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.
Our organization
JLL is one of the four major valuation firms in Australia, providing a full range of property advisory services for residential and commercial purposes across Australia. Our vision is “to be recognized as the most innovative market leader in the valuation and property advisory industry.”
To achieve our vision, our strategic goals reflect our three areas of focus – growth, diversity and opportunity.
Our structure
The CMG JBS (Valuations Reports Support Team) structure has been developed with a view to achieving our strategic goals, while delivering excellent service to our clients and fully utilising the skills, experience and initiative of staff in an efficient and effective manner.
Our expectations
Our values are a pivotal component to being the chosen real estate expert and strategic advisor to the leading owners, occupiers and investors around the world.
Support our People
- Our employees are our most valuable resource.
- We want to attract, develop and retain the best people.
Serve our Clients
- We determine our success by the value we produce for our clients.
- We want to be our client’s trusted advisor and preferred business partner.
Aspire to Leadership
- We always strive to be the best in everything we do.
These values guide our conduct and behavior towards everyone with whom we come into contact. Specifically, our expectations for all employees are that we will all behave in accordance with the following expectations:
- Behave at all times in accordance with JLL’s policies and procedures and report any concerns to your line manager.
- Work in a safe manner, in compliance with all relevant Occupational Health and Safety requirements.
- Comply with JLL’s Quality and Risk Management Systems.
- Proactively pursue ongoing personal growth and professional development
- Behave in a manner that results in a workplace free of discrimination, harassment, and intimidation and bullying.
- Carry out all duties as set out in this position description, and other work as directed by your Manager, in line with your ability to do so in a safe and competent manner
Key Accountabilities
Team leadership and coordination
- Lead a team of Valuer Reports Support Officers with specific responsibilities including:
- Participate in interviews for CMG JBS Members to assist in the recruitment and selection processes;
- Coordinate employee induction and initial training, ensuring appropriate support and guidance is provided to inductees, and following up on the effectiveness of the induction and initial training processes;
- Supervise ongoing performance of CMG JBS Members.
- Carry out annual performance management processes for Taguig based CMG JBS Members.
- Identify training and development needs on an ongoing basis and initiate training solutions in discussion with the Manager for Operations.
- Monitor and manage performance issues and concerns and consult with the Manager for Operations regarding appropriate intervention strategies.
- Improve morale and enthusiasm through regular communication both on an individual and team basis.
- Identify high performance on an ongoing basis within the team and provide positive feedback and recognition.
- Provide or coordinate coaching, mentoring and on the job training to facilitate the development of CMG JBS Members.
- Coordinate the Team to meet workflow requirements including delegation of work and ensuring an equal distribution of work across the team.
- Provide back up and assistance to CMG JBS Members in all aspects of workflow as required to ensure work is completed and team KPIs are met.
Operational performance
- Supervise CMG JBS Team Members and drive a high-performance culture where KPIs are consistently achieved/exceeded.
- Ensure all CMG JBS within group understand and follow JLL’s processes.
- Role model leadership behaviors for the Team to provide an efficient, courteous and supportive service to internal and external stakeholders.
- Work with the Manager for Operations to identify process gaps, improvements and to help drive the Team forward.
- Report and understand key insights on Key Performance Metrics
Quality Assurance
- Support the Manager for Operations as required.
- Liaise with clients and Valuers regarding job status and other matters as required.
- Action all opportunities identified by the Manager for Operations and the relevant Residential or Commercial Manager.
- Escalate all complaints to relevant manager i.e. Manager for Operations, Operations Director, National Operations Managers.,etc.
- Generate reports as requested.
- Carry out training of new and existing CMG JBS Members within the team, to ensure they are able to take on the role in a competent manner.
Qualifications and Special Requirements
- Intermediate skills in MS Outlook, MS Windows and Internet.
- Intermediate to advanced skills in PriceFinder, SAI Global, Valuation Exchange and, Council Searches Totom.
- Knowledge in Operational Key Metrics
- Stakeholder Relationships
- Operation Management
- Relevant tertiary qualifications in Frontline Management or a management related discipline.
- Graduations of Real Estate an Advantage but not required
Key Attributes
EMPLOYING THE BEST PEOPLE
- Provide advice and assistance to other Valuer Service Coordinators as requested, and escalate any identified risks to the Manager, Valuer Service Centre or the Valuer Service Team Leader.
- Provide a higher level of administrative support and assistance to facilitate a smooth valuation process to all Valuers as required.
PROVIDING SUPERIOR CLIENT SERVICE
- Efficiently manages time to meet required timeframes and obligations relating to the provision of quality client service.
- Appropriately and correctly uses all internal systems, processes and policies.
- All work is completed to required standards ensuring accurate and compliance with any relevant industry and client requirements.
- At all times ensures a ‘client first’ attitude is displayed when undertaking the role, including provision of high-quality service to internal and external client
- Answer inbound calls and all other client requests as required, assisting clients and responding to client requests where appropriate and in a timely manner.
- Phone contact person to arrange and confirm booking of the valuation appointment as required
- Ongoing monitoring and management of all internal valuation systems through the entire workflow lifecycle.
- Accurately update job status in different system platforms.
DEVELOPMENT AND INNOVATION
- Attend all Valuer Service Centre team meetings, actively contributing ideas and suggestions for continuous improvements in processes and systems.
- Identify opportunities for continuous improvement in processes and systems and provide suggestions to management and other key staff.
- Monitor own performance against set KPIs and adjust work processes as required in order to meet KPIs.
OTHER
Other duties within safety and competency parameters, as directed by your assigned Manager, from time to time.
Conduct all activities in accordance with the Company’s Quality management systems.
Key Performance Indicators
Client Service
- KPIs (To be discussed)
- Jobs are actioned timely
- Client amendments requests are allocated timely.
- All valuation files are updated on various bank systems with current action and delay notifications. Notes to contain full and relevant action taken and next steps.
- Monitor client systems and provide meaningful communication on valuation requests.
- All daily work received, has been processed with relevant updates.
Team Leadership
- Team feedback is positive.
- Team feedback from Valuers, Commercial Valuations Managers, Head of Commercial and other staff is positive.
- Conduct Team Meetings to drive performance and engagement – 100% compliance.
- Conduct monthly coaching sessions to develop and performance manage staff for continual improvement – 100% compliance.
- PDPs completed for all eligible staff
- 100% probation reviews completed for team members within required timeframes.
Quality and Compliance
- All documentation is attached to Valuers files – 100% compliance.
- All Valuer jobs are being charged the correct fee per JLL’s client fee schedules.
- All valuation jobs are assigned to the Valuer with the correct qualifications and/or sk