Managing Director - Americas Leader - Portfolio Services
ID da função
65151
Publicado
12-May-2022
Linha de serviço
Advisory Segment
Tipo de trabalho
A tempo inteiro
Áreas de interesse
Suporte de Vendas
Localização(ões)
Atlanta - Georgia - United States of America, Chicago - Illinois - United States of America, Pittsburgh - Pennsylvania - United States of America, San Francisco - California - United States of America, Seattle - Washington - United States of America, Washington, D.C. - District of Columbia - United States of America
JOB SUMMARY 

The Portfolio Services Americas Leader is accountable for driving profitable growth and ensuring the Portfolio Services organization is delivering excellent client outcomes. 

The role entails leading and managing the team accountable for end-to-end client relationship management, new business development, and oversight of all service delivery including services provided by the Portfolio Services 
back-office shared service centers. 

The position engages with multiple internal and external stakeholders in the Advisory and GWS business segments, the back-office shared service center teams, other internal colleagues, and client teams. 

Focus is on increasing the visibility of Portfolio Services, troubleshooting risks to the business, growing penetration and uptake into local A&T brokerage business and supporting, keeping and growing GWS clients. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Provide leadership of the PS line of business for the Americas, aligning with the global agenda and objectives, communicating this to delivery teams
• Determine and implement PS delivery plans based on the scope of work and resource levels that are established contractually for each individual client/account
• Prepare and manage the PS annual financial plan to achieve budget/forecast revenue and profit targets and margins; working with account teams to remediate any shortfalls
• Drive the PS Americas leadership team to deliver excellent service performance and achieve “dark green” customer service satisfaction ratings
• Manage and develop talent including performance management, assessment, goal setting, recruitment, succession planning, career development, and training
• Develop the PS sales plan and targets for the Americas and manage/collaborate with Business Development team members on winning new clients and supporting through the sales lifecycle
• Oversee and foster close alignment between operations, transitions and business development teams within the Americas and globally
• Anticipate and mitigate potential risks, oversee root cause analyses and implement action plans to address unanticipated issues or events
• Direct business growth and contribute to major client pursuits and pitches, both integrated and standalone service programs
• In keeping with our transformational goals, reset and redefine the CBRE Way of Account Management globally to deliver exceptional service delivery to clients, and put in place a transformation plan incorporating 
people changes, upskilling and recruitment to support growth 
• Contribute to the development and transformation of the global delivery model and global shared service strategy in support of the global leader of PS 
• Develop and drive the go-to-market strategy with Back Office and Front Office Partners 

LEADERSHIP 

• Interface with global PS leadership, regional leaders and shared service center operations, and vendor(tech and service) providers 
• Assist with coaching and advancing PS remote leaders to achieve high performance operational outcomes 
• Engage with business line leaders within wider CBRE, providing leadership in difficult situations requiring executive support and troubleshooting 
• Lead Portfolio Services strategy development annually and reassess on an ongoing basis, ensuring that there is course correction to capitalize on opportunities and mitigate risk 
• Coach direct reports in taking ownership of various workgroups and coaching them to focus on results and process excellence 
• Introduce leadership and other training required to advance careers of PS staff 

SERVICE DELIVERY 

• Responsible for managing / leading our Front Office in client facing activities, including business development, renewal strategies and account management for new and existing clients 
• Responsible for on-going service delivery, performance standards, productivity, quality and key performance indicators 
• Monitor the PS quality assurance program and ensure target levels are achieved 
• Work with the Operations and LMA lead to develop and maintain a framework for the peer reviews and diagnostics of LMA-based and on-site account teams in the Americas, with specific focus on operational 
processes, risk management, consistency and best practices
• Support continuing PS improvement and best practice adoption across operational and account teams 
• Oversee management and uptake of the locally based Portfolio Services resource model in the markets 

CLIENT SATISFACTION 

• Work with client-facing account teams to ensure high levels of client satisfaction, dark green attainment and NPS scores of 8+ 
• Increase direct contact with clients through QBRs, PS surveys and outreach programs 
• Expedite resolution of performance issues/escalations raised by clients and accounts
• Ensure tracking of aggregated KPI and QBR cadence and results 

