Team Lead - Facilities Help Desk

JLL empowers you to shape a brighter way.  

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.

How we support the Whole You:  

Our benefits are a good reason to come to JLL.

We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.

What this job involves:

Standing at the forefront of team delivery.

As the person in charge, you will assemble and lead a team, and establish effective working procedures for the group. This role demands efficient team management skills, which you will exhibit by identifying the team’s objectives and allotting resources to achieve optimal results and meet the company’s goals. You will take the lead in managing and monitoring the different stages of the processes as well as facilitating discussions, analyses and meetings with stakeholders.

Duties and Responsibilities:

• Lead the team to ensure consistent delivery of service quality standards

• Serve as the primary operational contact and escalation point for all team member issues

• Support onboarding processes for new employees and contribute to ongoing enhancement of procedural documentation

• Collaborate with leadership peers and foster a unified team environment across departments

• Build and sustain effective working relationships with key internal and external partners

• Identify process improvement opportunities and drive implementation of operational excellence initiatives

• Focus on talent retention strategies and maintain turnover rates within acceptable parameters

• Generate performance analytics and deliver actionable insights on team metrics

• Monitor the daily performance of the team, providing timely feedback and acting on poor performance where necessary.

• Take ownership to resolve queries and complete the actions required to ensure that all clients receive the highest quality of service.

• Responsible for call quality performance across the team by completing individual call quality sessions both side by side and remotely to ensure that all quality measures are adhered to as per targets

Sounds like you? To apply, you need to have:

Skill and Experience Qualifications:

• Excellent verbal and written English communication skills.

• Advanced proficiency in computer functions within MS Office Suite

• Strong administrative skills in organization and time management

• Good reporting, analytics, and presentation skills

• Willingness to work on shifting/rotating schedules.

• Experience in supporting Global Region services is an advantage.

• Bachelor’s degree preferred.

• At least two years of operational leadership and team management experience

• Background in facilities management is preferred 

• Have completed Leadership Readiness Program (LRP) ** For internal applicant, except for lateral application with the same band level – P2.

• Should have at least 1-year tenure in current role/Service Line and must not have policy infraction on record for the last six months. Should demonstrate a Strong or Exceptional performance rating consistently throughout the entire period under consideration. **For internal applicant.

Location: 

–Taguig, Philippines

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!

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

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