Senior 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.

• Liaises with brokers regarding documentation or file clarification.
• Contacts external parties as directed by the broker.

• 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.

• Monitor own performance against set KPIs and adjust work processes as required in order to meet KPIs.

• 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.

• 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.

• 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.

• 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.

• Minimum 3 years experience in an Administration Role or similar experience within the property industry.

• 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.

• 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.

• 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.

• 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.

• Tertiary qualifications in property-related discipline.
• Intermediate skills in MS Office, MS Windows, and Internet.
• Detail Oriented.
• Strong Time Management and Communication Skills

Jones Lang LaSalle