Senior Analyst - Operations Support

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.

Job Description

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 personalised 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.

What this job involves:

The Hub Operations Support role is a vital component of the integrated support model for JLL's Project & Development Services in ANZ. This position provides comprehensive operational and administrative support to Hub Operations Managers across the Northern and Southern Hubs, enabling them to focus on strategic governance, resource allocation decisions, and team leadership.

Working as part of the JLL Business Services (JBS) function, you will manage critical operational processes that underpin the Hub Operations Manager's ability to deliver effective governance and resource management across their entire delivery hub. Following the PDS ANZ hub restructure, this role has become essential infrastructure - owning the data compilation, reporting, tracking, and coordination systems that inform decision-making at hub level.

You will be responsible for maintaining operational health metrics, resource management data, governance tracking, project review coordination, meeting management, and system maintenance. Your work will directly contribute to operational efficiency, data accuracy, and the Hub Operations Manager's ability to maintain oversight across diverse project portfolios.

This position offers an opportunity to work with cutting-edge technology, including AI tools and Power BI reporting platforms, while supporting one of JLL's key service lines in delivering exceptional outcomes for clients across the ANZ region.

What your day-to-day will look like:

Provide comprehensive operational support to designated Hub Operations Managers in the ANZ region.

Serve as the primary offshore contact for operational data compilation, reporting, and coordination tasks, ensuring seamless handover between time zones.

Maintain regular communication with Hub Operations Managers, State/Market Leads, and the PDS Operations team through established protocols.

Adhere to JLL Quality Assurance protocols and PDS best practice standards to ensure accurate, consistent, and timely deliverables.

Operational Reporting & Performance Management

• Compile and maintain the monthly Ops Health Check across all projects within the hub.
• Update the performance matrix from PM-provided data and prepare monthly summary dashboards for Hub Ops Manager review.
• Track corrective actions and monitor closure progress.
• Compile weekly data quality exception (DQE) reports from JLL systems and distribute to PMs with Hub Ops Manager direction.
• Track DQE resolution and closure, maintaining accurate registers.
• Support monthly business health metric collation and tracking of KPIs.

Resource Management Data Maintenance

• Maintain the hub resource tracker including current allocation, utilisation rates, forecast availability, and upcoming project requirements.
• Update resource data from PM and Hub Ops Manager inputs on a regular cadence.
• Prepare weekly resourcing summaries for Hub Ops Manager review.
• Flag capacity constraints or resource gaps to the Hub Ops Manager proactively.
• Coordinate resource data requests across the hub team.

Governance Tracking & Reporting

• Compile monthly governance packs for Hub Ops Manager review including project review completion rates, limit of authority compliance tracking, contract execution status, and quality assurance checklist completion rates.
• Maintain governance compliance registers and tracking systems.
• Monitor adherence to PDS governance protocols and flag non-compliance to Hub Ops Manager.
• Prepare governance summary reports for senior leadership review.

Project Review Coordination

• Schedule and coordinate monthly and quarterly project reviews for the hub.
• Distribute review templates and supporting data packs to PMs in advance of scheduled reviews.
• Collate completed reviews and compile the hub-wide project review summary for Hub Ops Manager.
• Track project review completion rates and follow up on outstanding submissions.
• Maintain project review archives and documentation.

Meeting Coordination & Support

• Schedule all Hub Ops Manager meetings including team meetings, project reviews, cross-hub governance calls, and stakeholder meetings across multiple time zones.
• Prepare meeting agendas from Functional Manager inputs and distribute in advance.
• Book meeting rooms and coordinate technical requirements for both physical and virtual meetings.
• Take comprehensive minutes using JLL AI tools where appropriate and maintain action registers.
• Follow up on overdue actions and ensure accountability tracking.
• Distribute meeting summaries and action item updates promptly.

Staff Onboarding & Offboarding Coordination

• Coordinate the administrative elements of staff onboarding across the hub including system access requests, induction scheduling, equipment coordination, and checklist tracking.
• Support offboarding processes including system access removal, equipment return, and administrative closure.
• Maintain onboarding/offboarding trackers and ensure completion of all required steps.
• Note: People management decisions and induction content remain with the Hub Ops Manager and HR.

Operational Communications

• Draft routine hub communications, announcements, and operational updates from Hub Ops Manager-approved content.
• Manage distribution across the hub team through appropriate channels.
• Maintain communication distribution lists and ensure accurate recipient targeting.
• Coordinate urgent communications as directed by Hub Ops Manager.

