Senior Analyst - Facilities Admin

JLL; Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

JLL is seeking a customer service and operations professional in Taguig, Philippines to support our global clients with comprehensive contact center services. The role involves handling inquiries, service requests, account management, and ensuring high levels of client satisfaction across facility management functions.

The ideal candidate shows strong English communication, solid administrative skills, and the ability to work on rotating schedules while collaborating with cross-functional teams

Qualifications

• Excellent verbal and written English communication skills.
• Advanced proficiency in MS Office Suite.
• Strong administrative, organization, and time-management skills.
• Willingness to work on shifting/rotating schedules.
• Experience supporting Global Region services is an advantage.
• Bachelor’s degree preferred.
• Internal applicant tenure in current role/Service Line is required for internal applicants.

Responsibilities

• Provide customer service and relationship management for global clients across facility management services.
• Configure and manage properties, including addresses, hours, and holiday schedules.
• Manage company records, SLAs, and billing settings for tenants, vendors, owners, and sub-tenants.
• Handle user administration, permissions, and notifications for the platform.
• Support incident tracking, escalations, and reporting to ensure service quality.

Skills

English fluency

Communication

Organization

Education

Bachelor’s degree preferred

Job description

Job Description:

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 peopleand 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.

How we support the Whole You:

Our benefits are a good reason to come to JLL.

We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial, and personal well‑being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.

What this job involves:

Our team provides comprehensive contact center services to more than 100+ JLL clients globally, specializing in facility management and support operations. We deliver 24/7 assistance across multiple functions including service requests, inquiries, account management, complaints, follow-ups, and other facility management needs for our English-speaking global clients.

Key responsibilities may include, but are not limited to:

Customer Service & Relationship Management

• Evaluate client requirements and develop customized service approaches to enhance satisfaction levels
• Establish and nurture professional client relationships through consistent, proactive outreach
• Own the complete customer experience from initial inquiry to final resolution, maintaining accountability throughout
• Demonstrate exceptional dedication to client satisfaction by personally addressing concerns and pursuing outstanding results through various channels (calls, emails, chats).

Operations & Process Management

Platform Configuration:

• Set up and configure properties, including addresses, business hours, and holiday schedules
• Define property details (square footage, number of floors, building type)
• Upload property logos and documentation
• Configure measurement units and land area information

Company Management:

• Create and manage tenant, vendor, owner, and sub-tenant company records
• Set up company-specific service level agreements (SLAs)
• Maintain insurance certificates and compliance tracking
• Configure billing settings, labor markups, and material markups
• Manage lease information and expiration tracking

User Administration:

• Create property management, tenant, and vendor user accounts
• Assign appropriate permission groups based on job functions
• Configure user access to specific properties and companies
• Set up contact roles for notifications
• Manage teams for group work assignments
• Configure user schedules and out-of-office settings

Service Level Agreements (SLAs):

• Configure global target response times for urgent, high, medium, and low priority work
• Set metrics for: assigned to acknowledge, new to arrived, new to complete, and on hold/off hold
• Create custom SLA profiles for specific properties or tenants
• Establish escalation paths for overdue work

Issue Type Configuration:

• Assign priority levels to different issue types by property
• Pre-assign default assignees or teams to specific issue types
• Configure labor rates, charge codes, and estimated labor hours
• Set budget limits and not-to-exceed amounts
• Control visibility settings (property visible vs. tenant visible)
• Mark issue types as billable or taxable

Notification & Contact Roles:

• Configure notification triggers and preferences
• Set up contact roles for non-assignees who need to be informed
• Customize notification settings at property and company levels
• Manage email and SMS notification preferences

Permission Management:

• Create and customize permission groups for different user roles
• Control feature access and functionality for each permission group
• Set up unlimited custom permission groups for specific user needs
• Manage what users can see and do within the platform

Dashboard Customization:

• Configure home dashboard cards for quick access to key information
• Set auto-refresh rates for real-time updates
• Customize card visibility and ordering based on user preferences
• View consolidated metrics across the portfolio

Data Management & Reporting:

• Export data from any grid screen (all columns or visible columns only)
• Create custom filters and saved layouts for efficient data viewing
• Track and report on custom fields across properties, companies, and users
• Manage bulk actions for mass updates across multiple records

Integration & Settings:

• Monitor third‑party system integrations (accounting, single sign‑on)
• Configure security settings like session timeouts
• Set up reservable spaces (freight elevators, conference rooms)
• Manage file uploads (250MB limit per file)

Invoice & Vendor Management:

• Review and approve vendor invoices uploaded through work orders
• Configure tiered approval processes based on dollar amounts
• Create accounting batches for invoice processing
• Upload invoice data to accounting packages

Stack Plan Management:

• Configure building floors (automatically includes roof and basement)
• Map issue types to specific suites
• Manage tenant suite assignments and expirations

Problem‑Solving & Analysis

• Apply expert judgment to recognize critical situations requiring escalation to management or specialized teams
• Support root cause analysis efforts for persistent or high‑impact client concerns
• Manage customer inquiries end‑to‑end, ensuring accurate information collection and consistent stakeholder updates

Team Development & Collaboration

• Work with cross‑functional teams to design and implement operational enhancements and process refinements
• Champion team training and development programs to improve overall service quality and performance
• Guide new team members through structured mentorship programs and knowledge transfer to foster a high‑performance environment
• Contribute to strategic planning and policy development initiatives that support organizational objectives

Sounds like you? To apply, you need to have:

Skill and Experience Qualifications:

• Excellent verbal and written English communication skills.
• Advanced proficiency in computer functions within MS Office Suite
• Strong administrative skills in organization and time management
• Good reporting, analytics, and presentation skills
• Willingness to work on shifting/rotating schedules.
• Experience in supporting Global Region services is an advantage.
• Bachelor’s degree preferred.
• Should have at least 1-year tenure in current role/Service Line and must not have policy infraction on record for the last six months **For internal applicant

Location:

-Taguig, Philippines

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

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.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Aff…

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 [e-mail]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page.

Location:

Remote -Taguig, Philippines

Requirements: