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:

The Account Manager will be the single-point-of-contact accountable for overall contract success. This individual will provide leadership, management, and development of the account, ensuring both financial and operational commitments are met and exceeded. The Account Manager will be responsible for delivering the full suite of facilities management services (hard and soft) to the client across the portfolio of sites, working in partnership with all stakeholders to ensure exceptional service is delivered and maintained. They will lead a team of Facility Managers and Concierge, and instill a culture of hospitality and elevated Workplace Experience across the account. They will uphold client values and behaviors and strive to inspire human performance, drive employee engagement, foster a culture of continuous improvement, and contribute to the client's overall business strategy, delivering excellence across all real estate and workplace management domains.

• Oversee and supervise mail and shipping logistics, inspection protocols for health and safety, office maintenance practices, timely vendor expense management, fire/other emergency safety procedures, HSE playbook, hospitality services including conference room and events management, business continuity planning, utilities and energy management.
• 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 culture of hospitality across the team through creation of Standardized Operating Procedures (SOPs) to streamline operations and elevate Workplace Experience across the portfolio.
• Thorough understanding of all aspects of the client Real Estate function including Design & Construction Services (Project Management), Global Lease Administration Program, Global Real Estate Transactions + Portfolio Optimization Programs, Global Sourcing Strategies to derisk supply chain, logistics and contracts.
• Oversee Global Business Travel administration.
• Conduct regular visits to sites in client portfolio.
• Operate on tactical level, working with the FMs to oversee and deliver day-to-day operations.
• Ensure functionality, comfort, safety, sustainability, and efficiency of the work environment.
• Provide leadership, coaching and guidance to the account team, to ensure contractual commitments are met and exceeded.
• Measure and benchmark consumption to identify opportunities for operational improvements.
• Implement cost-saving initiatives across the business expenses.
• 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

• Direct management of CBRE staff on account including Facility Managers and Concierge.
• 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.

• 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.

• Collaborate with Aspen's Sustainability Committee, ensuring occupational health and safety.
• Lead disaster recovery efforts and manage the restoration of office locations and critical equipment in the event of natural disasters, office disruptions, power outages, etc.
• Ensure the health and safety of employees during and after an event.
• Detect and respond to service disruptions, service delivery, non-compliance, visitor mismanagement, emergencies, and after-hours activities.
• Assess risks and implement industry best practices to maintain a safe and secure work environment.
• Manage local safety policies, occupational health ergonomics, hazard identification, and risk assessment.
• Prevent workplace injuries and illnesses.
• Address emerging health concerns and pandemic events.
• Ensure building emergency preparedness and response.
• 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 periodically. Ensure facility procedures comply with local, state, and federal regulations.

• 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.
• High school diploma or general education degree (GED) required. Bachelor's degree from four-year college or university with focus on business, technical or management areas preferred. Minimum of 10 years experience in Corporate Real Estate function required - (2 of which must have been in a Managerial Supervisory role).
• 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.
• Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.
• Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.
• 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.
• Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause short-term impact to department.
• Reports to the Area General Manager. Functional management of Facility Managers and Concierge. Partners closely with Finance & Operations Support Manager and Business Operations Manager