SME - Fee Management Support

Key Purpose:

To provide strategic Fee Management support with a strong focus on revenue generation and proactive stakeholder engagement. The role requires a business-focused professional who understands revenue drivers, actively contributes to achieving monthly revenue targets, takes initiative in identifying opportunities for revenue optimization, must demonstrate exceptional ability to work under sustained revenue pressure, proactively identify both current and potential obstacles to revenue achievement, and develop comprehensive action plans to address challenges before they impact targets.

Specific duties will include but are not limited to:

• Invoicing

• Accruals​

• Commissions

• Monthly/Weekly Reporting with strategic revenue insights

• Proactive revenue monitoring and target achievement support

• Proactive identification of obstacles and development of preventive action plans

• Solution-focused problem resolution during revenue critical period

• Strategic analysis and recommendations to drive monthly revenue performance

• Ensuring full compliance with JLL finance policies, invoicing standards, and documentation requirements

• Verifying completeness and accuracy of all supporting documents before processing financial transactions

• Drafting and Sending of Letter of Engagement

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

• Reports to the assigned Team Leader on daily issues/queries, identified risks or concerns or if requiring assistance
• Proactively engages with stakeholders to drive revenue achievement and asking strategic questions to brokers to meet monthly revenue targets
• 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, Team Leader and CMG Manager for Operations to achieve our vision and strategic goals
• Takes ownership of monthly revenue performance, identifying areas requiring focus and proposing actionable strategies to stakeholders
• Proactively identifies potential and actual obstacles to revenue achievement and collaborates with Business Leaders to develop and execute mitigation strategies

KEY EXTERNAL RELATIONSHIP

• Liaises with brokers/clients regarding documentation or file clarification

• Contacts external parties as directed by the broker

• Proactively engages with brokers to understand pipeline status and identifies opportunities to accelerate revenue recognition

• Challenges brokers constructively to identify potential roadblocks and ensures documentation completeness to prevent revenue delays

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 exceptional 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

REVENUE FOCUS AND BUSINESS ACUMEN

• Demonstrates deep understanding of the real estate business and revenue drivers
• Proactively monitors revenue performance against monthly targets and identifies gaps or risks early
• Engages stakeholders with strategic insights, recommendations, and challenging questions to drive revenue achievement
• Takes initiative to propose focus areas and tactics to reach monthly revenue targets
• Maintains accuracy and attention to detail in all revenue-related processes, ensuring data integrity supports sound business decisions
• Acts as a strategic partner to brokers and management, not just a transactional processor
• Demonstrates exceptional ability to work under sustained revenue pressure while maintaining accuracy and strategic thinking. Proactively identifies current and potential obstacles to revenue achievement, including documentation gaps, process bottlenecks, stakeholder delays, and system issues, then develops comprehensive action plans with clear mitigation strategies and timelines
• Acts as a solutions-focused partner who anticipates problems before they materialize and drives timely resolution of issues impacting monthly targets
• Maintains composure and performance excellence when facing revenue challenges, developing detailed action plans with defined ownership and accountability to address revenue gaps immediately

DEVELOPMENT AND INNOVATION

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

• Continuously seeks opportunities to improve processes and drive efficiency in revenue recognition and reporting

• Demonstrates enthusiasm, motivation, and a proactive approach to problem-solving

• Takes initiative to identify process improvements that prevent recurring obstacles and enhance revenue achievement capabilities

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

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

• Strong understanding of real estate business models, revenue cycles, and market drivers

• Ability to interpret financial data and translate it into actionable business insights

• Deep understanding of common obstacles and bottlenecks in revenue processes, with demonstrated experience in developing preventive measures and mitigation strategies

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

• Exceptional attention to detail and diligence, ensuring 100% accuracy in revenue-related processes

• Strong analytical and strategic thinking skills

• Excellent interpersonal skills with the ability to ask challenging questions professionally and constructively

• Proactive communication style with confidence to engage senior stakeholders

• Strong problem-solving capabilities with demonstrated ability to generate creative, practical solutions during revenue-critical periods and high-pressure situations

• Advanced risk identification skills with ability to spot potential issues before they impact revenue performance

• Action planning and project management skills, with ability to develop detailed execution plans with clear timelines, ownership, and accountability measures

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 meticulous attention to detail and the highest 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

• Ability to take initiative, demonstrate drive, and maintain enthusiasm in a target-driven environment

• Ability to balance a kind, cooperative approach with the assertiveness needed to challenge and drive performance

• Ability to maintain composure, solution-focused thinking, and performance excellence under sustained revenue pressure, tight deadlines, and challenging circumstances

• Ability to anticipate obstacles and develop proactive mitigation strategies before issues escalate or impact revenue targets

• Ability to rapidly assess complex situations, identify root causes of problems, and implement effective solutions with minimal supervision

• Ability to work collaboratively with Business Leaders to execute action plans and drive revenue achievement even when facing significant challenges

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

• All revenue-related data is processed with 100% accuracy

• Potential revenue obstacles are identified and escalated within 24 hours of detection, with proposed action plans provided

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

• Actively contributes to team revenue goals through proactive engagement and strategic support

• Collaborates effectively with Business Leaders to develop and implement solutions to revenue challenges, demonstrating solution-oriented mindset during high-pressure 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

• Maintains exceptional accuracy standards, particularly in revenue recognition and financial reporting

Skills and Qualifications

• Minimum 3 years experience in accounting, finance, and real estate roles or similar experience within the property industry

• Tertiary qualifications in property-related discipline or Finance/Accounting

• Strong proficiency in Microsoft Office applications, particularly Excel for financial analysis and reporting

• Exceptional attention to detail and commitment to accuracy

• Strong time management

• Excellent communication skills with the ability to engage and challenge stakeholders constructively

• Intermediate to advanced skills in PeopleSoft is an advantage

• Accounting / Finance background is a must

• Strong business acumen with understanding of commercial real estate revenue drivers

• Demonstrated motivation, proactive mindset, and enthusiasm for revenue achievement

• Strategic thinking ability with capacity to analyze data and propose actionable recommendations

• Proven ability to work effectively under sustained revenue pressure while maintaining accuracy and solution-focused approach

• Demonstrated experience in identifying potential obstacles, developing preventive action plans, and executing mitigation strategies

• Track record of maintaining composure and delivering results during revenue-critical periods and challenging circumstances

• Strong problem-solving orientation with ability to generate creative solutions when facing complex revenue challenges

• Given business needs, candidates with immediate availability or short notice periods are highly preferred