Account Director Global

Job Title

Account Director Global

Job Description Summary

Job Description

Account Director (Global)

Integrated Facilities Management             

London, UK

Cushman & Wakefield is a global leader in commercial real estate services, helping clients transform the way people work, shop, and live. The firm’s 52,000 employees in more than 60 countries provide deep local and global insights that create significant value for occupiers and investors around the world. Cushman & Wakefield is among the largest commercial real estate services firms with revenues of $5 billion across core services of agency leasing, asset services, capital markets, facilities services (branded C&W Services), global occupier services, investment management (branded DTZ Investors), tenant representation, and valuations & advisory.

Core Responsibilities:

This role requires an extremely dynamic and experienced Account Director to own and manage a global Facilities Management contract.

• Provide strategic direction to client in delivery of FM Operations and Workplace
• Manage and develop the relationship with the key client;
• Ensures strategy is in place, is delivered and is consistent with global client and CW standards;
• Fully understand the client's business and needs. Resource teams to match accordingly and provide strategic direction to client where needs be and seeks to optimise C&W delivery;
• Work with client and C&W global teams to ensure consistent delivery of services in all regions;
• Provide formal and informal management information to demonstrate the performance of the contract against requirements;
• Assume overall accountability for risk management matters from within the business operated
• To provide an in depth understanding of all legal matters and advise clients/tenants/solicitors/colleagues accordingly;
• Accountable for putting strategic plans in place that ensure a fully integrated operating model that maintains a ‘stickiness’ giving B.com the confidence to further extend our contract.
• Communicate the strategic plan and provide clear direction and development for the account based team;
• Use own knowledge of clients strategy and sector together with industry expertise to identify and lead opportunities to sell complete suite of C&W services

Principles Responsibilities:

• Act as C&W Account based lead across the global account;
• Develop an early understanding of the client’s business and needs and be comfortable giving advice on developing consistency in FM and other associated C&W services across the Global portfolio;
• Complete a due diligence and gap analysis exercise on existing supply chain and statutory compliance;
• Complete supply chain evaluation and recommendations to achieve consistency of service across portfolio;
• Fully understand the GMP contract mechanism and ongoing review of Out of Scope works;
• Drive Management and Service improvement across B.com’s global portfolio;
• Provide advice to clients on risk management matters including new locations included through acquisition of new businesses;
• Understand importance of Business Continuity Management and how FM supports key client business functions;
• Provide advice to client on sustainability matters. Understand and maintain awareness of latest industry
• Proactively work with IFM Procurement to manage and evaluate supplier contracts and where applicable tendering contracts to improve service levels;
• Understand the service lines of the wider business. Put forward C&W's other services to clients on managed properties (e.g. HS&E support, project management, tenancy support); and
• Generate and implements improvements through periodic review of the account structure and supply chain
• Maintain continuous communication with Regional FM’s to ensure all escalation matters are dealt with as quickly as possible;
• Ensure Monthly Management reports are provided by Regional FM’s and that Quarterly Business reviews are presented to the key client;
• Ensure Annual Business Reviews and forward Account Plans are completed and presented to the client at the end of each contract year;
• Preparing budgets to ensure service levels are maintained as per client requirements and any savings and initiatives are captured; and
• Planning for future development in line with strategic business
• objectives

Qualities and Personal Attributes: Essential (unless noted as Desirable)

Business Generation, Execution and/or enablement

• Uses knowledge of the business, along with relevant systems and procedures to support others and contribute to company and client objectives in achieving their financial, business and client goals.
• Pursues opportunities to learn more about CW commercial environment.
• Uses all available internal resources, systems and tools to help increase team productivity.
• Builds the brand by seeking opportunities to promote the CW brand through everyday interactions that contribute to the brand image.
• Identifies and improves processes, systems and work products to continually exceed internal and external client expectations.
• Identifies solutions that reduce expenses.
• Seeks assignments and welcomes challenging activities.
• Delivers innovation by looking for and suggesting new ways to differentiate CW services from the competition.
• Demonstrates a spirit to win by showing initiative in identifying, recommending and pursuing new opportunities.
• Achieves the business plan by applying relevant systems, procedures, business knowledge to maximise resources and deliver role objectives.
• Delivers against personal targets and builds a pipeline of work for the future. Where applicable, drives team to deliver high performance.
• Maintains awareness of business performance and competitor activity. Interprets available information quickly and accurately to determine the best course of action.
• Thinks commercially. Demonstrates an awareness of cost management and delivering a return on revenue. Drives business efficiency and profitability and considers the stakeholder impact and financial consequences of decisions.
• Takes accountability for executing plans, delivering objectives and achieving business results.
• Addresses issues quickly, makes informed decisions and takes ownership regardless of the outcome.
• Uses stakeholder and market insights to develop and shape ideas for services and products.
• Ensures the commercial viability of new services and products. Pays attention to quality and cost ensuring timely remedial action, where necessary.
• Evaluates the long-term implications and the impact of local issues, legislative and regulatory conditions on the broader business.
• Demonstrates personal drive and resilience in the face of obstacles.
• Demonstrates knowledge of the wider business and creates opportunities for others to promote products and services internally and externally.
• Thinks longer term (2-3 years) for their business area.
• Leverages internal network to identify opportunities for collaboration with other areas of the business.
• Integrates different stakeholder perspectives to develop mutually beneficial strategies.

