Property Management Managing Director, Operational Excellence & Client Success

Job ID

169202

Posted

28-May-2024

Service line

Advisory Segment

Role type

Full-time

Areas of Interest

Property Management

Location(s)

Dallas - Texas - United States of America

**What Youll Do:**

As the Managing Director of Operational Excellence and Client Success, you will be responsible for leading the two teams that build and drive the foundation of excellence for our Property Management operations. You will ensure the national team supporting the business in the local markets is constantly improving and responding to the needs of the business by developing new tools, enhancing existing programs, delivering training programs and driving change. You will also serve as a key member of the US Property Management Leadership team, supporting strategic planning and budgeting for the business. This is an opportunity for someone with strong leadership, operational, client service and collaboration skills who knows how to deliver superior outcomes in a very matrixed organization.

**Essential Competencies**

**Builds Talent and Leads Teams**

Leads by example, modeling behaviors consistent with our RISE values, to earn respect and trust of peers, employees and clients.

Recognize expertise and empower peers and employees to build a dynamic team that is viewed by others as highly productive, capable and the best in the industry.

Leads and provides for the recruitment, selection, performance management, training & development, coaching, mentoring, retention and rewarding of a high caliber team to carry out the organizations mission.

Implements a career development and succession plan while creating a more diverse organization.

Champions Diversity, Equity, and Inclusion within sphere of influence, supporting company initiatives and Employee Resource Groups

Provides mentorship for management and non-management colleagues.

Demonstrates and supports a healthy balance between work and lifestyle.

Ensures consistency of service delivery that meets CBRE service delivery guidelines and in line with RISE values.

Manages the planning, organization and controls for one or more platform disciplines whose markets encompass a multi-market and/or global area.

May be responsible for a mix of direct and matrix reports.

**Measurements**

Employee Engagement Scores

Voluntary Turnover total

Voluntary Turnover yr 1

Hiring Diversity Metrics

Recruiting results

Market Performance KPIs

**Collaborates across the Organization**

Manages project execution and drives integration among all lines of business to maximize performance of the companys platform in attracting new business development and growing market/client share, as well as integration of all shared services.

Collaborate as needed with Global President, COO, or SMD to retain and recruit top talent.

Employ integration strategy within the line of business, shared services (finance, human resources, legal, marketing, etc.) and between all lines of business (A&T, Project Management, Valuation, DEF, etc.) to maximize performance of the companys platform.

Cultivates and supports cross-platform relationships and initiatives to benefit our teams and clients.

**Measurements**

Attachment Rates

Internal Customer Surveys

**Communicates Effectively**

Clearly supports others by providing honest, open, two-way communication.

Serves as the face of CBRE in the local/national/global business community. Serves as a key industry and business spokesperson to the community and/or industry.

Excellent written and verbal communications skills.

Able to foster a strong service-orientation and an advisory role in client, management and employee relationships.

Able to comprehend, analyze and interpret the most complex business documents.

Generates powerful proposals and makes convincing presentations to achieve new business.

Able to motivate and negotiate effectively with employees, top management and client groups to take desired action.

Communicates regularly with employees to share business updates, company vision, etc.

Communicates regularly with senior leadership.

**Measurements**

Employee Engagement Scores Communications Topics

Internal Customer Surveys

**Drives Client Care**

Builds a cohesive, diverse team dedicated to ongoing improvement of service delivery platform and client relationship.

Guides team in client relations, service orientation and consultative opportunities as well as the effective, efficient, and ethical operation of their respective teams or accounts. Builds and sustains relationship in the community and within the industry.

Builds and maintains excellent relationships with internal clients

Employs diagnostic approach to determine and deliver differentiated solutions

**Measurements**

Employee Engagement Scores

Internal Platform Service Surveys

**Drives for Results**

Evaluate key business challenges across functions and organizations. Direct the development of new or innovative solutions across job disciplines and/or functions.

Contribute to defining the direction for products, processes, standards, or business plans based on business strategy.

Direct highly visible initiatives, projects, and operational activities with a high level of risk and complexity on a sub-function or business processes.

Focus on the achievement of departmental goals and has a significant contribution to achieving functional goals.

Operate with almost complete autonomy on operational matters. Work requires some risk.

Execute best in class service delivery with respect to engineering, accounting, project management (Tenant Improvements), technical consulting (Infrastructure Management) security, life safety and disaster recovery.

Ensure consistent service delivery and compliance with CBRE Global Standards and guidelines at all levels of the organization.

Support a Property Management business that i) is the leader in all core services, ii) sustainably grows its market share in all core services, and iii) maintains/extends its lead in services where the Company has the lead market position.

**Measurements**

LOB Growth

Operational KPIs

Risk Audit Score

Internal Operations Review scores

**Leads Innovation & Change**

Serves as a change agent for business improvements and develops buy-in and support for new initiatives and processes.

Collaborating with leadership and internal departments and platform disciplinary leaders, execute Enterprise Strategic Initiatives with pace and intensity.

Serve as a change agent for business improvements, new initiatives and processes by analyzing mistakes and implementing changes in process and create buy-in. Use the After Action Review process to review and provide the basis for improvement to events or service delivery issues that do not meet the best in class service threshold.

Effectively manages and leads team through change.

Draws upon the analysis of others (human resources, legal, finance/accounting and other shared services groups) to assist in making new and creative recommendations that have a direct impact on the company.

**Measurements**

Employee Engagement Scores Innovation Topics

Internal Customer Surveys

**Plans and Acts Strategically**

Responsible for developing and implementing the strategic direction and day-to-day leadership of one or more lines of business and/or platform discipline whose markets encompass a global and/or multi-market area.

May participate in the development of corporate strategic plans. Recommends solutions to strategic issues of importance to the company.

