• Manage the delivery of planned and reactive Hard FM services across all properties • Direct responsibility for operational performance (Direct labor and specialist Sub-Contractors) • Review all existing site-specific policies and operational procedures • Develop and implement operational best practices and working initiatives • Foster and develop a unique One Team relationship with management team and service partners • Manage and monitor operational performance, providing formal monthly performance monitoring reports • Act as Responsible Person Legionella (Water) • Practice effective risk management • Manage P&L performance of the contract in a cost-effective manner

• Supervision of DC project works • Collaborate with team to ensure safety standards

• Develop and execute energy and water management strategies, including ROI and ROM evaluations • Provide expertise in building energy efficiencies and decarbonization • Drive operational improvements to reduce energy consumption • Lead the implementation and continuous improvement of energy reduction and sustainability activities and initiatives across client real estate portfolios, including development of relevant tactical plans and activities • Meet client energy reduction and sustainability objectives and relevant key performance indicators and ensure processes for monitoring and measuring performance are transparent and reported • Provide strategic direction and guidance on ways to effectively and efficiently implement sustainability and energy reduction services that meet client expectations, including leveraging supply chain partners, internal collaborations, and the broader JLL Sustainability Platform • With a regional focus, participate in development of a global strategic energy efficiency and sustainability plan on an annual basis; Own and improve upon assigned aspects • Own and develop stakeholder engagement both internally and externally; establish strong working relationships • Effectively network cross-functionally to collaborate with other JLL service lines (technology, finance, projects, IFM, consultants, and procurement) to elevate the sustainability mission and objectives, and drive implementation where most organic within the business • With cross-functional view, effectively manage changes in partnership with stakeholders, which have the potential to impact sustainability objectives • Ensure success stories are tracked and communicated to ensure a high level of awareness and engagement is achieved with regard to the overall sustainability program success • Demonstrate innovative thinking, continuously evaluating emerging sustainability and energy efficient technologies to inform strategic planning and recommendations • Develop and enhance systems and processes for delivering best practice sustainability performance and use of utility/sustainability management systems for monitoring and/or reporting purposes • Provide SME input to all phases of planning and projects to ensure that energy and sustainability standards are incorporated as appropriate • Be accountable to the Sustainable Operations Global Program Leads’ direction and team coordination; Collaborate effectively with other Sustainable Operations team members to deliver holistic sustainability programs and united approach to energy, water, and waste reduction • Demonstrate robust communication, driving innovation, integration of feedback to remove roadblocks, and leverage opportunities • Leverage client tools and applicable in-house JLL tools and processes for problem-solving, and identify and secure alternative tools as needs arise

The Senior Manager Provider Call Workforce Planning is responsible for leading forecasting, short‑term planning, scheduling, and real‑time workforce management for Provider Call Operations. This role ensures staffing strategies are aligned to demand, service level objectives, and financial targets across a complex, multi‑site contact center environment. The Senior Manager partners closely with Operations, Finance, and Global Service Partners to develop forecasts and translate into executable staffing plans, proactively manage risk, and drive daily performance outcomes. Key Responsibilities - Leads team of long and short range forecasters, schedulers and real time administration. - Lead long and short‑term demand forecasting, including call volume, handle time, and interval‑level projections. - Translate long‑range forecasts into actionable short‑term staffing and capacity plans. - Analyze forecast accuracy, identify variance drivers, and implement continuous improvements to planning assumptions and models. - Oversee schedule development and optimization to meet service, productivity, and cost targets. - Ensure schedules account for shrinkage, skill mix, attrition, training, and operational constraints. - Partner with Operations and Enablement teams to incorporate onboarding, training, and change initiatives into staffing plans. - Lead real‑time management strategy and intraday execution to respond to demand variability and performance risk. - Establish intraday governance, playbooks, and escalation paths to support service level performance. - Monitor daily service, backlog, and productivity performance and proactively mitigate risks. - Lead, coach, and develop teams across short‑term planning, scheduling, and real‑time management functions. - Serve as the primary workforce planning point of contact for Provider Call Operations leadership. - Provide clear, actionable insights on staffing risks, trade‑offs, and opportunities. - Lead workforce planning transformation initiatives, including process standardization and tool enhancement. Required Qualifications - High School Diploma required, Bachelors degree strongly preferred. - 7+ years of workforce management experience in a contact center environment. - 5 + years of proven people leadership and cross‑functional collaboration skills. - Demonstrated experience leading forecasting, short‑term planning, scheduling, and real‑time management. - Strong analytical skills with the ability to translate data into operational decisions and challenge status quo and create opportunity for efficiencies. - Experience supporting multi‑site, multi‑partner operations. - Experience supporting healthcare, provider operations, or regulated environments preferred. - Advanced proficiency with workforce management and forecasting tools required. - Experience partnering with offshore or Global Service Partners. Candidates who reside within 50 miles of the following locations may be asked to work in person on a hybrid schedule (three days per week): Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, or Scottsdale, AZ. If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. For this position, we anticipate offering an annual salary of 104,400 - 174,000 USD / yearly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here. About The Cigna Group Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws. If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes. The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.