About this role
JLL empowers you to shape a brighter way .
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.
We are looking for an Intelligent Automation Director — Technical for our JBS Business, as part of our Global Business Excellence and Transformation team. This is a senior leadership role accountable for the full lifecycle of the Automation practice — from RPA and Gen AI-enabled solution delivery through to steady-state Digital Worker Management (run support). The Director owns the handoff between these two connected disciplines, acting as the problem solver who connects the dots between the developer teams building new automations and the Digital Worker Management team keeping deployed automations healthy in production.
About JLL
We're JLL. We're a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.
If you're looking to step up your career, JLL is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions — join us at JLL!
Role Purpose
The Intelligent Automation Director — Technical leads both RPA/Gen AI delivery and Digital Worker Management for the function and organization. RPA & Gen AI developers and Digital Worker Managers (Run Support) report into this role. This role will utilize technical, project, people, and change management principles and tools to focus on driving delivery, run support, and the connective work between the two.
What This Job Involves
- Own both RPA/Gen AI delivery and Digital Worker Management - with Developers and Digital Worker Managers reporting into this role
- Be the connective layer between build and run - the problem solver who connects the dots between developer teams delivering new automations and the Digital Worker Management team operating them, ensuring clean handoff, documentation, and knowledge transfer at go-live
- Be the Intelligent Automation team’s SME for the Automation Anywhere platform (A360) - architecture, Control Room administration, governance, and best practices - providing technical direction to both delivery and run-support teams
- Be accountable for overseeing the development of RPA and Gen AI-enabled automation solutions (including building internal capability and/or partnering with a vendor to bring on board best-in-class build capability)
- Own the over-arching framework to deliver automation from inception (design/build) through to maintenance and ongoing monitoring of digital worker performance
- Work closely with technology to embed a holistic Automation SDLC that integrates and operates effectively with technology infrastructure requirements, across both delivery and run support
- Build and maintain effective communications with key stakeholders, cross functional leaders, business analysts and both delivery and Digital Worker Management project teams
- Lead and manage multiple concurrent project workstreams (delivery) and run-support operations (Digital Worker Management) - owning plans, documentation, and schedules across both
- Be accountable for delivering agreed internal stakeholder benefits, across both new solution delivery and production stability
- Coach, guide, and develop team members, developers, and Digital Worker Managers
- Drive a culture of process re-engineering into automation solution design
- Model and champion Gen AI-enabled automation to reduce manual processes and improve employee productivity
- Implement best practices to reduce complexity, improve scalability, reusability, security and increase efficiency through standardisation - across both build and run
- Own governance of the full automation estate - bot inventory, health, and incident/change management - including run metrics and KPIs (incidents, change requests, deployments, bot performance) reported up through the Digital Worker Management team
- Establish the QA/testing processes and broader capability for automations
- Ensure robust governance and regular report out to achieve all defined outcomes within defined timeframe, monitor and report on actual savings achieved from the key projects and validate benefit with visible financial or capacity impact, manage close timelines and communicate on a timely basis if deadlines slip, interact with the Business teams and internal stakeholders to resolve issues, manage multiple stakeholders and be responsible for supporting the metrics reporting for the relevant process
The Candidate
The successful candidate will combine the ability to lead multiple teams/workstreams - spanning both delivery and run support - with project and people management skills and prior experience delivering the benefits of transformational change. They are a natural problem solver who thrives on connecting the dots between teams and resolving the issues that fall between build and run.
The candidate needs a demonstrable and highly commercial mind-set, strong financial acumen in addition to excellent listening and communication skills. A logical, structured approach to problem solving and common sense are key.
Experience
- Extensive professional experience, ideally with a top-tier strategy consulting firm and/or with a firm with a well-established transformation agenda
- Previous roles include Technical Delivery and/or Run Support leadership responsibility in a global company with similar size to JLL
- At least 10+ years of experience which includes RPA, Gen AI, and programming, including several years in a people-leadership capacity spanning both delivery and run support
- Automation Anywhere SME (required): extensive, SME-level experience with Automation Anywhere A360 - Control Room administration, bot development, and governance - with certifications; familiarity with Power Automate is a plus
- Experience with Gen AI tools/tech implementations, including LLM-based prompting and enterprise Gen AI platforms (OpenAI, Anthropic Claude, Microsoft Copilot, Azure OpenAI)
- Proven experience leading or overseeing a run-support/production-support function (L1/L2 support, incident management, change management) at scale, not just solution delivery
- Direct experience of major international business transformation projects
- Excellent analytical and program management skills are essential
- Diverse industry and functional backgrounds gained through consulting or elsewhere
- Understanding of or exposure to global real estate markets preferred but not essential
- Ability to effectively design, gain alignment and successfully execute significant transformation change initiatives from project start to finish
- Ability to train / transfer learning and skills, and to develop the leads reporting into this role
- Strong interpersonal and communication skills
- Needs to demonstrate significant credibility in having previously delivered Automation design/implementation programmes and run/production-support functions at scale
Technical Skills
- Must have deep experience across the full lifecycle: Solution Design, Development, Testing, Run Support, Maintenance, Incident Management and Change Management
- Control Room administration (SME level): architecture, environment strategy, credential/security management, and license/bot allocation for Automation Anywhere A360
- Experience with Process Analysis, Design, and Implementation, Business and Technical requirements, Problem-Solving, and Testing, including UAT and Bug fixes
- Deep experience in Change Request and Incident management processes, including setting up and running these processes for a Digital Worker Management function
- Knowledge of SDLC and Agile development
- Good working experience with all types of applications and APIs used in RPA (Web, Windows, Email, PDF, API, Excel, Word, SharePoint, SAP, Terminal Applications, etc.)
