Dec 04, 2020

Client Services Manager

  • Professional Diversity Network
  • Atlanta, GA, USA

Job Description


JOB SUMMARY Responsible for managing operational activities for client services teams in multiple markets to include: motivating and directing personnel, setting performance standards and addressing deficiencies when identified. Characteristics of Position:Geography: LMA (Local Market Area) and/or RegionalResponsibility: Office and/or RegionESSENTIAL DUTIES AND RESPONSIBILITIES Provides oversight and management of the lease administration business line for the Atlanta regional market. Enabling Portfolio Services business to build up a healthy collaboration with local advisory and transaction teams, who support the growth of the Portfolio Services business through excellent client outcomes.Ensures delivery of the service aligned to the Portfolio -Services strategic objectives and operating principles, both nationally and globally. Provides overall management of lease administration services, to include service delivery, planning, organization, staffing, and financial performance for multiple client accounts.Accountable for client satisfaction with operational/service performance across PS accounts/clients in the region. Supporting resolution and remediation of performance issues/escalations raised by clients and accounts, and acting as single point of contact for regional accounts. Supports in the preparation of RFP's, proposals and proposal presentations, by ensuring the sales team understand the client's outcomes and taking an objective view, to ensure we are submitting a winning proposal, and representing PS through discussions as needed, whilst giving confidence to the client in our local/global capabilities.Maintain a pipeline of client sales opportunities, target and prospects, and actively champion the local area with Portfolio Services Business Development team. Provide internal reporting, performance status, and forecasting to Portfolio Services leadership, to enable the business to manage pipeline and business performance.Responsible for developing the local market operational budgets in line with the PS Finance teams and presenting these to senior leadership for review and approval.Act in a collaborative manner with other Portfolio Services Client Service Managers nationally to refine and improve our overall approach to excellence, client satisfaction and client outcomes. Working effectively with Portfolio Services Operational Leaders, in Memphis, Mexico City, Curitiba, Warsaw and Manila shared service centers. Implement and embed a program that enables Portfolio Services to better recognize and manage its commercial and operational risks and is in alignment with wider CBRE risk programs.Other duties as needed.SUPERVISORY RESPONSIBILITIES Provides formal supervision to individual employees within single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination. Effectively recommends same for direct reports to next level management for review and approval. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's 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 (BA/BS) from four-year college or university in a related field. Minimum five years experience providing administrative support to client facing/sales professionals. Minimum three years of management related experience. Experience managing staff in multiple locations preferred. Minimum three years' experience in commercial real estate and Lease Administration preferred.CERTIFICATES and/or LICENSES None.COMMUNICATION SKILLS Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.Ability to respond effectively to sensitive issues.FINANCIAL KNOWLEDGE Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.REASONING ABILITY Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.OTHER SKILLS and ABILITIES Proficient working knowledge of Microsoft Office Suite products such as Word, Excel, Outlook, etc.Knowledge of business and management principles involved in strategic planning and execution, resource allocation.SCOPE OF RESPONSIBILITY Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause short-term impact to department.




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