Global Integration Lead

About the Role

Leads cross-regional teams across multiple concurrent workstreams, managing complex operational projects end-to-end — from pre-sales solutioning through stabilization — while serving as the primary escalation point for all client-facing transition issues. Additionally, leads JLL's most strategic internal transformation initiative: the full integration of WPM and COET into a single, unified operating model, and manages all people, talent development, and team operations for the COET function.

Responsibilities

Client Transition Execution

• Orchestrates seamless transitions for regional and global clients by leading cross-regional teams and coordinating complex operational projects across multiple workstreams simultaneously.
• Ensures successful Day 1 implementations through strategic project management, risk mitigation, and change management expertise.
• Navigates JLL's global organization to optimize client experiences — connecting all workstreams under a unified transition governance model.
• Serves as the escalation point along with WPM Divisional lead for client-facing transition issues, risks, and decisions.
• Oversees the full transition lifecycle from pursuit handoff through stabilization and BAU governance.
• Ensures scope alignment between what is sold and what is delivered, partnering with Solution Architects and Senior Implementation Leads to close gaps before mobilization.

Cross-Regional Team Leadership

• Oversees Implementation Team across AMER, EMEA, and APAC on active transitions.
• Conducts regular governance touchpoints with client-facing teams to monitor progress, surface risks, and drive accountability.
• Partners with regional leads (NAM, EMEA, APAC, LATAM) to ensure consistent application of global transition standards while accommodating regional nuances.
• Represents COET in executive steering committees, client governance forums, and cross-functional leadership reviews.

Active Account Portfolio Management

• Manages a portfolio of concurrent transitions across multiple geographies, service lines, and complexity tiers.
• Applies tiered engagement model.
• Partners with WPM Divisional Leads to ensure continuity of the account relationship across the transition lifecycle.
• Coordinates COET AMER Resourcing & Pipeline reviews, including resource allocation, onboarding, and capacity planning.

Risk & Issue Management

• Escalates issues to senior leadership with clear options and recommendations.
• Manages confidentiality protocols and NDA compliance for sensitive engagements.

Stakeholder & Client Relationship Management

• Builds and maintains trusted advisor relationships with client stakeholders throughout the transition lifecycle.
• Partners with WPM Divisional Leads and Success Leads to ensure client satisfaction, manage expectations, and protect renewal.

WPM/COET Integration Program Leadership

• Co-leads the WPM/COET Americas organizational integration program, targeting 100% adoption of the new integrated lifecycle model by year-end 2026.
• Partners with WPM co-lead and senior sponsors to design and execute the integration roadmap.
• Applies the ADKAR change management framework (Awareness → Desire → Knowledge → Ability → Reinforcement) across all phases of the transformation.
• Tracks adoption metrics, identifies resistance patterns, and develops targeted reinforcement strategies.
• Manages the integration program plan, including milestones, dependencies, and risk mitigation.

Stakeholder Engagement & Communications

• Partners with senior leadership to ensure messaging is consistent, timely, and aligned with organizational strategy.

Lifecycle Process Guide & Documentation

• Builds and maintains the COET/WPM Lifecycle Process Guide — the definitive reference for the integrated operating model (target delivery: August 2026).
• Develops training materials, onboarding guides, and reference documentation to support adoption of the new model.
• Ensures the Lifecycle Process Guide is kept current as the model evolves through year-end and beyond.

Organizational Design Support

• Supports senior leadership in organizational design decisions — role clarity, accountability frameworks, and RACI development.
• Develops detailed role descriptions, responsibility matrices by tier and lifecycle phase, and heat maps of WPM/COET involvement across the account lifecycle.
• Advises on succession planning, team structure, and capability development as the integrated model matures.

Ongoing Change Management Capability

• Serves as COET's permanent change management resource for future platform migrations, process changes, and organizational shifts.
• Builds a change management playbook for COET applicable to future transformations.
• Monitors the health of ongoing change initiatives and recommends course corrections as needed.

People Leadership & Direct Report Management

• Manages 11+ direct reports across AMER and EMEA, including Implementation Managers, JBS Team, and Contingent Workforce.
• Conducts regular 1:1s, performance reviews, and career development planning conversations with each direct report.
• Provides coaching, mentorship, and professional development support to help team members grow within JLL.
• Manages performance issues proactively — partnering with HR to address gaps, document concerns, and develop improvement plans where needed.
• Fosters a high-performing, inclusive, and psychologically safe team culture across geographies and time zones.

Talent Acquisition & Staffing

• Leads staffing decisions for the COET team — including promotions, role transitions, backfill planning, and new hire identification.
• Partners with HR and Talent Acquisition to develop job descriptions, level roles appropriately, and manage the full hiring lifecycle.
• Identifies and onboards new Implementation Manager and Success Lead resources as the COET portfolio grows.
• Manages the COET staffing pipeline — tracking capacity, forecasting resource needs, and ensuring the team is sized for the active account portfolio.

Contractor & Contingent Workforce Management

• Oversees end-to-end onboarding of contingent workers and contractors — including VNDLY profile setup, IT equipment tracking, system access, and compliance requirements.
• Partners with the Quality Manager and HR on the Contingent Worker Engagement SOP.
• Manages contractor lifecycle from onboarding through offboarding, ensuring a smooth and compliant experience.

HR Operations & Compliance

• Approves timesheets, work arrangements, flexible working requests, and absence management for direct reports.
• Ensures team compliance with JLL HR policies, including performance review cycles, compensation planning, and mandatory training.
• Partners with HR Business Partners on employee relations matters, organizational changes, and workforce planning.
• Manages the annual performance review and goal-setting process for the COET team.

Learning, Development & Engagement

• Identifies learning and development needs across the COET team and connects team members with appropriate resources.
• Designs and facilitates team engagement initiatives — recognition programs, team building, and cultural development.

Requirements

• 10+ years in complex, multi-service transitions, change management, and people leadership in a global professional services environment.
• Proven ability to lead cross-regional, matrixed teams under time pressure.
• Executive presence — comfortable presenting to C-suite clients and senior JLL leadership.
• Strong commercial acumen — understanding of P&L implications, cost recovery, and transition budgeting.
• Proven track record leading large-scale organizational transformations in complex, matrixed environments.
• High emotional intelligence — empathetic, approachable, and skilled at navigating interpersonal dynamics.
• Exceptional stakeholder management — able to influence without direct authority.
• Exceptional people leadership and coaching skills — able to develop talent at all levels.
• Ability to manage confidential, high-stakes engagements with discretion.

Skills & Qualifications

• Deep expertise in complex, multi-service client transitions across global geographies.
• Prosci ADKAR certification or equivalent change management credential — required.
• Strong project and program management skills — PMP or equivalent preferred.
• Experience designing and facilitating large-scale leadership workshops and working sessions.
• Proficiency in Monday.com, MS Project, or equivalent project management platforms.
• Familiarity with contract structures (MSA, LOI, SOW, Staff Augmentation agreements).
• Experience with Workday, VNDLY, or equivalent HR/contingent workforce platforms.
• Strong written communication — executive communications, change narratives, and process documentation.

Ideal Profile

• Level: Senior Director.
• Background: Prior experience managing Fortune 500 client transitions, leading organizational transformation programs, and managing distributed teams across AMER, EMEA, and APAC strongly preferred.
• Certifications: PMP required; Prosci ADKAR certification required; additional OD or facilitation credentials a plus.