Key Purpose:
- Provide operational support for project management and business processes throughout the project lifecycle
- Updating Prospects and Pipeline on Certinia, Managing Project Milestones on Certinia
- Ensuring Timesheets are complete
- Following Revenue Recognition Processes i.e. Email to Client, Attached to People Soft and Milestones Marked as completed,
- Ad hoc Report Creation from Certinia (Sales Report, Utilization etc.)
- Managing project registration and setup
- QAQC Project Request Form,
- QAQC Project Creation in Certinia,
- QAQC Milestone Creation in Ceritnia,
- QAQC Resource Allocation on Certinia
- Input Subcon Cost Milestones
- Fee Share Milestones
- Vendor management coordination and invoicing processes
- Supplier Due Diligence / KYC
- PO Generation on People Soft
- Communications with AP Team
- Communication with Vendors
- The position involves collaboration with project managers, finance, and internal stakeholders to support operational execution from project initiation through closeout.
- The role holder provides ongoing operational support including Salesforce/Certinia, payment and financial reporting tracking, financial reconciliation, and client portal troubleshooting.
- Responsibilities include balancing routine administrative duties with ad-hoc operational requests while maintaining accuracy in financial processes, with full ownership of critical business operations such as invoicing coordination and project administration support.
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. For operational workflows including PO Generation and invoice processing, the approval sequence would be:
- Candidate does necessary in system
- WD MEA Project Manager Approval in system
- Dima (HoD) approval in system
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 project managers, finance, and internal stakeholders and CMG Manager for Operations to achieve our vision and strategic goals.
Key External Relationship
- Liaises with project managers, finance, and internal stakeholders regarding documentation or file clarification.
- Contacts external parties as directed by the project managers and internal stakeholders.
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 clients.
- 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.
- 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 Administrative 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
- 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 Accounts Payable/Receivable, Salesforce and PeopleSoft is an advantage.
- Strong time management abilities with a proven track record of meeting deadlines and delivering results.
- Strong time management abilities with a proven track record of meeting deadlines and delivering results.
- 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.
- Adaptability and flexibility to respond to evolving requirements and industry changes in real estate.
- Technology-oriented mindset with ability to quickly learn and master new tools and systems.
- Independence in task execution and proactivity in problem-solving.
