Lead, Portfolio Specialist Leasing Germany

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About JLL Technologies

The Commercial Real Estate (CRE) industry is at an inflection point. The technological disruptions that have already transformed retail, travel, and transportation have been slower to emerge here, but they are coming at full speed. JLL, a globally recognized leader in CRE, recognized these forces early, and is making massive investments in technology to transform both itself and the industry as a whole.

JLL Technologies (JLLT) is the tech arm of JLL, with the dual mandate of growing the company’s technology revenue while also driving market share and margin gains in our existing business. Our mission is to leverage technology to increase the value and liquidity of the world’s buildings, while enhancing the productivity and the happiness of those that occupy them.

About the role

The Lead Portfolio Specialist Leasing Germany supports the Product Operations team in driving high quality product support across a specific business line’s strategic products and integrations in our JLL/T Core Product organization, which encompasses JLL’s entire $18B business. You will be responsible for providing product subject matter expertise, technology operations guidance along the business process, and escalation support from Business Leadership and Technology Advisory. The Lead Portfolio Specialist Leasing Germany works across strategic products supporting a specific revenue generating business line to elevate quality of care, accelerate escalation resolution, and provide end to end subject matter expertise. Additionally, works as a strategic bridge across product ops and/or other Core Product business lines to enhance the use of the product suite.

What this role involves:
As a Lead Portfolio Specialist Leasing Germany you will be responsible for:
The seamless operations of all digital product & tools in Germany: jll.de/immo, NxT, eBrochure, 3D modelling, drone services, and 360° virtual tours.

The continuous process optimization and efficiency improvement within all workflows around new or existing products and tools

Advising on the implementation and success evaluation and prioritization of demand requests from the business or the business service areas together with the Business Partner Product Germany and/or other stakeholders

The corresponding project management including time and resource management

Lead the Portfolio Specialist team for large strategic product rollouts and transformational projects in representative business line

Sets up Product Specialist infrastructure and processes for large strategic product rollouts and transformation projects

Maintains in-depth expertise of supported business line and suite of products, including core functionality, product roadmap, delivery POCs, release cycles, UAT testing protocols (product dependent), outage and communication protocols, engineering and change management touchpoints/hand-offs, and case queue workflows

Partners with the product team to inform and influence roadmap and deployments through rollouts/transformations

Continuously improves and informs knowledge management materials with business process framework

Sets the groundwork for customer satisfaction and net promoter score benchmarking statistics; understands input metrics, levers, and stakeholders to improve and influence these scores

Escalation support management as required, involving the “Best Team on the Field” resources to solve issues and establish resolution; ensure framework for hand-offs are clear and documented

Management of integration touchpoint controls, inclusive of working with engineering and product to form and execute against controls

Ensure central and comprehensive documentation of issues/resolutions to ensure a consistent experience for end users

Leverages company knowledge sharing platforms, protocols and apps to stay current on internal technology

Completes any and all other duties and tasks assigned or requested from stakeholders

Soft Skills
Commitment to Excellence in customer service; going the extra mile is standard

Excellent interpersonal, communication, problem-solving and organization skills.

Drive to simplify the complex and balance short-term tactical solutions with long-term strategy in mind

Audits and maintains business application best practices to ensure efficiency and accuracy in the capture of relevant business line data of the product supported

Strong organizational skills to uphold swift response times as required by the users of the supported product

Ability to work independently, unsupervised, and as a team player

Qualifications
Knowledge of Microsoft office (Word, Excel, Outlook, Access)

Basic knowledge in SQL/SOQL for querying large datasets; or willingness to learn

Willingness and ability to learn new or tangential technology products to supported product(s) (i.e. Tableau CRM)

Knowledge of Azure devOps, ServiceNow, and Salesforce is preferred

Subject Matter Expert and relevant Industry/Business expertise

Education
Undergraduate degree in a related field (i.e. Finance, Real Estate, Data, Customer Service, Product)

Master’s degrees and/or continuous education and experience in related business line preferred

Combined 5+ years of customer support and/or business experience; less years acceptable with an accompanying recommendation