completion

Define project scope, monitor budgets, and maintain alignment with contractual obligations

Lead transition meetings, facilitate progress reviews, and drive issue resolution

Maintain proactive stakeholder communication and develop risk mitigation strategies

Ensure smooth handover from transition team to account management

Post-Implementation Support

Stabilization (1-3 months): Partner with Success leaders to establish operational fundamentals

Optimization (2-3 months): Provide extended support for key services and performance enhancement

PMO Collaboration: Develop industry-leading transition processes and best practices

Performance Expectations

Project Leadership: Deliver complex transformational projects within scope, schedule, and budget

Stakeholder Management: Build effective relationships and drive alignment across all organizational levels

Strategic Planning: Develop comprehensive project plans aligned with organizational objectives

Change Management: Execute adoption strategies and drive successful organizational transformation

Risk Management: Proactively identify risks and implement effective mitigation strategies

Continuous Improvement: Drive enhancements in project management processes and methodologies

Required Qualifications

Experience & EducationEducation: Bachelor's degree in Business, Finance, IT, or related field

Certifications: PMP, PRINCE2, Six Sigma, or Change Management certifications preferred

Experience: 10-15 years managing complex transformational projects in multinational environments

Industry Background: IFM Operations experience highly desirable

Essential Skills

Leadership: Exceptional communication, active listening, and cross-functional team management

Project Management: Proven expertise in methodologies, governance frameworks, and delivery excellence

Strategic Thinking: Analytical problem-solving with bias toward transformation and execution

Adaptability: Resilience in fast-paced, ambiguous environments with multiple competing priorities

Global Perspective: Experience managing diverse teams across time zones and cultural contexts

Character: High perseverance, resourcefulness, ethical standards, and collaborative mindset

Key Success Factors

Inspirational leadership style balancing control with influence

Decisive risk-taking with sense of urgency

Strong cultural alignment with JLL values

Ability to drive sustainable change through root cause analysis

Forward-looking approach with holistic perspective

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.