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Key Purpose

To provide Fee Management support. The Deal Paper Work - Senior Analyst is responsible for overseeing and managing the fee collection process for properties under management. This role ensures timely and accurate billing, collection, and reporting of various fees associated with property management services.

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 Responsibilities

To provide Fee Management support. Specific duties will include but are not limited to:

Fee Calculation and Billing:

• Calculate management fees, leasing fees, and other service charges accurately based on contractual agreements.
• Prepare and send out invoices to property owners or tenants in a timely manner.
• Ensure all fee structures are up-to-date and in compliance with contractual terms.

Collection and Follow-up:

• Monitor incoming payments and reconcile them with invoices.
• Follow up on overdue payments and implement collection procedures when necessary.
• Maintain communication with clients regarding fee-related inquiries or disputes.

Financial Reporting:

• Generate regular reports on fee collection status, including aging reports.
• Prepare monthly, quarterly, and annual financial summaries related to fee management.
• Assist in budget preparation and forecasting for fee-based revenue.

Database Management:

• Maintain accurate records of all fee-related transactions in the property management software.
• Ensure all client information and fee agreements are up-to-date in the system.
• Perform regular audits to verify data accuracy and completeness.

Client Relations:

• Serve as a point of contact for clients regarding fee-related matters.
• Provide clear explanations of fee structures and calculations when required.
• Collaborate with other departments to resolve fee-related issues and improve client satisfaction.

Compliance and Best Practices:

• Stay informed about industry regulations and best practices in fee management.
• Ensure compliance with all relevant laws and regulations regarding fee collection.
• Propose and implement process improvements to enhance efficiency and accuracy.

Team Collaboration:

• Work closely with accounting, property management, and leasing teams.
• Participate in team meetings and contribute to overall financial strategies.
• Assist in training new team members on fee management processes.

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.
• High computer literacy skills.
• Detail Oriented/Diligence

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 in Finance, Accounting, Business Administration, or related field.
• 2-3 years of experience in property management, accounting, or related financial role.
• Proficiency in property management software and Microsoft Office suite, especially in MS Excel.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and organizational abilities.
• Effective communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Knowledge of real estate industry and property management practices is preferred.

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

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