Team Lead PDS Business Support

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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 youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

JLL supports the Whole You personally and professionally.

Our people at JLL and JLL Technologies 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 youve got deep experience in commercial real estate skilled trades and technology or youre 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.

What this job involves:

The Business Support Team Lead (offshore) role is a vital component of the integrated support model for JLLs Project & Development Services.

The Business Support Team Lead (offshore) role within JLL Business Services (JBS) Manila is a critical leadership position responsible for managing a team of offshore Business Support professionals who provide comprehensive administrative support to JLLs Project & Development Services teams across UK & Ireland. This position serves as the primary bridge between offshore operations and onshore PDS teams ensuring seamless service delivery across multiple time zones while maintaining the highest standards of quality and efficiency.

As the Team Lead you will be responsible for coordinating with PDS UK & Ireland Operations and working closely with the PDS UK & Ireland Business Support Team to ensure successful offshoring of tasks to a high standard. You will manage day-to-day operations while fostering strong relationships with onshore Business Support and Operational teams to deliver consistent world-class administrative services that enable fee earners and technical professionals to focus on core client delivery activities.

This role requires strong leadership skills deep understanding of offshore service delivery models and the ability to track and report on pre-agreed metrics that demonstrate value delivery to the UK & Ireland business. You will be instrumental in developing your teams capabilities while ensuring operational excellence and continuous improvement in all business support functions.

What your day-to-day will look like:

Team Leadership and Management

• Lead and manage a team of Business Support professionals providing direction coaching and performance oversight

• Conduct regular team meetings and one-on-one sessions to ensure clear communication knowledge sharing and professional development

• Serve as primary escalation point for administrative challenges and provide resolution guidance

• Coordinate work allocation across team members to ensure optimal resource utilization and coverage

• Conduct performance reviews identify training needs and create development plans for team members

• Foster team cohesion and maintain high morale across distributed team environment

Strategic Coordination and Relationship Management

• Liaise closely with PDS UK & Ireland Operations team to align offshore activities with business objectives and operational requirements

• Work collaboratively with the PDS UK & Ireland Business Support team to ensure seamless integration of offshore and onshore functions

• Maintain regular communication with onshore Business Support teams through established protocols

• Coordinate task handovers between time zones to ensure continuous service delivery

• Participate in cross-functional meetings and contribute to strategic planning initiatives

• Serve as primary offshore contact for routine and ad-hoc administrative requirements

Quality Assurance and Metrics Management

• Track and report on pre-agreed metrics including but not limited to:

  • Task completion rates and turnaround times

  • Customer satisfaction ratings

• Implement and maintain Quality Assurance protocols aligned with PDS best practice standards

• Monitor team adherence to JLL policies procedures and branding guidelines

• Lead continuous improvement initiatives and process optimization projects

• Provide regular reporting to stakeholders on team performance and service delivery metrics

Operational Excellence and Process Management

• Oversee comprehensive administrative support delivery across all functions including:

  • Travel and expense management coordination

  • Meeting scheduling and support across multiple time zones

  • Document preparation and management using Microsoft Office 365 and PDF tools

  • Communication facilitation between offshore and onshore teams

  • System maintenance and data accuracy initiatives

• Ensure adherence to PDS CloudFirst protocols and document management standards

• Coordinate with other JLL departments as required (HR IT Finance)

• Support implementation of new technologies and AI tools to enhance productivity

Technology and Innovation Leadership

• Champion adoption of JLL AI tools including ChatGPT to enhance team productivity

• Serve as early adopter of new systems and technologies

• Provide training and support to team members on system enhancements

• Contribute feedback on workflow improvements and system optimization

• Maintain expertise in all JLL systems and ensure team proficiency

Desired or preferred experience and technical skills:

Essential Requirements

• Leadership Experience:Minimum 3-5 years of team leadership experience preferably managing offshore or distributed teams in a professional services environment

• Administrative Expertise:Advanced understanding of business support functions with proven track record of operational excellence

• System Proficiency:Expert knowledge of Microsoft Office 365 suite (SharePoint Teams Word Excel PowerPoint Outlook) CRM systems (preferably Salesforce and Certinia) and PDF editing tools (Nitro/Adobe)

• Communication Excellence:Outstanding written and verbal English communication skills with ability to facilitate effective cross-cultural and cross-time zone collaboration

• Metrics Management:Proven experience in tracking analysing and reporting on operational metrics and KPIs

• Process Optimization:Strong background in implementing quality assurance protocols and driving continuous improvement initiatives

Technical Skills

• Multi-System Integration:Experience coordinating workflows across multiple platforms and ensuring data accuracy

• AI Tool Adoption:Willingness to learn and implement JLL AI tools and emerging technologies

• Financial Process Knowledge:Understanding of expense management purchase order processing and financial reconciliation

• Project Coordination:Experience managing complex administrative projects and coordinating resources across teams

Preferred Qualifications

• Experience in real estate or professional services industry

• Knowledge of offshore service delivery models and best practices

• Familiarity with UK & Ireland business practices and cultural considerations

Personal Attributes

• Strategic Leadership:Ability to balance operational excellence with strategic thinking and long-term planning

• Cultural Sensitivity:Strong capability to work effectively across diverse international teams and navigate cultural differences

• Adaptability:Flexibility to handle changing priorities urgent requests and evolving business requirements while maintaining team performance

• Analytical Mindset:Data-driven approach to decision making with strong problem-solving capabilities

• Relationship Building:Exceptional interpersonal skills with ability to build trust and effective working relationships across geographic boundaries

• Results Orientation:Commitment to delivering measurable outcomes and continuous improvement in service quality

• Resilience:Ability to maintain composure and team morale during high-pressure periods and challenging situations

Working arrangements:This role operates within UK & Ireland standard business hours. Regular virtual meetings with onshore teams are expected with occasional extended hours during peak business periods.

Location:

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!

At JLL we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities we analyze your application for relevant skills experiences and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role yourepursuing.

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