People Services Account Manager Full Time

CBRE Central Functions
CBRE is the global leader in real estate services and leverages the industry’s most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

People Services Account Manager
We are seeking a dynamic and results-oriented Account Manager to join our world-class London People Service Centre (PSC). The ideal candidate will be responsible for managing our UK & Ireland client accounts, providing service delivery to an employee population of over 14,000, fostering positive relationships, and ensuring customer satisfaction. This position will involve overseeing a small team of direct reports and collaborating with cross-functional teams to ensure client satisfaction and business success.

The purpose of the role is to serve as the main point of contact for all client communications and inquires. This role will partner with the business to ensure the People PSC function provides world class service. Together with a reduced team of Analysts, the Account Manager will manage the most complex day-to-day operational activities of the PSC team, adhering to SLAs and complying with statutory requirements. This is a hybrid role with a minimum of 2 days a week in the London office.

Responsibilities

• Build and maintain relationships with key stakeholders, through regular and open communications, including attendance at key meetings to represent the People PSC agenda
• Share activities and capacity with key stakeholders and inform the PSC Director of upcoming activities that may lead to increase in demand.
• Monitor and work on tickets assigned to the account, ensuring adherence to SLAs. Preparing regular reports and updates
• Be the “face” of the PSC function, challenging local People BPs on areas of improvement to make the ongoing operations of the PSC smoother. Equally working with the PSC teams to ensure changes and managed and incorporated into processes
• Presenting at local meetings and having a presence that allows being to keep close to the ongoing requirements as well as being able to keep very close to the service delivered
• Share ideas and feedback on improving the customer experience. Act on any feedback received and put in place action plans to address areas of concern to enhance customer satisfaction and SLAs/KPIs
• Identify training needs for the People PSC and ensure SOPs and procedures are developed and maintained
• Monitor and resolve non-compliance and critical management issues to resolution, escalating as appropriate
• Investigate root causes of escalations/issues and work with the business enablement team and other functions as required to implement process changes or improvements
• calate issues to the Director of PSC and to the relevant People Business Partners and Centres of Excellence, in line with the agreed-upon escalation matrix
• Update People PSC processes and procedures in line with any Employment Legislation changes and manage the team readiness to adopt new process tasks
• Support with internal and external audits, ensuring compliance of all processes and work instructions
• Own and participate in various People Projects as required, providing subject matter expertise and operations input to requirements

Person Specification

• Experience of working in a People Shared Services team
• Strong stakeholder management and relationship building skills
• Ability to influence and persuade across all levels of seniority
• Strong leadership, coaching and mentoring skills
• Excellent analytical and problem-solving skills
• Excellent customer service skills
• High level of accuracy and attention to detail essential
• Exceptional written and verbal communication skills
• Good organisation, prioritisation, and multitasking skills
• Strong interpersonal skills
• High level of PC/database skills, including Microsoft Office

Equal Opportunities
We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.