Director, Global HR Consultant Lead, JBS

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JLLs Global Shared Services (JBS) organization operates across five strategic delivery centres India Manila Dalian Warsaw and Costa Rica supporting JLLs business lines and corporate functions worldwide. JLL combines process excellence technology leverage and deep functional expertise to deliver consistent high-quality outcomes at scale. People are the engine of this model: recruiting developing and retaining the right talent across every centre is what makes JBS work.

The HR Consultant Lead is the people manager and leader of the HR Consultant execution pool. This role is responsible for the day-to-day functioning of the pool the development and performance of its people and the continuous improvement of how the team operates.

The Team Lead is a player-coach people manager: coaching and developing consultants managing performance and creating an environment where the team can do its best work besides delivering on their individual scope of work across the HR Consultant scope. Beyond people management they act as the operational hub of the pool triaging and assigning incoming work handling escalations and ensuring the team is always focused on the right priorities. They identify friction points and drive improvements that make the pool faster more consistent and more effective at scale.

People Management

• Directly manages all HR Consultants in the pool responsible for their performance development and engagement

• Sets clear expectations provides regular feedback and conducts performance reviews in line with the annual cycle

• Identifies development needs and builds individual growth plans that strengthen capability across the pool over time

• Coaches consultants through challenging assignments stakeholder situations and complex cases

• Creates a psychologically safe high-performance team culture where consultants are motivated accountable and continuously improving

• Manages headcount planning on-boarding of new consultants and any performance management processes

Triage Assignment & Workload Management

• Acts as the first point of intake for work requests coming into the pool from HRBPs and the business

• Triages incoming demand assesses complexity urgency and skill requirements to assign the right consultant to each workstream

• Maintains visibility of team capacity and workload across the pool at all times redistributing work as priorities shift

• Manages the team sprint cadence runs planning check-ins and retrospectives to keep work on track

• Flags capacity constraints or demand surges to HRBP leadership early with data to support resourcing decisions

HR Program Execution

• Partner with HRBPs and COEs on HR program creation and execution

• Key driver of program activation through the Consultant pool for all HR cyclical programs including year-end performance and rewards process talent review processes people engagement survey etc.

Escalation Handling

• Serves as the first escalation point for consultants encountering issues beyond their scope complex ER cases ambiguous policy situations or difficult stakeholder dynamics

• Resolves escalations where possible applying sound judgement and HR expertise to guide the team to the right outcome

• Determines when matters require escalation to the HRBP or specialist team and manages that handoff cleanly

• Maintains situational awareness across all active cases and workstreams so escalations do not come as surprises

Support Organization Strategy & Design

• Support implementation of organization design changes

• Guide managers on redundancy conversations and support execution

Rewards & Compensation Administration

• Administers the annual compensation cycle within established guidelines for defined in scope Manager populations in partnership with the HR Consultants

• Manages cyclical promotion cycles and advises on off-cycle compensation adjustments

Employee Engagement & Culture Programs

• Supports rollout of engagement survey cycles communications logistics results distribution and action planning

• Helps in scope managers interpret team-level results and build action plans using standard toolkits

• Coordinates recognition and cultural programs as relevant

Employee Relations & Risk Management

• Investigates and resolves escalated individual employee and manager issues including disciplinary and performance management cases

• Applies consistent policy-aligned approaches; escalates complex or sensitive cases to the HR Business Partner

• Maintains accurate case documentation and tracks resolution status for escalated cases

Coaching Managers

• Coaches managers on exceptional situations requiring HR support beyond policy interpretation

• Escalates strategic systemic or executive-level matters to the HR Business Partner

Operating Model Improvement

• Owns the quality and consistency of how the pool operates process templates playbooks tools and ways of working

• Identifies friction inconsistency or inefficiency in how work gets executed and leads improvements

• Builds and maintains a library of reusable resources guidance documents templates checklists that enable consultants to work faster and to a higher standard

• Tracks team performance data delivery metrics ER case volumes program completion rates and uses insights to improve how the pool works

• Shares execution intelligence with the broader HR community; feeds ground-level insights back to HRBPs to improve program design

Quality Assurance

• Reviews consultant output on higher-stakes workstreams before delivery to ensure accuracy quality and policy alignment
• Maintains consistent standards across the team especially important in a pool model where multiple consultants may work on the same program type
• Ensures case documentation data records and program administration are accurate and audit-ready at all times

Experience

• 12 years of progressive relative HR experience with at least 4 years in a managerial capacity

• Demonstrated people management experience has directly managed coached and developed HR professionals

• Strong operational HR background deep familiarity with the full annual rhythm of business programs (performance compensation talent review ER)

• Significant experience in a Global Shared services or BPO

• Track record of improving processes and ways of working not just executing them

• Experience of managing a global team and familiarity with labor landscape across major global locations including India Philippines China Poland and Costa Rica.

• Experience in leading critical programs aligned with the employee lifecycle.

• Expertise in leading large scale global projects.

• Expertise in driving transformational programs including change management.

• Experience leading HR through significant change restructuring rapid scaling technology transformation or location strategy shifts.

Skills & Attributes

• Exceptional people manager genuinely invested in the growth and performance of their team

• Operationally excellent brings structure clarity and discipline to how work gets planned assigned and tracked

• Sound HR judgment experienced enough to guide consultants through complex situations and handle escalations with confidence

• Clear communicator translates HRBP priorities into actionable direction for the team; surfaces execution intelligence back up

• Continuous improvement mindset not satisfied with good enough; always looking to make the model work better

• Calm under pressure manages competing priorities surge demand and team challenges without losing composure

• Collaborative works as a peer to Strategic HRBPs; the relationship is complementary not hierarchical

• Technology savvy professional who champions change and adoption of latest smart tools and technologies

• Masters degree in Human Resources Business Administration or related field

• SHRM-CP/SCP PHR/SPHR or equivalent professional certification preferred

• Familiarity with HRIS platforms (e.g. Workday) and project management or workflow tools

Location:

Scheduled Weekly Hours:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

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