The Regional Director of Account Operations is a key role within the account organization; being part of the CBRE senior leadership team the role is crucial in building and maintaining the relationship serving as liaison for CBRE to the client. This role will play a key part in expanding and managing the growth of the account while acting as a trusted advisor in providing creative and innovative strategies to complex account objectives.
The Regional Director of Account Operations will be a strategic, creative and organized professional who takes pride in seeing operations run smoothly and efficiently. They will be responsible for all contractual deliverables throughout their geographical area and will partner with the global subject matter leads to ensure consistency of delivery (where desired).
Primary point of contact for all activities within their geographical area
Ensures compliance to all contractual outcomes
Manages outcomes to ensure all key performance indicators including quantitative cost savings and qualitative customer service specifications are met
Responsible for the profitability of the region to planned and forecast expectations, be able to communicate these plans to their team members and ensure adherence to the outcomes expected
Becomes a trusted partner, building strong relationships with client leaders through timely, relevant and tailored communication
Create and cultivate, friendly and enjoyable work environment that fosters innovation and productivity
Partners with CBRE service line platforms engaging with subject matter experts to provide a diverse offering of innovative solutions to complex client problems
Involved in developing strategic plans, occupancy strategies and identifying cost efficiency opportunities
Oversees applicable service lines based on contract structure which will include numerous variations of Facilities, Project, Transaction Management, Lease administration and Workplace Strategy
Provides day-to-day leadership to the account-based resources within the region and drives framework and consistency across multiple countries
Supports and participates in the quarterly performance reviews between the client and CBRE based on key performance indicators (KPIs)
Works with the client during business case reviews, where required will provide written recommendations including economic justifications, financial reports, and monthly summary reporting in line with agreed expectations.
Generates a robust communication strategy and ensure accuracy of reporting and client submittals.
Support the strategic objectives which underpin Client's vision, be part of the governance team in reviewing delivery against the objectives.
Ability to lead a program of work from inception through to completion, has experience of leading teams through the 'change curve' and understands the steps which are needed in this journey
Proactively manages & oversees the implementation of any new operational processes and procedures which are needed to be deployed within the account in conjunction with the subject matter leads.
Responsible for building/fostering an environment where competency and skills development are continuously improved across the account
Works with the wider leadership team to provide a communications strategy across the account which supports targeted communications to all employees on the account.
Is able to interrogate MI analytics to identify opportunities for change and innovation
Responsible for identifying training needs, tracking performance, developing and motivating direct reports. Oversees hiring, terminating, compensation, and performance evaluation for all account dedicated employees with their geographical area of responsibility
Leads the team across diverse locations, creating operating leverage and efficiencies. Integrates processes across services according to client protocols.
Preferred Education & Work Experience
Bachelor's degree (BA/BS) from four-year college or university and a minimum of ten plus years of related experience and/or training with emphasis on Facilities Management, Engineering Operations, Transaction Management, Project Management/Construction and Consulting.
CFM, FMA industry certifications recommended; other Engineering, Business or technical training or certifications a plus.
Strong interpersonal skills; ability to effectively facilitate communications at all leadership levels
Ten plus years of experience directing and evaluating performance of a possess excellent written, verbal, and presentation communication skills.
Must have the ability to travel. International travel may be required based on account needs.
Extensive knowledge and experience in resource allocation and implementation concepts
Strong change agents preferred.
Must have strong management and leadership skills and experience with human resource and performance management processes.
Excellent technical, interpersonal, and analytical skills required. Excellent written and oral communications skills required.
Proven ability in talent assessment. Selects and hire new staff as needed. Ability to provide training and development for staff that drives personnel growth and retention.
Have been responsible for P&L, Business Development bids or Projects circa $50-$200M
Management experience in overseeing a portfolio comprising numerous sites
Highly competent operational manager who demonstrates professionalism and excellent knowledge of a multi-service business and operations, ideally gained in a multi-tenanted, multi-site operation
Leadership Requirements :
Thinks strategically - ability to bring together seemingly disparate ideas, areas, products, to create new solutions
Leads by example with a strong sense of ownership for all account specific processes, demonstrating sound business judgment and business ethics
Global fluency - ability to create international team spirit and to enhance diversity
Drives accountability - ability to establish clear, measurable goals, taking ownership of responsibilities and commitments to those goals and moving others to responsibility for their goals
Team building - ability to promote collaboration and cross-cultural cooperation
Develops employees - ability to foster the long-term learning or development of others with an appropriate level of need analysis and other thought or effort
Leads and engages others - demonstrates leadership by giving positive example and drives engagement by creating opportunities for growth
Demonstrates integrity - acts consistent with what he/she says and believes in line with ethical standards
Shows respect for others - ability to understand, value and navigate different perspectives and modify own views
Communicates and influences - ability to convince, influence or persuade others to gain support for own agenda across the organization
Customer focused – develop strong customer relationships by listening to and satisfying customer needs
Results oriented - ability to achieve business goals, with a concern for working well, surpassing standards of excellence and passion for challenges
Analytical thinker - ability to analyze complex problems and provide simplified solutions for fast and effective decisions
Demonstrates professional ability to share proven professional experience effectively with others
Internal Number: 18036376
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.