CBRE Client Services Manager in San Francisco, California
Provides oversight and management of the Regional San Francisco lease administration business line. 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.
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, Warsaw, Mexico, Brazil 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.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provides oversight and management of a team. Primary escalation point for all service and compliance related issues.
Reviews reports to ensure listings and property budgets are in-line with policy and local market expectations. Escalation point for department. Authorizes expenses related to properties; provides credit card authorization.
Ensures implementation of national operational strategies and coordinates efforts to integrate company services for clients, both internally and externally.
Collaborates with marketing and communications departments to ensure that collateral, press releases and web publishing are in accordance with company standards. Ensures effective marketing service delivery, business promotion, advertisement and public relations are delivered.
Consults with sales/client-facing professionals and provides recommendations on real estate marketing best practices and strategies to maximize value for the team's clients. Ensures staff interfaces professionally with clients and responds with urgency.
Partners with departments to ensure reimbursement of FCG (Financial Consulting Group) and mapping fees generated by sales/client-facing professionals. Monitors sales/client-facing professional Marketing budgets.
Assists in the development and execution of training programs for employees.
Other duties as needed.
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.
EDUCATION and EXPERIENCE
Bachelor's degree (BA/BS) from four-year College or university.
Minimum three years' experience in commercial real estate and Lease Administration.
Minimum three years of management related experience.
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.
Requires advanced knowledge of financial terms and principles.
Conducts reporting and forecasting.
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/or 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.
Equal Opportunity and Affirmative Action Employer Women/Minorities/Persons with Disabilities/US Veterans
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