Team Leader - HR Shared Services

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 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.   

Title

Team Leader – HR Shared Service

Business unit

HR Shared Services/Service Delivery

Reporting to

Assistant Manager – HR Shared Services

Key stakeholders

America Country HR’s

Direct reports

Yes

Duties & responsibilities

• Provide leadership and guidance to team members to manage Learning & Development deliverables and flow of day-to-day operations

• Timeliness, Accuracy & SLA to be achieved regularly

• Handle escalations from employees, HRs and other stakeholders
• Responsible for managing stakeholder expectations, including those of senior business leaders & HR
• Lead team in daily huddles, discuss and continuously improving on key operational metrics
• Quality Check on the Key/Critical Learning & Development transactions processed by team as defined in the Quality framework

• Demonstrate high proficiency in Cornerstone - Learning & Development processes and standard operating procedures with ability to resolve complex queries
• Complete participation in Operational Excellence Initiatives

• Monitor team performance and work on the low performing employees
• Accountable for setting team performance expectations, reinforcing goals, providing coaching and feedback on performance

• Proactively leads team to identify and implement continuous improvement initiatives to streamline information and processes, improve accuracy, and strengthen controls to achieve annual productivity goals

• Accountable for change management activities within the team for the seamless execution of new initiatives while keeping all stakeholders in HRSS and HR informed of changes prior to implementation
• Discover training needs and provide coaching. Encourage creativity within team and motivate team members
• Creating an inspiring team environment with an open communication culture
• Act as a backup for assistant manager by proactively taking the ownership as and when situation warrants

• Planning of resources and ensure proper and equitable work allocation

• Review process documentation by working closely with stakeholders
• Remain updated on all Client Communications and Changes in the organization and keep the team updated

• Discuss and devise a 30-60-90 Day action plan with direct reports and track the progress

• Work on the self-estimation analysis for activities/responsibilities aligned and deliver efficiencies

• Conflict management - Listen to team members’ feedback and resolve any issues or conflict

• Develop a strategy the team will use to reach its goal

• Work towards capacity building to ensure there are contingency plans in place for work
• Recognize high performance and reward accomplishments

• Effectively lead and develop a shared services team while creating a bench for succession planning

Performance objectives

• Excellent teamwork interaction and leadership skills

• Highly self-motivated, organised and methodical

• Excellent customer service skills through use of efficient processes and tools

• Result oriented with the ability to manage competing priorities and multiple stakeholders

• Good relationship management capabilities

• Proactive in achieving results and seeking improvements

• Attention to detail and an ability to work fast paced environment and towards tight deadlines
• Excellent analytical and decision-making skills
• Ability to resolve problems and develop/implement innovative solutions to meet business requirements

Key skills

• Demonstrated understanding of Learning & Development practices, processes & procedures

• Demonstrated success in identifying and resolving issues prior to escalation with strong issues management skills

• Excellent written and verbal communication skills

• Previous experience in Cornerstone. Knowledge of Workday HR would be an added advantage

• MS Office Suite skills (Word, Advanced Excel, PowerPoint, Outlook)

• Proven work experience as a team leader or supervisor

• In-depth knowledge of performance metrics

Employee specification

• Bachelor’s/Master’s degree in Human Resources or other related field

• 6-8 years of experience in HR Learning & Development or client services role preferred

Location:

Scheduled Weekly Hours:

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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