Business Support, Business Operations

To provide administrative support. Specific duties will include but are not limited to:

• Booking Travel & Visa

• Co-ordinating diaries

• Expense Filing

• HR/IT Issues (as helpdesk support only)

• AP Vouchers/3rd Party Invoices

• Room Booking

• Updating Organisational Chart

• Format Reports and prepare Presentation Decks

• Document Management – Update Sharepoint Sites and Team Directories

• Maintain Project Trackers

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 Business 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.

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.

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.

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 and stakeholders to improve the efficiency of individual and teamwork processes and approaches.

Experience

• Minimum 2 years experience in an Administration Role or similar experience within the property industry.

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

• Tertiary qualifications in property-related discipline

• Intermediate skills in MS Office, MS Windows, and Internet

• Detail Oriented

• Strong Time Management

• Strong to Excellent Communication Skills