JOB SUMMARY

The Portfolio Services Americas GWS Regional Director is accountable for providing effective leadership of PS operational onsite and regional Lease Administration service delivery teams. This role will work in a matrix environment with senior business leaders and colleagues globally to deliver service to Americas PS clients.

The role entails managing and guiding a management team accountable for Lease Administration strategy on client service delivery, operational excellence, performance standards, onboarding new accounts, quality assurance protocols and governance for all operational teams.

Org Structure: Reports into the Portfolio Americas Leader

Direct & Matrix Reports: Operations Lead for On-Site teams and SSC Teams assigned to accounts

• Provide leadership for on-site, remote and SSC based Portfolio Services (Lease Administration team members).
• Rollout operational program standards to remote and onsite teams.
• Contribute to revenue growth, account expansions, renewals and new business pursuits focusing on renewals and vetting new business models.
• Support Americas PS Technology strategies in collaboration with global GWS and ensuring technology vendor management framework is implemented effectively.

• Responsible for on-going service delivery, performance standards, productivity and quality for PS Lease Administration operations for GWS region.
• Monitor the PS quality assurance program and ensure target levels are achieved.
• Partner with the GWS ADs to develop and maintain a framework for peer reviews and diagnostics of on-site account teams in the Americas, with specific focus on operational processes, risk management, consistency and best practices.
• Support continuing Lease Administration improvement and best practice adoption across operational and account teams.
• Develop and maintain a proactive communication strategy with leadership across GWS region on PS business updates, operational excellence, client satisfaction risk and escalations
• Ensure a proactive approach and plans are in place to ensure PS can deliver services in all locations without business upset and that PS can respond to client demands for appropriate business resilience and business continuity
• Act as escalation point for GWS Leadership if any risks or service issues arise ensuring resolution of said escalation
• Support global client metrics through the Reporting Team to include Sequentra PS client database.

• Work with Portfolio Services senior leadership to ensure high levels of client satisfaction.
• Support team to improve service performance and achieve "dark green" customer service satisfaction ratings.
• Provide support for resolution of performance issues/escalations raised by clients and accounts. Day-to-day issues to be managed by Client Service Managers
• Coordination of tracking and executive level reporting on global GoGreen initiatives in GWS Region.

• Build a program that enables PS to better recognize and manage its commercial and operational risks and is in alignment with wider GWS risk programs. To include development of risk assessments for use on PS managed and on-site accounts as well as generally increasing the awareness of risk within PS and how it can be managed out.
• Ensure the firm incurs no business upsets; anticipates and mitigates potential risks; performs root cause analysis and action plans to address unanticipated issues or events and adhere to compliance standards.
• Partner with global compliance to ensure teams are meeting our control objectives and adhering to our strategy around compliance.

• Accountability with Exec Leadership for performance against Americas PS revenue and EBITDA targets.
• Partnering with PS Leadership on synergy savings initiatives
• Support CSMs and hold them accountable for the financial performance and targets
• Support business growth and contribute to major client pursuits and pitches as well as support operational teams with client renewal initiatives.