Job
Description
JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
About JLL
For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with annual revenue of $23.4 billion and operations in over 80 countries around the world, our more than 112,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.
What this job involves:
Work effectively across a variety of communication channels (Case, Emails, MS Team) with a strong focus on creating a positive customer experience.
Demonstrate high proficiency in HR processes and standard operating procedures.
Resolve Tier 1 and Tier 2 queries and transactions related to core HR business processes.
Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as outlined in SOPs and operational framework.
Following first time right approach in providing accurate resolution and reducing re-opening of cases
Communicate and direct employees to appropriate documentations or procedures needed to resolve the query/ issue.
Handle escalations from process partners, HRs and provide RCA to Team Lead
Take Ownership of deliverables and propose action plan to Team Lead
Own Quality Check process on the Key/Critical HR transactions processed by team as defined in the Quality framework.
Conduct root cause analysis for key issues, supported by CRM platform, advising management of trends or patterns.
Actively participate client calls with the process partners on a regular basis and ensures required documentation.
Accountable to Create/Update/Review Process Maps and SOPs of related HR processes and work closely with team and Content Owners to ensure all documents are up to date
Manage team workload and allocate resources to meet departmental objectives
Collaborate with cross-functional teams to deliver projects and initiatives on time
Implement team processes and workflows to improve efficiency and productivity
Foster an inclusive team culture that encourages innovation and collaboration
Maintaining data on Location Creation, Data Correction, transaction rescinds and System Security requests etc. in Workday.
Demonstrate high proficiency in HR processes and standard operating procedures with ability to resolve complex queries.
Working with and assisting global employee/HR users from APAC, EMEA & AMR.
Manage Global compensation audits and reports.
Communicate and distribute processes, policies, and other relevant documentation to employees, needed to resolve the query/issue.
Managing semi-functional issues in Workday and EIB Validations and Mass uploads.
Manage One-time payments bulk uploads and comp requests.
Managing & Coordinating queries on Case management tool Service now effectively.
Assist SME/Sr. SME with building and maintenance of a Knowledgebase for Case Management.
Active participation on any new transitions and documents creation.
Managing semi-functional issues in Workday and act as a bridge between Tier 1 & Tier 2 technical teams.
Update/Review SOP’s and Process Maps on a regular basis based on new inputs/changes/updates in any of the existing processes
Quality Check on the Key/Critical transactions processed by team as defined in the Quality framework.
Ability to identify and escalate complex queries to appropriate stakeholders
Adhere to agreed KPIs, KRAs, SLAs and customer service standards
Managing client calls with the Global process partners on a regular basis and ensures required documentation
Key Skills
Strong communication and interpersonal skills
Problem-solving aptitude and ability to make decisions
Commitment to continuous learning and professional development
Very Good understanding of HR Service practices, processes, and procedures
“Above-and-beyond” customer service mindset
Security focus with dealing with sensitive HR data.
Excellent written and verbal communication skills is a must.
Knowledge of Case Management tool (Service-now) an added advantage
Knowledge on MS Office Suite skills (Word, Excel, Outlook)
Previous experience with any (Workday/Success-factor) HR system/platform/technology is preferred.
Bachelor’s or master’s degree in human resources or related field
6+ years of experience in HR client services role preferred.
Sound like you. In this role, your key responsibilities will include:
Excellent Customer service skills using efficient processes
Highly Employee and Customer centric
Highly Organized and Self-disciplined
Ability to work in a fast-paced environment with constant & tight deadlines.
Ability to adapt and drive change to derive efficiencies/productivity.
Result oriented with the ability to manage competing priorities and multiple stakeholders.
Proactive in achieving results with great attention to details.
Excellent teamwork interaction and orientation
What we can do for you:
At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
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.
