DESCRIPTION

Do you work independently without close supervision? We can offer you an exciting role where you can use this passion to enhance your skills and play an important role in delivering consistent and qualitative outcomes for JLL Clients. You will be managing a team of individuals who will operationally support the onboarding of new clients for our firm (COET).

You will be acting as a Group Manager leading our Operational teams for Costa Rica and Warsaw (Poland) being accountable for the service delivery of your team members. At a high level you will be accountable in ensuring stable COET Operations, wherein you will be accountable for overall employee life-cycle management: Recruitment, Development, Salary review, Promotion, and providing day-to-day support.

A very high degree of independence is required on a day-to-day basis but will be responsible to the COET Operations to provide agreed level of services, defined by targeted KPIs in line with policies and procedures.

When applicable, manage administrative and recruitment matters in consultation. Act as the contact for interaction and escalations with the parties related to the service delivery and work closely with different stakeholders. You will also have responsibility to ensure continuous performance improvement and sharing best practices within the team and across all regional functions.

DUTIES AND RESPONSABILITIES

• The candidate needs to have a background in client/stakeholder management and be familiar with industry best practices
• Provide support to Stakeholders, Directors in the delivery of real estate led developments; carry day to day delivery responsibility and demonstrate the ability to lead team for successful delivery of projects.
• Assist in the coaching and development of subordinate team members in the delivery of service excellence.
• Manage multiple project coordinators and deliver SLA and efficient project support
• Aligning and planning the work in accordance with the approved project programme and reporting on progress as required.
• Establishing effective methods to learn from experience and to mitigate future risks.
• Utilize and embed JLL best practice tools and processes including the use of technology to support delivery.
• Be able to interpret a brief from a client or stakeholder and convert into a delivery plan.
• Demonstrate the ability to take ownership of medium / large sized projects for Client Onboarding assignments.
• Understand and comply with business risk and project delivery parameters including compliance in respect scopes of service agreed by others.
• Capture and share knowledge and be involved with the development of service improvement and innovation as part of the JLL way.
• Take a leadership role as part of personal development planning.
• Represent the company in a professional and diligent manner at all times
• Carry out project health checks, audits and other control / compliance functions in accordance with standard process
  Supporting reporting and communication activities

Soft Skills

• Clear and effective verbal and written communication skills.
• Demonstrate proactivity in delivering the role.
• Strong time management and ability to multitask - prioritizing tasks, manage deadlines for reporting, and handle multiple assignments concurrently.
• Adaptability and Flexibility to changes in work priorities.
• Strong problem-solving skills to identify and resolve challenges / roadblocks
• Ability to work well as part of a virtual team, collaborating with individuals from varied backgrounds and locations, to facilitate effective cross-cultural communication across regions
• In-depth knowledge of performance metrics

Key Responsibilities

Transition Team Roster: Identify transition team - Initiate contact list/transition roster in WF. 

Financial Project Code Management: Obtain transition financial project codes from the finance department, share it with Client Onboarding Team.  

Document Requests:  

Request Master Service Agreement (MSA) abstracts. 

Request certificates of insurance for client projects. 

Mailbox Requests: Coordinate the setup of mailboxes for HR, Integrated Facilities Management (IFM), and Sourcing teams. 

Client Portal Setup: Facilitate the request of client portal access, ensuring all necessary details and permissions are correctly set up. 

Workfront updates: Follow-up with Workstreams on WF updates. 

Local Country Agreements (LCA):  Follow-up on LCA status with Legal. 

Employee Readiness:  Partner with HR and IT on coordinating employee readiness tasks. 

Transition Readiness:  Follow-up with Workstream Leads on transition readiness and ensure Workfront is updated.   

Customer Satisfaction (CSAT) Survey Process: Lead the Customer Satisfaction survey process from initial request to post-request activities, including data collection, analysis, and reporting. 

Handover Process:  Track status of handover process and closeout in Workfront. 

Time Tracking: Follow up with relevant stakeholders to ensure timely and accurate time tracking for project management and billing purposes. 

Roster Management: Update the Workfront roster on a quarterly basis to reflect current team members and their roles. 

License Management: Check the status of Workfront licenses regularly and coordinate with the IT department to manage license renewals or new requests. 

Shared Calendar Monitoring: Monitor the team’s shared calendar to ensure meetings, deadlines, and important dates are tracked and communicated effectively. 

Lead a team of 4 - 5 team members in Costa Rica and 5-7 team members in Warsaw (Poland)

Qualifications: 

• Bachelor’s degree in Business Administration, Project Management, or a related field. 
• 10 + years of progressive experience in a similar support or administrative role, preferably in a corporate or commercial real estate environment. 
• 5 + years of experience as a Manager or similar 
• Proficiency in project management tools such as Workfront, Microsoft Office Suite, and other relevant software. 
• Strong organizational and time management skills with the ability to manage multiple tasks and priorities effectively. 
• Excellent communication and interpersonal skills, capable of working with cross-functional teams. 
• Attention to detail and a proactive approach to problem-solving. 
• Ability to work independently as well as collaboratively in a fast-paced environment 
• Excellent English skills
• Ability to manage team in different regions/countries a plus