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 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.
About JLL Global Business Services(JBS)
JLL's Global Shared Services (JBS) organization operates across five strategic delivery centres — India, Manila, Dalian, Warsaw and Costa Rica — supporting JLL's business lines and corporate functions worldwide. JLL combines process excellence, technology leverage and deep functional expertise to deliver consistent, high-quality outcomes at scale. People are the engine of this model: recruiting, developing and retaining the right talent across every centre is what makes JBS work.
Role Overview
The HR Consultant Lead is the people manager and leader of the HR Consultant execution pool. This role is responsible for the day-to-day functioning of the pool, the development and performance of its people, and the continuous improvement of how the team operates.
The Team Lead is a player-coach people manager: coaching and developing consultants, managing performance, and creating an environment where the team can do its best work, besides delivering on their individual scope of work across the HR Consultant scope. Beyond people management, they act as the operational hub of the pool — triaging and assigning incoming work, handling escalations, and ensuring the team is always focused on the right priorities. They identify friction points and drive improvements that make the pool faster, more consistent, and more effective at scale.
Core Accountabilities
People Management
- Directly manages all HR Consultants in the pool — responsible for their performance, development and engagement
- Sets clear expectations, provides regular feedback, and conducts performance reviews in line with the annual cycle
- Identifies development needs and builds individual growth plans that strengthen capability across the pool over time
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- Coaches consultants through challenging assignments, stakeholder situations, and complex cases
- Creates a psychologically safe, high-performance team culture where consultants are motivated, accountable, and continuously improving
- Manages headcount planning, on-boarding of new consultants, and any performance management processes
Triage, Assignment & Workload Management
- Acts as the first point of intake for work requests coming into the pool from HRBPs and the business
- Triage's incoming demand — assesses complexity, urgency, and skill requirements to assign the right consultant to each workstream
- Maintains visibility of team capacity and workload across the pool at all times, redistributing work as priorities shift
- Manages the team sprint cadence — runs planning, check-ins, and retrospectives to keep work on track
- Flags capacity constraints or demand surges to HRBP leadership early, with data to support resourcing decisions
HR Program Execution
- Partner with HRBPs and COEs on HR program creation and execution
- Key driver of program activation through the Consultant pool for all HR cyclical programs including year-end performance and rewards process, talent review processes, people engagement survey, etc.
Escalation Handling
- Serves as the first escalation point for consultants encountering issues beyond their scope — complex ER cases, ambiguous policy situations, or difficult stakeholder dynamics
- Resolves escalations where possible, applying sound judgement and HR expertise to guide the team to the right outcome
- Determines when matters require escalation to the HRBP or specialist team, and manages that handoff cleanly
- Maintains situational awareness across all active cases and workstreams so escalations do not come as surprises
Support Organization Strategy & Design
- Support implementation of organization design changes
- Guide managers on redundancy conversations and support execution
Rewards & Compensation Administration
- Administers the annual compensation cycle within established guidelines for defined in scope Manager populations in partnership with the HR Consultants
- Manages cyclical promotion cycles and advises on off-cycle compensation adjustments
Employee Engagement & Culture Programs
- Supports rollout of engagement survey cycles — communications, logistics, results distribution and action planning
- Helps in scope managers interpret team-level results and build action plans using standard toolkits
- Coordinates recognition and cultural programs as relevant
Employee Relations & Risk Management
- Investigates and resolves escalated individual employee and manager issues, including disciplinary and performance management cases
- Applies consistent, policy-aligned approaches; escalates complex or sensitive cases to the HR Business Partner
- Maintains accurate case documentation and tracks resolution status for escalated cases
Coaching Managers
- Coaches managers on exceptional situations requiring HR support beyond policy interpretation
- Escalates strategic, systemic, or executive-level matters to the HR Business Partner
Operating Model Improvement
- Owns the quality and consistency of how the pool operates — process templates, playbooks, tools, and ways of working
- Identifies friction, inconsistency, or inefficiency in how work gets executed and leads improvements
- Builds and maintains a library of reusable resources — guidance documents, templates, checklists — that enable consultants to work faster and to a higher standard
- Tracks team performance data — delivery metrics, ER case volumes, program completion rates — and uses insights to improve how the pool works
- Shares execution intelligence with the broader HR community; feeds ground-level insights back to HRBPs to improve program design
Quality Assurance
Reviews consultant output on higher-stakes workstreams before delivery to ensure accuracy, quality, and policy alignment
Maintains consistent standards across the team — especially important in a pool model where multiple consultants may work on the same program type
Ensures case documentation, data records, and program administration are accurate and audit-ready at all times
Experience
- 12+ years of progressive relative HR experience, with at least 4 years in a managerial capacity
- Demonstrated people management experience — has directly managed, coached, and developed HR professionals
- Strong operational HR background — deep familiarity with the full annual rhythm of business programs (performance, compensation, talent review, ER)
- Significant experience in a Global Shared services or BPO
- Track record of improving processes and ways of working, not just executing them
- Experience of managing a global team and familiarity with labor landscape across major global locations including India, Philippines, China, Poland and Costa Rica.
- Experience in leading critical programs aligned with the employee lifecycle.
- Expertise in leading large scale global projects.
- Expertise in driving transformational programs including change management.
- Experience leading HR through significant change — restructuring, rapid scaling, technology transformation or location strategy shifts.
Skills & Attributes
- Exceptional people manager — genuinely invested in the growth and performance of their team
- Operationally excellent — brings structure, clarity, and discipline to how work gets planned, assigned, and tracked
- Sound HR judgment — experienced enough to guide
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