Global Workplace Solutions (GWS) Local is a hard services-led, tailored facility management solution. We self-perform hard services while partnering with best-in-class soft service providers to offer custom facility and project management solutions to our clients. We focus on empowering our team with a high-level of downstream accountability, resulting in an agile and efficient service delivery.
In addition to our core facility and project management capabilities, our platform offers direct access to our Best-in-Class services, including ESG, Security Consulting, Workplace Strategy, and Workplace Experience.
About the Role: As an Account Director you would be accountable for providing leadership, management, and development of a client account, ensuring both financial and operational commitments are met and exceeded.
This leadership role is the single point of contact for all operational needs for a $5 - $10m maintenance revenue, single customer account within GWS Local. The AD is responsible for delivering the full suite of FM services (hard and soft) to key clients, working in partnership with all stakeholders to ensure exceptional service is delivered and maintained at all times.
What You'll Do: General/Operations:
- Provide leadership, coaching and guidance to the account team, to ensure contractual commitments are met and exceeded.
- Identify and execute opportunities for the strategic development of the account, driving organic growth through the delivery of extra works and projects, and ensuring the account is retained upon renewal.
- Act as the single point of contact for overall account operations ensuring contractual compliance.
- Supervise, plan, and coordinate all aspects of operations, including preventative maintenance (PM), reactive maintenance, vendor services, help desk operation, soft service delivery where in scope, and extra works.
- Ensure appropriate account review, audit and governance regimes exist to meet regulatory, policy and contractual commitments, and ensure all required elements of the Local Target Operating Model are in place.
- Ensure a customer focus within all areas of operational activities, and that effective relationships are maintained with key clients at various levels, including formal monthly, quarterly and annual reviews.
- Communicate to clients regarding property profiles, emergency preparedness plans, site inspections, facility audits, work order progress, and other related reports in line with contract requirements.
- Present written recommendations to clients including economic justifications, financial reports, and monthly summary reporting in line with agreed expectations. Generate a robust communication strategy and ensure accuracy of reporting and client submittals.
- Drive innovation and thought leadership on the account, engaging with subject matter experts to provide a diverse offering of solutions to complex client problems.
- Work with other operational leaders to ensure the collaborative development of the business, effective teamworking, and a culture in keeping with the company's RISE values.
- Support effective business communication internally and externally, with clients, CBRE team members, vendor partners, tenants, landlords, and all other business stakeholders.
- Support the sales process through solution development, participating in presentations and consultation meetings, and hosting visits as necessary.
- Support account diversity, equity & inclusion (DE&I) objectives; promote and maintain CBRE culture throughout account.
People:
- Accountable for all key hiring decisions; recruit, retain and develop talent for the present delivery and future growth.
- Provide leadership, guidance, coaching and direct support to deliver service excellence and high levels of employee engagement and ensure effective performance management is in place.
- Foster a learning environment, with appropriate training and development planning across the account.
- Ensure optimum staffing structures operate across the account, balancing cost reduction with the delivery of service excellence. Ensure structures support peaks and troughs in workload, disaster recovery, and contractual commitments.
- Ensure training needs are delivered, employees are fully competent to undertake their roles, and can reach their full future potential.
- Ensure effective succession planning is completed account-wide.
Finance/Commercial:
- Full responsibility for Profit & Loss including development of account financial plans for revenue and profit delivery, management of WIP, debt, cost control, and growth, ensuring that targets are met or exceeded.
- Ensure business policies and processes are effectively communicated and implemented across the account.
- Drive effective commercial and financial governance through accurate reporting, and appropriate checks and balances.
- Review purchase orders to ensure financial, contractual, and commercial accuracies.
- Supply chain management, including supplier performance reviews, supplier negotiations and re-bidding, and the identification of additional scope opportunities.
- Drive sustainable organic growth of the account, maximizing extra works and project opportunities.
QHSE:
- Ensure the provision of a healthy and safe working environment on the account.
- Maintain both client and CBRE health and safety policy and process, ensuring this is effectively implemented across all service lines, self-perform and vendor delivered.
- Develop environmental health and safety procedures for facilities. These procedures include emergency action plans, disaster recovery, business continuity, and other related procedures.
- Responsible for facility inspections for quality assurance on a periodic basis. Ensure facility procedures comply with local, state, and federal regulations.
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 value.
What You'll Need:- Bachelor's Degree preferred with 5 - 8 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
- Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred.
- Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems.
- Leadership skills to motivate the team to achieve broad operational targets with impacts on own job discipline, multiple job disciplines, and department.
- In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
- Extensive organizational skills and an advanced inquisitive mindset.
