Key Purpose:
To provide Fee Management support. Specific duties will include but are not limited to:
- Drafting and Sending of Letter of Engagement
- Capturing Opportunities and Updating in CRM (CapForce, SalesForce and PeopleSoft)
- Month/Weekly Reporting
- Invoicing
- Accruals
- Commissions
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.
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, and Accounts Receivable.
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.
- Strong communication skills on multiple platforms and mediums (email, text, in-person, video calls, etc.).
- Strong communication skills on multiple platforms and mediums (email, text, in-person, video calls, etc.).
- Strong communication skills on multiple platforms and mediums (email, text, in-person, video calls, etc.).
- 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.
- 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 and 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.
Key Performance Indicators:
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.
- Unflappable, flexible, and can overcome a learning curve quickly.
- Extremely strong communication skills on multiple platforms and mediums (email, text, in-person, video calls, etc.).
- Tech savvy and familiar with working in the Microsoft Office suite and Adobe Acrobat
- Accounts Payable / Receivable background is an advantage
- Minimum Intermediate level in using CRM (Capforce, SalesForce, PeopleSoft)
- Detail Oriented
- Finance and Administrative background is preferred
- Effective time management to meet deadlines and priorities