Leadership and Management

• Creates collaborative opportunities and communicates proactively with all relevant levels of the organisation to obtain and share information.
• Appreciates diversity, recognising the needs and welcomes the unique contribution of all colleagues and clients.
• Understands the client’s needs by actively listens to requests from internal and external clients and provides timely assistance with careful attention to detail and effective solutions.
• Enables performance by encouraging and supporting peers, colleagues and team through constructive feedback, workload management and transfer of knowledge.
• Owns own development by building own skills by consistently pursing growth opportunities; seeks a mentor and is willing to coach colleagues.
• Supports and implements change by embracing change and take action to fulfil new plans or changes in directions; revaluates existing processes.
• Acts as the client and vendor relationship manager and develops client and vendor engagement.
• Courageous by sharing timely and tactful opinions and sharing constructive feedback to others.
• Supports and develops early talent.
• Demonstrates personal leadership by prioritising their own workload to accomplish duties effectively; obtains assistance from others as needed.
• Creates an environment which enables individuals and teams to perform at their best.
• Communicates expectations and agrees clear performance standards, addresses performance issues promptly and fairly
• Understands the motivations of different people and adapts leadership style accordingly.
• Adjusts style to fit the audience and the mesB.com and clearly articulates the way forward despite any ambiguity.
• Comfortably confronts and works through conflict looking for win-win outcomes.
• Role models the values of the company, ensuring consistency between own words and actions. Displays a positive and focused outlook even in difficult circumstances and sets an example for others to follow.
• Recognizes talent and supports an environment that best utilizes and enhances employees’ skills. Educates others on broader global and commercial issues to help guide their decisions.
• Recognizes impact of change and quickly adapts to changing conditions in the market or business environment and other unexpected obstacles
• Acts as conduit to help Partners/Directors appreciate how others in the team are feeling. Will proactively challenge inaccurate assumptions and present compelling arguments to persuade others.
• Proactively manages the impact of change on others. Identifies and addresses barriers that could impact the positive outcomes of change through presenting persuasive arguments.

Trusted Advisor and Expert

• Decisive and addresses issues/queries quickly and accurately that clients value.
• Makes informed decisions and takes responsibility for outcomes.
• Supports colleagues in meeting the client’s needs.
• Establishes credibility by staying current in own field and pursues opportunities to demonstrate expertise (SME) and share knowledge.
• Communicates proactively with all relevant levels of the organisation to obtain and share information.
• Uses knowledge of their client and their objectives to deliver excellent service through timely and effective solutions. Leverages deep local and global knowledge to create significant value for clients.
• Continues to develop understanding and expertise in chosen field, keeps up to date with
• business performance, competitor activity and market trends.
• Utilizes technology to drive competitive advantage.
• Guides clients on industry and market challenges; involves other experts when necessary
• Actively develops relationships with key stakeholders both internally and externally,
• interpreting the stakeholder’s objectives, success criteria and operating environment and
• responds accordingly to drive satisfaction.
• Actively seeks stakeholder feedback to identify and resolve issues before escalation.
• Creates open, two-way communication with clients and stakeholders. Balances both client needs and business outcomes and always delivers on promises.
• Relates to a range of people from diverse cultures and backgrounds. Leverages these
• relationships to unlock the potential that diversity offers to clients and stakeholders.
• Demonstrates to their clients the strength and benefits of C&W allowing business retention and growth.

Qualifications

• AssocRICS/MRICS
• BIFM Level 6 or 7
• Corporate training programmes developed by hospitality/Facilities Management organisations.
• Experience in Facilities Management and or the Hospitality sector
• Experience in operating a global account

Knowledge

• Commercial awareness relating to a GMP contract
• FM processes and best practice;
• Health & Safety legislation relevant to FM industry;
• Supply chain management

Skill and Experience

• Excellent communication, presentation and negotiation skills;
• Remote management of a multi-region team and client base;
• Operational ability and strategic awareness to deliver services in an outsourcing scenario;
• Management of service delivery through a Managed Service model;
• Management of an operational budget in a GMP contract scenario and clear understanding of P&L accounts; and
• Developing strong client relationships in a challenging environment

We foster a culture of inclusion that embraces the unique strengths, perspectives, and experiences of all our employees. We firmly believe that our diversity enhances our team's capabilities, leading to improved decision-making, innovation, and business outcomes.

 

 

 

INCO: “Cushman & Wakefield”