OBJECTIVE OF ROLE
The Operational Effectiveness Analyst role supports CFS Product Owners and the Operational Effectiveness Lead to deliver our ambition of ‘Brilliant Basics’. Working with stakeholders across Managed Services and JLL you will ensure that solutions developed are designed with people in mind.
Using your experience of Operational Processes, you will be passionate about simplifying and standardising CFS Operational processes, using data to inform your ideas and using the latest tools and technologies to create effective solutions, delivering a strong control environment to delight our clients.
The role holder will work closely with the Product Owners on the MIMO (Money In, Money Out) programme within CFS and is a great opportunity for someone with experience in Operational Processes, now looking to take enhance their skills as part of their career development plan.
The MIMO programme has been established to deliver effective and sustainable processes for CFS Operations across banking, tenant collection, service charge and accounts payable services for c150 clients and is a great opportunity to develop new skills and work with a wide range of people across JLL as well as external parties.
In this role you will have the opportunity to work on different improvement activities bringing different perspectives to improve our operating environment but also helping you increase your technical capabilities. As in this role training will be provided on the tools and techniques required to succeed in the role, including agile and design thinking methodologies, use of data analysis tools and techniques including Office365 and automation tools.
ACCOUNTABILITIES
Support the Product Owner and Operational Effectiveness Leads to provide ‘Brilliant Fundamentals’ by providing sound technical insight and act as a voice of the user.
Act as an advocate for our customers and client with an in depth understanding of operational business processes.
Ensure current processes are fit for purpose, utilising a range of tools, including benchmarking, walk through and customer journey mapping.
Where controls and processes are not fit for purpose, engage with stakeholders across Managed Services, including Quality Assurance, Risk and Compliance and Process Improvement colleagues, to undertake root cause analysis and where appropriate process deep dives and re-engineering sessions.
Establish and embed analysis and insight to ensure all end to end processes are aligned to aid stakeholder decisions and control needs, adding value to aims and outcomes.
Create awareness of risks and opportunities through data lead approach.
Support the CFS Operations department by providing sound commercial insight to complement technical insight.
Collaborate with key stakeholders, including others on the MIMO and SMART Surveying programme to provide true value through deep dives into tactical efficiency, based on analytical findings.
Analyse customer behaviours and engage with operational colleagues to ensure business processes and related controls remain fit for purpose in an ever-changing commercial real estate industry.
Be part of a network of who collaborate and share good practice between CFS teams, aligning activities and outcomes with the overall improvement and Quality Assurance plans.
EXPERIENCE AND ATTRIBUTES
Good experience of specific operational processes with property management systems an advantage, with ability to apply this experience across a wide range of scenarios.
Good relationship management and influencing skills.
Experience in delivering improvements in business processes across one or more systems.
Diplomatic in resolution of issues with third parties.
Committed to improving service levels and creating a culture of excellence.
Passionate about self-development and development of others.
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