HOH Capacity Account Manager

at CBRE in Chicago, Illinois, United States

Job Description

HOH Capacity Account Manager

Job ID

177587

Posted

25-Jul-2024

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Facilities Management

Location(s)

Chicago – Illinois – United States of America

This is a 3 month Hiring our Heroes fellowship role, funded by the DoD, with no salary or benefits funded by CBRE.

Job Summary

An Account Manager provides leadership, management, and development of a client account, ensuring both financial and operational commitments are met and exceeded. This leader is the single point of contact for all operational needs for an account up to $2m in maintenance revenue within GWS Local. An Account Manager is responsible for delivering the full suite of FM services (hard and soft) to key client, working in partnership with all stakeholders to ensure exceptional service is delivered and maintained at all times.

Essential Duties and Responsibilities

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 optimum staffing structures operate on the account, balancing cost reduction with the delivery of service excellence and employee satisfaction. Ensure structure supports peaks and troughs in workload, and disaster recovery.

-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. Generates 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, supplier partners, tenants, landlords, and all other business stakeholders.

-Support People Engagement and account DE&I objectives; Promote and maintain CBRE culture throughout account

-Other duties may be assigned

People:

-Direct management of CBRE staff on account including engineers/technicians, and contract support.

-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. Accountable for all hiring decisions.

-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 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 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

High school diploma or general education degree (GED) required. Minimum of four years of related experience and/or training. Associates degree or Bachelor’s degree preferred with focus on business, technical or management areas. Prior supervisory experience preferred.

Certificates and/or License

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.

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.

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.

Other Skills and Abilities

Intermediate skills in Microsoft Office Suite Products and Internet navigation. Experience in working with and managing e-procurement and contracts management platforms. Strong interpersonal and organizational skills with ability to manage multiple projects simultaneously.

Ability to use work order system.

Working knowledge of architectural, electrical and mechanical systems.

Scope of Responsibility

Decisions made