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
