SME – Property Administration

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Duties & responsibilities

The Senior Point of Contact - Property Administration leads service delivery for the RESIpm Australia portfolio, delivered through the JLL Business Services shared service centre in Manila. The role owns quality assurance across the team’s output, system and user administration, reporting, and the client relationship, acting as the single escalation point for RESIpm. This role works with the Team Leader - PAM System support on team performance reporting and review.The role is deliberately separated from transactional execution: it reviews and assures work performed by the Property Administration seats and does not perform those transactions itself.

• Own and operate the quality assurance framework across the team’s output, in line with JBS internal QA standards

• Conduct lease agreement audits within Console and Property Tree

• Audit lease renewal and letting fees for accuracy and compliance

• Perform Form 6 audits across Console and SharePoint

• Audit MYBOS data for consistency and accuracy

• Complete quarterly audits of routine inspections

• Track error trends, agree corrective actions, and feed findings back into training and process documentation

• Set up and remove user accounts across REIQ, Console, MYBOS, Ignite and REA

• Maintain and update templates within Console Cloud and Property Tree

• Conduct regular audits of software and subscriptions, and maintain access records aligned to role

• Prepare and maintain KPI matrices for Building Managers and Property Managers

• Generate and maintain accurate vacancy lists, and produce bi-monthly newsletters for stakeholders

• Provide service performance reporting to the client and to JBS leadership

• Act as the single point of contact for the client for day-to-day queries and escalations

• Manage exceptions escalated by the Property Administration seats

• Own knowledge transfer from the incumbent provider and from the client during transition

• Create and maintain process documentation, standard operating procedures and the task allocation matrix

• Support cross-training across the Property Administration seats

• Identify and propose process transformation and automation opportunities

• Maintain segregation of duties by not performing the transactional activity subject to quality assurance review. A named alternate performs the review during periods of leave or absence

• Adhoc tasks assigned

Performance objectives

• Maintain quality assurance coverage across the agreed sample of the team’s output, with findings documented and corrective actions closed

• Ensure client and stakeholder satisfaction, and maintain a healthy long-term relationship with RESIpm

• Ensure system access records remain accurate and aligned to role

• Deliver KPI, vacancy and newsletter reporting to the agreed schedule

• Identify operational gaps and drive to ensure closure

• Enhance own professional and personal skills

Key skills

• Sound judgement and the confidence to challenge and escalate where standards are not met

• High attention to detail, particularly in audit and compliance review

• Good experience in stakeholder management and change management

• Strong analytical and problem solving skills, with the ability to identify root cause and drive corrective action

• Ability to document processes clearly and coach others to them

• High level of discretion and confidentiality

• Sound planning and organisational skills to prioritise work and meet tight deadlines

• Strong cultural alignment: unwavering ethical standards; drives excellence and innately collaborative

Employee specification

• Bachelor’s degree in Business Administration, Information Systems, Real Estate or other relevant disciplines

• Minimum 3 years’ experience in property administration, shared services or a related environment

• Demonstrated experience in audit, quality assurance or compliance functions

• Experience acting as a point of contact for external or client stakeholders

• Experience in system or user access administration highly desirable

• Working knowledge of Property Tree, Reapit and/or Console, with exposure to REIQ, MYBOS, Ignite and REA

• Understanding of residential tenancy legislation and compliance requirements

• Willing to align working hours to the Australian business day

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!

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