RISK MANAGEMENT 

• Enable PS to recognize and manage its commercial and operational risks in alignment with wider GWS risk programs
• Include development of risk assessments for use on PS-managed and on-site accounts as well as generally increasing the awareness of risk within PS and how it can be managed out 
• Ensures the firm incurs no business upsets; anticipates and mitigates potential risks; performs root cause analyses and action plans to address unanticipated issues or events
• Review risk register and support mitigation efforts 
• Maintain client remediation list with issue tracker, dollar impact, improvement plan and ongoing refinement of service to ensure this risk is negated in the future 

FINANCIALS/COMMERCIALS 

• Accountability with PS Global Leader for performance against Americas PS revenue and EBITDA targets 
• Support business growth and contribute to major client pursuits and pitches 
• Track account laggards and underperforming accounts, and work with managers to devise turnaround plans 
• Oversee and support engagement into account teams to reset pricing and scope issues 
• Manage client account P&L reviews on a periodic basis to track all account performance 
• Work with PS Operations to redefine pricing and commercial management to address impacts of back office outsourcing and the Lease Abstraction Engine on our go-to-market pricing 

PLATFORM 

• Support the ongoing refinement of the PS technology strategy to meet market demands and operational requirements 
• Assist with service enhancements and participate in strategic initiatives established by the global platform leadership team 
• Contribute to innovation, platform enhancements, best practice sharing, and thought leadership 

SUPERVISORY RESPONSIBILITIES 

Manages the planning, organization and controls for one or more lines of business and/or clients whose markets encompass a global and/or multi-market area. May be responsible for a mix of direct and matrix 
reports

Leads and provides for the recruitment, selection, performance management, training & development, coaching, mentoring, retention and rewarding of a high caliber team to carry out the organization’s 
mission 

Implements a career development and succession plan, along with an effective retention program for key personnel, while creating a more diverse organization. Provides mentorship for management and non- 
management colleagues

Monitors appropriate staffing levels 

Leads by example and models behaviors that are consistent with our RISE values. 
QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 
The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential 
functions. 

EDUCATION and EXPERIENCE 

Bachelor’s Degree in business, engineering or related field from an accredited 4-year college program preferred. Master’s degree in business, economics, urban studies, law or related 
program preferred; strongly preferred if a non-business undergraduate

Typically, at least 10 years of experience in their field with strong financial and marketing orientation and proven track record of consistently generating revenue and profits

High level of business acumen. Knowledgeable in relevant policies and market trends, technology and information affecting the business and competition

Provides strong experience in managing a diverse workforce including sales, operations and expense management 

Utilizes an entrepreneurial approach and develops innovative solutions

CERTIFICATES and/or LICENSES 

Real Estate sales, brokerage or appraisal license required as appropriate for business unit. 
Appropriate designations and participation in professional and industry organizations desired. 

COMMUNICATION SKILLS 

Excellent written and verbal communications skills. Able to foster a strong service-orientation and an “advisory role” in client relationships. Able to comprehend, analyze and interpret the most 
complex business documents. Able to motivate and negotiate effectively with key employees, top management and client groups to take desired action. Generates powerful proposals and makes 
convincing presentations to achieve new business. Communicates regularly with employees to share business updates, company vision, etc. Communicates regularly with senior leadership. 

FINANCIAL KNOWLEDGE 

Requires in-depth knowledge of real estate financial terms and principles. Reviews complex financial/business analysis and reports prepared by subordinates. Ability to analyze the most 
complex business/financial data and develop innovative solutions. Develops and implements financial policies and procedures. Approves and oversees department budget. 

REASONING ABILITY 

Able to comprehend and solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in 
developing strategic solutions for a growing matrix-based multi-industry environment. Draws upon the analysis of others (human resources, legal, finance/accounting and other shared services 
groups) to assist in making recommendations that have a direct impact on the company. 

SCOPE OF RESPONSIBILITY 

Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve complex results. Makes final decisions on administrative or operational 
matters and ensures operations' effective achievement of objectives. Involved in developing, modifying and executing company policies that affect immediate operation(s) and may have company-wide effect. 
Decisions that would have effect outside immediate area of responsibility (i.e. other functional or operating areas) are approved by next level supervision and appropriate senior management prior to 
implementation. Erroneous decisions could have a serious impact on the overall success of function 
and/or division. 


NOTA: Um requisito adicional para esta função é a capacidade de cumprir os protocolos de saúde e segurança COVID-19, incluindo a prova de vacinação COVID-19 e / ou testes rigorosos.