Summary of Job:

Reporting to the VP of Global Operational Support this position is responsible for the oversight of various customer service business shared services teams. The role carries responsibility for high levels of customer service, very good analytical evaluation, metric reporting, capacity modeling and working with teams in multiple locations across the globe including the US, UK and India.

This position requires a diverse individual familiar with working in a matrixed reporting environment to setup newly created shared services functions, establish clear operating processes and instructions, hire Employees, train the Employees locally and report out on the operating metrics to multiple levels of management including senior leaders and above in the organization.

The successful candidate will possess superior collaboration skills to successfully work with all levels and departments in the organization to include Client Services, Supply Chain Management, Information Technology and Client Accounting/Finance.

Principal Accountabilities:

Management

• Establish meaningful performance objectives that align with organizational strategy
• Provide Employee feedback in monthly (at a minimum) 1:1 sessions: Honestly evaluate, document, and discuss each direct report's progress toward objectives and achievement of results on a monthly basis.
• Perform mid-year and annual performance appraisals
• Does not let performance problems linger and takes action promptly
• Ensure adequate staffing, resources, training and coaching
• Provide appropriate rewards and recognition for achievement of stated objectives
• Ensure appropriate succession plan is completed and updated on an annual basis
• Ensure transparency within department through open communication and regular team meetings
• Respond positively to evolving and changing business environment by both seeking and incorporating feedback and demonstrating the ability to adapt, while keeping a positive attitude
• Manage to appropriate staffing levels and ensure volumes matches capacity
• Manage department activities within the defined budget parameter
• Identify opportunities to reduce cost while providing consistent level of support
• Regular report out of workload and capacity
• Regular report out of SLA’s against actual

Customer Service

• Superior ability to Identify and understand customer needs and address them in a timely manner
• Address escalations timely and with superior professionalism with a customer \ client mindset
• Adhere to the Brookfield GRS core competencies at all times

Tasks

• Lead the development and management of all deliverables needed to establish new teams to include but not limited to: detailed project plan/timeline, action log, meeting notes, process/procedures and forms documentation, etc.

• Direct the development of practical and creative solutions to complex problems, fully addressing systems, rules, procedures, quality, controls and metrics

• Lead the team to complete process analysis, design/redesign of processes to ensure that they are customer and client focused, consistent, effective and efficient and in compliance with Brookfield GRS standards.
• Develop and implement operations metrics and reporting to assess and monitor implementation efficiency and performance results
• Develop and manage a strong change management plan to gain support from other departments as work is transitioned from a decentralized to a centralized model
• Montior the transition of the newly established teams and ensure accountability for:
• Requests are worked in a timely manner and ensuring that the workload is evenly balanced across the team
• Data is accurate and efficiently entered using a wide range of monitoring tools
• Strict adherence to data integrity by the team, ensuring that data is entered correctly, with respect to the operational, client services and reporting needs of Brookfield GRS
• Process documents are updated on a regular basis and stored in a location that can be access by all members of the team
• Work queue’s are addressed timely and no items aged over standard
• Special projects as assigned

Core Competencies:

• Contribute to the department objectives and support company initiatives
• Global mindset
• Client and customer focused
• Impeccable levels of internal and external customer service demonstrated through words and actions
• Ability to work cohesively in a team environment
• Excellent communication, presentation, problem solving and analytical skills
• Successfully prioritize and drive forward multiple projects simultaneously
• Takes intelligent risks, thinks independently and adapts quickly to a rapidly changing environment
• Solid problem solving/decision making skills
• Demonstrate exceptional attention to detail
• Strong interpersonal skills at all levels of the business
• Ability to elicit cooperation from all levels of the organization including Senior Leadership
• Demonstrates resilience when faced with obstacles, adapts to new information and executes plans

Job Qualifications:

• Minimum of 5 - 10 years of People leadership of direct and indirect reports with a large organization
• BA/BS degree
• 5+ years experience in process and \ or project management
• Strong leadership skills; Ability to lead group of diverse individuals in a high performance team
• Proficient in Microsoft Windows environment (Excel, Word, PowerPoint, SharePoint, Visio)
• Being a leader and point of responsibility within the Team, acting as an advocate for the team by demonstrating fairness, professionalism and customer focus at all times
• Related relocation industry knowledge a plus
• International experience with direct \ indirect reports in multiple locations across the world
• Superior business acumen, analytical focus and attention to detail (superior e-mail etiquette, effective and polished communication skills both written and verbal, responsive to inquiries/requests)
• Superior presentation skills
• Excellent collaboration and relationship building skills; Ability to establish and maintain relationships with individuals at all levels