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Duties & responsibilities

The Senior Point of Contact - Property Administration leads service delivery for the RESIpm Australia portfolio, delivered through the JLL Business Services shared service centre in Manila. The role owns quality assurance across the team's output, system and user administration, reporting, and the client relationship, acting as the single escalation point for RESIpm. This role works with the Team Leader - PAM System support on team performance reporting and review.The role is deliberately separated from transactional execution: it reviews and assures work performed by the Property Administration seats and does not perform those transactions itself.

Own and operate the quality assurance framework across the team's output, in line with JBS internal QA standards
Conduct lease agreement audits within Console and Property Tree
Audit lease renewal and letting fees for accuracy and compliance
Perform Form 6 audits across Console and SharePoint
Audit MYBOS data for consistency and accuracy
Complete quarterly audits of routine inspections
Track error trends, agree corrective actions, and feed findings back into training and process documentation
Set up and remove user accounts across REIQ, Console, MYBOS, Ignite and REA
Maintain and update templates within Console Cloud and Property Tree
Conduct regular audits of software and subscriptions, and maintain access records aligned to role
Prepare and maintain KPI matrices for Building Managers and Property Managers
Generate and maintain accurate vacancy lists, and produce bi-monthly newsletters for stakeholders
Provide service performance reporting to the client and to JBS leadership
Act as the single point of contact for the client for day-to-day queries and escalations
Manage exceptions escalated by the Property Administration seats
Own knowledge transfer from the incumbent provider and from the client during transition
Create and maintain process documentation, standard operating procedures and the task allocation matrix
Support cross-training across the Property Administration seats
Identify and propose process transformation and automation opportunities
Maintain segregation of duties by not performing the transactional activity subject to quality assurance review. A named alternate performs the review during periods of leave or absence
Adhoc tasks assigned

Performance objectives

Maintain quality assurance coverage across the agreed sample of the team's output, with findings documented and corrective actions closed
Ensure client and stakeholder satisfaction, and maintain a healthy long-term relationship with RESIpm
Ensure system access records remain accurate and aligned to role
Deliver KPI, vacancy and newsletter reporting to the agreed schedule
Identify operational gaps and drive to ensure closure
Enhance own professional and personal skills

Key skills

Sound judgement and the confidence to challenge and escalate where standards are not met
High attention to detail, particularly in audit and compliance review
Good experience in stakeholder management and change management
Strong analytical and problem solving skills, with the ability to identify root cause and drive corrective action
Ability to document processes clearly and coach others to them
High level of discretion and confidentiality
Sound planning and organisational skills to prioritise work and meet tight deadlines
Strong cultural alignment: unwavering ethical standards drives excellence and innately collaborative

Employee specification

Bachelor's degree in Business Administration, Information Systems, Real Estate or other relevant disciplines
Minimum 3 years experience in property administration, shared services or a related environment
Demonstrated experience in audit, quality assurance or compliance functions
Experience acting as a point of contact for external or client stakeholders
Experience in system or user access administration highly desirable
Working knowledge of Property Tree, Reapit and/or Console, with exposure to REIQ, MYBOS, Ignite and REA
Understanding of residential tenancy legislation and compliance requirements
Willing to align working hours to the Australian business day

Location:

On-site -Taguig, Philippines

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'repursuing.

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SME – Property Administration