Fee Management Support Analyst

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.

Key Dimensions

Financial Delegation

The position has no set financial delegation. The CMG JBS Director of Operations and/or Manager of Operations must approve all financial expenditures.

Key Internal Relationship

The CMG-JBS Fee Management Support Analyst:

• Reports to the Assigned Manager on daily issues/queries, identified risks or concerns or if requiring assistance.
• Interacts with the team to share knowledge and contribute to continual improvement of the team.
• Interacts and builds a high level of rapport with Brokers and CMG Manager for Operations to achieve our vision and strategic goals.

Key External Relationship

• Liaises with brokers regarding documentation or file clarification.
• Contacts external parties as directed by the broker.

Key Accountabilities

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 accuracy and compliance with any relevant industry and client requirements.
• At all times ensures a ‘client first’ attitude is displayed when undertaking the role, including the 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.
• Ongoing monitoring and management of all internal systems through the entire workflow lifecycle.

DEVELOPMENT AND INNOVATION

• Monitor own performance against set KPIs and adjust work processes as required in order to meet KPIs.
• Actively identifies opportunities to improve, procurement, timesheet management, project management, travel management, billing and invoicing efficiency, contributing to process optimization and team performance.

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 system.

Key Performance Indicators

Knowledge

• Demonstrated knowledge of office work processes and experience in following these.

• Knowledge of professional standards and expectations in an office environment.

• Practical knowledge of customer service standards and experience in a service-driven environment.

• Knowledge of and prior experience in meeting client SLAs and individual and team KPIs.

• Knowledge of and prior experience with Billing, Invoicing, Accruals, Accounts Payable, Accounts Receivable and CRM systems.

Skills

• Demonstrated time management skills, with proven ability to deliver results within deadline.

• Demonstrated customer service skills, with the ability to communicate effectively with a diverse range of internal and external clients.

• High computer literacy skills.

• Attention to detail and accuracy in document and data processing.
• Effective time management to meet deadlines and priorities.
• Flexibility and adaptability to respond to changing requirements and changes in the real estate industry.
• Reliability and responsibility in fulfilling tasks and obligations.
• Tech-savviness and ability to quickly learn new tools and systems.
• Independence in task execution and proactivity in problem-solving.
• Excellent communication skills for effective collaboration with internal teams and external partners.
• Continued interest in learning and willingness to develop to maintain and expand current knowledge and skills.

Abilities

• Ability to manage own time and workflow effectively to meet/exceed turnaround times and deadlines.

• Ability to deal with challenging KPIs and factors outside own control.

• Ability to work within a busy ‘open plan’ office environment and continue to focus on work despite interruptions.

• Ability to work with attention to detail and a high degree of accuracy.

• Ability to respond to urgent requests in a calm and professional manner.

• Ability to work with CMG Team Leader, project managers, finance, and internal stakeholders to improve the efficiency of individual and teamwork processes and approaches.

Experience

• Minimum 3 years experience in an Administration Role/Executive Assistant or similar experience within the property industry.
• Demonstrated experience in fee management, billing, invoicing, or accounts receivable functions is highly desirable.

Work Productivity

• Particular Queues are actioned within 2 hours of receipt.
• All files are updated daily on various systems. Notes to be accurate and contain full and relevant action taken and next steps required.
• Monitor client systems and provide meaningful communication on requests.
• All daily work received, has been processed with relevant updates.

Team Focus

• Feedback from your assigned Stakeholder, and the wider CMG team is positive.
• Feedback from the Stakeholders, other staff within our department and the greater JLL community is positive.
• Demonstrate forethought to provide assistance to others during quieter workflow periods.

Quality and Compliance

• All requests are actioned within the preferred timeframes.
• All requests are actioned in line with the Standard Operating Procedure.  
• Work is fully completed and meets internal requirements as well as external industry standards.
• All workplace incidents, hazards, risks, and opportunities for improvement are appropriately reported.

Growth of the company

• Identifies areas where service quality can be improved and actively participates in initiatives to deliver improvements.
• Conveys any identified opportunities for new business to Manager and participates in establishing and maintaining client relationships were required.

Qualifications and Skills

• Bachelor’s degree or equivalent experience is strongly preferred.
• At least 3 years' experience in an Administrative Role or similar experience within the property industry.
• Strong to excellent communication skills on multiple platforms and mediums (email, text, in-person, video calls, etc.).
• Experience in SAP Ariba portal, Oracle Portal, Capforce and PeopleSoft is an advantage.
• Strong time management abilities with a proven track record of meeting deadlines and delivering results.
• Excellent customer service skills and ability to communicate effectively with diverse internal and external stakeholders.
• Exceptional attention to detail and accuracy in document preparation and data processing.
• Adaptability and flexibility to respond to evolving requirements and industry changes in real estate.
• Demonstrated reliability and accountability in task completion and meeting obligations.
• Technology-oriented mindset with ability to quickly learn and master new tools and systems.

• Independence in task execution and proactivity in problem-solving.

Location:

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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