Team Lead, Booking

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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Job Title 

Team Lead, Booking Team, Valuations Business Support 

Business Unit 

VRA_ Reports Support Services 

Reporting to 

Operations Manager 

Key Purpose 

Lead a team of Valuer Reports Support Officers with specific responsibilities including: 

• Participate in interviews for CMG JBS Members to assist in the recruitment and selection processes; 

• Coordinate employee induction and initial training, ensuring appropriate support and guidance is provided to inductees, and following up on the effectiveness of the induction and initial training processes; 

• Supervise ongoing performance of CMG JBS Members. 

• Carry out annual performance management processes for Taguig based CMG JBS Members. 

• Identify training and development needs on an ongoing basis and initiate training solutions in discussion with the Manager for Operations. 

• Monitor and manage performance issues and concerns and consult with the Manager for Operations regarding appropriate intervention strategies. 

• Improve morale and enthusiasm through regular communication both on an individual and team basis. 

• Identify high performance on an ongoing basis within the team and provide positive feedback and recognition. 

• Provide or coordinate coaching, mentoring and on the job training to facilitate the development of CMG JBS Members. 

• Coordinate the Team to meet workflow requirements including delegation of work and ensuring an equal distribution of work across the team. 

• Provide back up and assistance to CMG JBS Members in all aspects of workflow as required to ensure work is completed and team KPIs are met. 

Key Responsibilities 

Employing the best people 

• Supervise CMG JBS Team Members and drive a high-performance culture where KPIs are consistently achieved/exceeded. 

• Ensure all CMG JBS within the group understand and follow JLL’s processes. 

Providing superior client service 

• Role model leadership behaviors for the Team to provide an efficient, courteous and supportive service to internal and external stakeholders.  

• Work with the Manager for Operations to identify process gaps, improvements, and to help drive the Team forward. 

• Report and understanding key insights on Key Performance Metrics 

• Quality Assurance 

• Support the Manager for Operations as required. 

• Liaise with clients and Valuers regarding job status and other matters as required. 

• Action for all opportunities identified by the Manager for Operations and the relevant Residential or Commercial Manager. 

• Escalate all complaints to relevant managers, (i.e. Manager for Operations, Operations Director, National Operations Managers) 

• Generate reports as requested. 

• Carry out training of new and existing CMG JBS Members within the team, to ensure they can take on the role in a competent manner. 

•  Provide advice and assistance to other Valuer Service Coordinators as requested, and escalate any identified risks to the Manager, Valuer Service Centre or the Valuer Service Team Leader. 

• Provide a higher level of administrative support and assistance to facilitate a smooth valuation process to all Valuers as required. 

• Efficiently manages time to meet required timeframes and obligations relating to the provision of quality client service. 

• Appropriately and correctly use all internal systems, processes, and policies. 

• All work is completed to required standards ensuring accurate and compliance with any relevant industry and client requirements. 

• Answer inbound calls and all other client requests as required, assisting clients and responding to client requests where appropriate and in a timely manner. 

• Phone contact person to arrange and confirm booking of the valuation appointment as required 

• Ongoing monitoring and management of all internal valuation systems through the entire workflow lifecycle. 

• Accurately update job status in different system platforms. 

Development and innovation 

• Attend all Valuer Service Centre team meetings, actively contributing ideas and suggestions for continuous improvements in processes and systems. 

• Identify opportunities for continuous improvement in processes and systems and provide suggestions to management and other key staff. 

• Monitor own performance against set KPIs and adjust work processes as required 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 systems. 

Key Performance Indicators 

• Client Service 

• KPIs (To be discussed) 

• Jobs are actioned timely 

• Client amendments requests are allocated timely. 

• All valuation files are updated on various bank systems with current action and delay notifications. Notes to contain full and relevant action taken and next steps. 

• Monitor client systems and provide meaningful communication on valuation requests. 

• All daily work received has been processed with relevant updates. 

Team Leadership 

• Team feedback is positive. 

• Team feedback from Valuers, Commercial Valuations Managers, Head of Commercial, and other staff is positive. 

• Conduct Team Meetings to drive performance and engagement – 100% compliance. 

• Conduct monthly coaching sessions to develop and manage staff for continual improvement – 100% compliance. 

• PDPs completed for all eligible staff 

• 100% probation reviews completed for team members within required timeframes. 

• Quality and Compliance 

• All documentation is attached to Valuers files – 100% compliance. 

• All Valuer jobs are being charged with the correct fee per JLL’s client fee schedules. 

• All valuation jobs are assigned to the Valuer with the correct qualifications and/or skills 

• All workplace incidents, hazards, risks, and opportunities for improvement are appropriately reported. 

• Coordinate and work with Training and Quality Champions 

Growth of the company 

• Identifies areas where service quality can be improved and actively participates in initiatives to deliver improvements. 

• Conveying any identified opportunities for new business to Manager and participation in establishing and maintaining client relationships was required. 

Advantage: Skills & Competencies 

• Stakeholder Communication: Demonstrated success in client-facing roles, managing relationships with major corporate clients, developers, and property managers. 

• Operational Resilience: Strong methodology for managing high-pressure situations, with a focus on logical prioritization and proactive resource coordination. 

• Process Improvement: Ability to identify historical operational gaps, design preventative checklists, and implement structured quality-control workflows. 

• Professional Composure: Objective decision-making capability in conflict scenarios, utilizing formal documentation and clear audit trails to resolve disputes. 

To Apply you need to have 

• A bachelor's degree or equivalent experience is strongly preferred.  

• At least 2-3 years of experience in a team lead role or assistant team lead role 

• Proven ability to handle confidential information discreetly and diplomatically.  

• Unflappable, flexible, and can overcome a learning curve quickly.  

• Solid communication skills on multiple platforms and mediums (email, text, in-person, video calls, etc.).  

• Excellent presentation skills  

• Ability to lead across multiple time zones. 

• Analytical Data Review: Proven ability to analyze and verify technical data sets, ensuring structural and physical attributes are accurately documented. 

• Experience in related valuations / real estate discipline is advantage but not required. 

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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