Envisions and plans projects that are strategic in nature, affecting the entire company or several functional areas. Identify risks and roadblocks and work with leadership, managers, and impacted stakeholders to identify change barriers, and develop strategies to remediate resistance. Communicate changes within an organization to executives.

Accountable for executing and empowering the strategy set by the senior leadership and integrating policy within the function and across the organization. Strategic planning is a horizon of 3 years with an impact on multiple cultures and geographies.

Builds strong business operations and sets specific, measurable, challenging, yet achievable goals and objectives.

Responsible for setting project, department and/or division deadlines and ensuring that all business operations are carried out in line with RISE values.

Formulates, negotiates and executes contracts with clients, lenders, contractors, vendors and other key constituents.

**Measurements**

Achievement of Strategic Plan

Growth of Business

**Understands Business & Displays Commercial Acumen**

Communicate, negotiate, advise, and influence stakeholders with great latitude. Manage and represent internal stakeholder relationships. Promote internal collaboration across functions and stakeholders. Speak to larger groups on a wide range of topics. Communicates on highly complex topics.

Use intuition and experience to complement data. Evaluate key business and organizational challenges within the function. Direct the resolution of business problems.

Problems are ambiguous and sometimes complex. Solutions need to be devised based on information requiring some judgment to apply new solutions and concepts. Implementation of solutions requires a short to medium-term view.

Develops a reputation as an opinion leader and trusted advisor.

Evaluates industry and business trends and analyzes financial performance indicators for potential impact on operations and responds with necessary business changes as indicated.

**Measurements**

Employee Engagement Scores Communications Topics

Internal Customer Surveys

**Enterprise Executive Responsibilitie** s

The Managing Director is an Enterprise Executive position and is therefore expected to carry out the additional duties and responsibilities listed below:

Understand, communicate and defend the Companys aspirations, strategy and culture across the enterprise.

Assure appropriately aspirations for the part of the business you oversee; drive a mindset through your organization that all aspects of your business will be exceptional, including talent, products, culture, financial performance and employee engagement.

Provide superior outcomes to the Companys clients, employees and shareholders; tie personal and organizational rewards to achieving these outcomes.

Have a deep knowledge of the talent in your organization, always maintaining a reasonable succession plan in place for the most senior roles and develop leaders who are demonstrably ready to succeed to those roles. Continuously ensure that the person holding every key position in your organization are performing to the standards of the position. a

Achieve the Companys goals regarding employee diversity. Personally take actions to increase diversity in the Company and assure that this is effectively cascaded through the portion of the organization you oversee.

Effectively manage risk in your business, focusing intently on risks identified through the Companys enterprise risk management process.

Promote the interests of the entire enterprise, not just the portion you oversee. Create an environment where supporting other parts of CBRE is enthusiastically embraced and directly address any behavior to the contrary.

Measure the effectiveness of your efforts with facts and data, not story telling; promote a sense of accountability across the enterprise.

Understand how other parts of the business work; run all parts of the business as they are intended.

Provide honest input; whether you support or oppose a decision, and when the executive team decides, support the company decision 100% (like it was your idea).

**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**

Bachelors Degree in business, engineering, or related field from an accredited 4-year college program preferred. Masters degree in business, economics, urban studies, law or related program preferred; strongly preferred if a non-business undergraduate.

Typically, at least 15 years of experience in their field with strong financial and marketing orientation and proven track record of consistently generating revenue and profits.

Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring,

appraising, and rewarding performance and retention is preferred.

High level of business acumen. Knowledgeable in relevant policies and market trends, technology and information affecting the business and competition.

Provides strong experience in managing a diverse workforce including sales, operations and expense management.

Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations, and handle problems.

Leadership skills to set, manage, and achieve targets with a direct impact on multiple departments results within a function.

In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.

Expert organizational and change management skills and an advanced inquisitive mindset.

Utilizes an entrepreneurial approach and develops innovative solutions.

**Communication Skills**

Excellent written and verbal communications skills. Able to foster a strong service-orientation and an advisory role in client relationships. Able to comprehend, analyze and interpret the most complex business documents. Able to motivate and negotiate effectively with key employees, top management and client groups to take desired action. Generates powerful proposals and makes convincing presentations to achieve new business. Communicates regularly with employees to share business updates, company vision, etc. Communicates regularly with senior leadership.

**Financial Knowledge**

Requires in-depth knowledge of financial terms and principles. Reviews complex financial/business analysis and reports prepared by subordinates. Ability to analyze the most complex business/financial data and develop innovative solutions. Develops and implements financial policies and procedures. Approves and oversees department budget.

**Reasoning Ability**

Able to comprehend and solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry environment. Draws upon the analysis of others (human resources, legal, finance/accounting and other shared services groups) to assist in making recommendations that have a direct impact on the company.

**Other Skills**

Decisions made with in-depth understanding and interpretation of procedures, company policies and business

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future

To succeed in this role, an individual should 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 responsibilities.

**Why CBRE?**

When you join CBRE you will have the support and resources of a global firm where an entrepreneurial mentality is encouraged. You'll realize your potential with exciting work, fast-paced assignments, an environment of constant learning and dedication to results! To enable your success, we provide the best tools, training and leaders in the industry.

Our culture is built on our RISE values and reflects the needs and perspectives of our clients and our people. Our work is guided by our North Star: Crafting the real estate solutions of tomorrow, so businesses and people thrive.

Coming to work for CBRE, you will receive a comprehensive benefits package, 401k, and extraordinary perks such as career growth and longevity!

**Equal Employment Opportunity:** CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

**Candidate Accommodations:** CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our companys success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at recruitingaccomodations@cbre.com or via telephone at 1 866 225 3099 (U.S.) and 1 866 388 4346 (Canada).

**NOTE:** Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)