- Good working experience with document automation and OCR tools (e.g., IQ Bot), including Gen AI-powered document processing
- Experience of Database, Python/VB scripting, and Excel VBA
- Knowledge of Agile Tools like Azure DevOps or JIRA
- To own, contribute and deliver project tasks / activities as required to deliver project outcomes on the ground, across both delivery and run support
- Building and owning a central capability to deploy and run Automation at scale and quality — spanning delivery and production support
Gen AI & Prompt Engineering
- Working understanding of prompt engineering fundamentals and their use in business automation: data extraction, classification, content generation, and decision/validation logic
- Understanding of hallucination risk and output-validation strategies for production Gen AI use
- Experience integrating, or overseeing the integration of, LLM APIs (OpenAI, Anthropic Claude, Microsoft Copilot, Azure OpenAI) into automation workflows
- Ability to guide teams on when Gen AI augmentation adds real value versus classic RPA alone
Digital Worker Management (Run Support) Leadership
- Own the Digital Worker Management function end to end - L1/L2 run support, maintenance, incident management, and change management for all deployed Automation Anywhere A360 digital workers
- Own capturing, publishing, and reporting run metrics/KPIs (incidents, change requests, deployments, bot performance) to leadership and stakeholders
- Own Workload Management and scalability planning for the digital worker fleet
- Set and enforce standards for RPA governance, code reviews, and best practices across the Digital Worker Management team
- Own the technical infrastructure partnership with IT to maintain RPA/Control Room infrastructure
- Own root-cause analysis practices for recurring errors/incidents, and drive systemic fixes rather than one-off patches
- Ensure solutions delivered by development teams are handed off to Digital Worker Management with the operational readiness (documentation, monitoring, alerting) needed for stable run support
Change / Leadership Skills
- Influencing and Team work: ability to influence others and move toward a common vision or goal. Able to work effectively at all levels in an organization. Must be a team player and able to work collaboratively with and through others
- Lead with Technical Skills: SME in the Automation Anywhere platform, able to lead from the front technically for both delivery and run-support teams, and resolve issues across both domains
- Cross-Team Orchestration & Problem Solving: acts as the connective tissue between developer/delivery teams and the Digital Worker Management team - proactively identifies where work is falling through the cracks between build and run, and personally drives resolution
- Project & People Management Skills: manages projects and people - including direct or indirect management of developers, leads and Digital Worker Managers - ensuring clarity of expectation, timely execution, corrective action when needed, and successful outcomes across both delivery and run-support teams
- Analytical Skills: has a structured approach to problem solving with a natural inclination for planning strategy and tactics. Drives to fix the ultimate root causes to drive sustainable change
- Character: high perseverance and resourcefulness required to keep driving and finding ways to get the required steps done. Flexible and adaptable; able to work in ambiguous situations. Resilient and tenacious with a propensity to persevere. Forward looking with a holistic approach
- Work with stakeholders to ensure understanding and support for proposed solutions
- Collaborate with other Divisions, senior leaders and support functions (often across different geographies) to maximise benefit realisation
- Collaborate with Governance, IT, Operations, Business, Application, Risk, Compliance teams for Change Management
Behavioral Competencies
- Think Big: thinks strategically, simplifies the complex, solves complex problems, sees the big picture
- Drive Change: thrives on change, learning agility, intellectually curious, appetite for risks, digital drive
- Helps Others: builds relationships, actively collaborates, helps others succeed
- Get It Done: acts decisively, drives results, passion to win, takes ownership, accountable, resilient
- Business First: focuses on customers and clients, business/financial acumen, JLL first
Inspire: inspires others, creates vision and strategy, energizes others
Location:
On-site –Bengaluru, KA, Gurugram, HR, Hyderabad, TS
Scheduled Weekly Hours:
40
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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