Document Preparation & Management

• Prepare and format operational reports, governance packs, and presentations using Microsoft Office 365 and Power BI.
• Utilise Nitro/Adobe for PDF creation, editing, and document management.
• Maintain document version control and ensure compliance with PDS protocols.
• Support document production for internal reporting and governance submissions.

Quality Assurance & Continuous Improvement

• Embrace JLL AI tools including ChatGPT to enhance productivity and streamline processes.
• Maintain compliance with Quality Assurance protocols and best practice standards.
• Participate in continuous improvement initiatives and process optimisation.
• Provide feedback on system enhancements and workflow improvements.
• All tasks are to be undertaken within the timelines outlined by PDS Operations to ensure a coordinated approach to data accuracy across the national business.

What This Role Does NOT Do:

• Governance decisions - whether a project is meeting its obligations, whether an exception requires escalation, and what corrective action to take are owned by the Hub Ops Manager.
• Resource allocation decisions - which PM is assigned to which project and how capacity constraints are resolved are owned by the Hub Ops Manager.
• People management - performance management, career development, and team leadership remain with the Hub Ops Manager and relevant State/Market Leads.

Desired or preferred experience and technical skills:

Essential Requirements

Operational Support Experience: Minimum 2-4 years in operations support, PMO coordination, business administration, or project support in a professional services or construction context.

Microsoft Office Proficiency: Advanced knowledge of Excel for data tracking and dashboard compilation, SharePoint, Teams, Word, PowerPoint, and Outlook.

Reporting & Data Management: Demonstrated experience owning recurring reporting processes with non-negotiable deadlines. Exceptional accuracy in data compilation and validation.

Communication Skills: Excellent written and verbal English communication skills with ability to draft professional operational communications.

Attention to Detail: Exceptional accuracy and attention to detail with ability to manage multiple tasks simultaneously and maintain data integrity across complex reporting cycles.

Time Zone Awareness: Experience working across multiple time zones with an understanding of international business practices.

Technical Skills

Software Proficiency: Working knowledge of PDF editing tools (Nitro/Adobe), Power BI (or equivalent reporting tool), data management systems, and CRM platforms (preferably Salesforce).

AI Tool Adoption: Willingness to learn and utilise JLL AI tools and other emerging technologies to enhance productivity.

System Adaptability: Comfortable learning new systems and serving as an early adopter of new technologies. Familiarity with construction project management data and reporting preferred.

Preferred Qualifications

• Degree in Business Administration, Commerce, or related field.
• Experience with project management related tools.
• Background in business support, executive assistance, or operations coordination in a professional services environment.
• Familiarity with data compilation, reporting cadence, and performance tracking systems.
• Experience maintaining governance registers, compliance trackers, and audit documentation.
• Knowledge of resource tracking and capacity management reporting.
• Understanding of meeting coordination, action register management, and stakeholder communication in a corporate environment.
• Experience with onboarding/offboarding coordination and administrative process management.
• Familiarity with project management terminology and construction/real estate industry context is beneficial but not required.

Personal Attributes

Proactive Approach: Self-motivated with ability to anticipate needs, identify data discrepancies, and flag issues independently.

Reliability & Cadence: The Hub Ops Manager's ability to manage the hub depends on the JBS specialist delivering accurate data on time, every reporting cycle. Candidates must demonstrate consistent performance and unwavering commitment to reporting deadlines.

Adaptable: Ability to handle changing priorities, urgencies, and last-minute requests while maintaining composure, professionalism, and data accuracy.

Customer Focus: Strong commitment to internal client service excellence with understanding that the Hub Ops Manager is your primary stakeholder.

Analytical Thinking: Ability to work with complex datasets, identify trends, and present information in clear, actionable formats.

Team Collaboration: Strong interpersonal skills with ability to build effective working relationships across geographic boundaries and with diverse stakeholders including PMs, Hub Ops Managers, and State/Market Leads.

Cultural Sensitivity: Ability to work effectively with diverse, international teams across the ANZ region.

Working Arrangements:

This role operates within ANZ standard business hours with regular virtual meetings with ANZ-based Hub Operations Managers and teams. Extended hours during peak business periods (month-end reporting cycles, governance submission deadlines) are expected.

Location:

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!

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 you're pursuing.

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.