The Client Relationship Management/Lease Administration Operations Director is accountable for providing effective leadership of Client Management and Lease Administration operations for both onsite and regional service delivery teams in the US.
The role requires a Dynamic Leader that entails managing and guiding a management team accountable for Lease Administration client service delivery, operational excellence, performance standards, onboarding new accounts and strategies for delivering material cost savings/avoidance to clients.
Coordinate the rollout and manage the locally based Client Relationship Management (CRM) resource model in major markets (complementary to the Transaction Services Group)
Launch program to migrate lease administration currently self-performed by brokers to a centralized model
Conduct peer reviews and provide recommendations to enhance service delivery
Seek opportunities to mitigate risk and adhere to compliance standards; ensure zero business upsets
Coordinate Global Knowledge Exchange conference calls, client roundtables, client communication strategy.
Contribute to revenue growth, account expansions, renewals and new business pursuits
Other duties as assigned
LEADERSHIP
Provide senior leadership to Client Relationship Management operations remote and LMA teams
Support the rollout of the CRM LMA Hub initiative in three pilot markets in 2017 (New York, Los Angeles and Dallas)
Provide support and guidance to the direct report that is accountable for CRM Operations in the LMAs, and other on-site or remote teams
Monitor performance to determine future remote team strateg
Assist with coaching and advancing Client Relationship Management remote leaders to achieve high performance operational outcomes
SERVICE DELIVERY
Responsible for on-going service delivery, performance standards, productivity, quality
Monitor the CRM quality assurance program and ensure target levels are achieved
Work with the LMA Operations 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 Lease Administration improvement and best practice adoption across operational and account teams
Ensure a proactive approach and plans are in place to ensure PS can deliver services in all locations without business upset and that PS can respond to client demands for appropriate business resilience and business continuity
CLIENT SATISFACTION
Work with Client Relationship Management senior leadership to ensure high levels of client satisfaction
Support team to improve service performance and achieve “dark green” customer service satisfaction ratings
Provide resolution of performance issues/escalations raised by clients and accounts
Day-to-day issues to be managed by the Memphis Account Managers
RISK MANAGEMENT
Build a program that enables CRM to better recognize and manage its commercial and operational risks and is in alignment with wider GWS risk programs
To include development of risk assessments for use on CRM managed and on site accounts as well as generally increasing the awareness of risk within CRM 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
FINANCIALS/COMMERCIALS
Accountability with CRM Head of Americas for performance against Americas CRM revenue and EBITDA targets
Support business growth and contribute to major client pursuits and pitches
PLATFORM
Support the ongoing refinement of the CRM technology strategy to meet market demands and operational requirements
Work with the GWS technology teams in EMEA & Americas and ensure there is alignment to meet CRM business needs and demands
Assist with service enhancements and strategic initiatives established by the global platform leadership team
Contribute to innovation, platform enhancements, best practice sharing, thought leadership in Global Knowledge Exchange
QUALIFICATIONS
Bachelor's degree from four-year college or university; or Associate degree and a minimum of five years related experience and/or training.
MBA or Master's degree prefered.
Knowledge of Lease Administration, Occupier Portfolio Management and Accounts Payable/Accounts Receivable.
Dynamic Executive Leadership presentation and written skills.
Strong organizational, analytical and quantitative skills.
Able to provide formal supervision, leads by example, models behaviors that are consistent with the companies values and coaches and mentors team to further develop competencies.
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