Portfolio Manager

2 months ago

Ottawa, Canada Serco North America Full time

Position Description:
**SUMMARY/PURPOSE**:

- The Portfolio Manager is accountable for all services on the account including safety and security-related matters, client relationship management, risk management, supports governance and execution of service delivery performance measurement processes, manages customer relationship and performance, liaises with corporate support teams to facilitate corporate support matters on behalf of assigned account, people management, project management, and implementation and identification of continuous improvement and innovative opportunities.
- Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to Code of Conduct and Ethics, Serco Management System, PDR’s, etc.

**KEY RESPONSIBILITIES**:

- Provide day-to-day functional support, guidance and information to Team Members and Account management.
- Lead, coordinate and assist with special function as assigned.
- Organize, coordinate and document manager meetings, including meeting minutes, project tracking updates, action logs and all required follow-up.
- Prepare communications, presentations, agendas, minutes and spreadsheets for specific projects and assignments.
- Researches and compiles data related to functional groups and support.
- Analyze Key Performance Indicators (KPIs) to deliver actionable insights.
- May be responsible for the collection of technical data and the maintenance of databases
- Responsible for all aspects of delivery for the portfolio of buildings for which they are accountable, including projects on those buildings and Tenant Facilities Management delivery.
- Champions tenant needs to the Customer Experience Manager and Tenant Services Manager for services in their portfolio.
- Works with Projects Manager to develop the Program of Projects and schedules projects within their portfolio to minimize disruption to tenants.
- Responsible for working with tenants to conduct space optimization reviews.
- Generates regular and ad hoc reports for the account, as required.
- Develops, implements and updates procedures pertaining to functional area.
- May support quality assurance inspections of portfolio properties to ensure service delivery meets or exceeds contractual requirements.
- Must be able to organize their schedule to ensure that contract deliverable dates are met.
- Execute field audits and measurement of key programs.
- Must be able to evaluate and escalate service requests based on a pre-determined prioritization criteria.
- Recommendations and decisions will be made with the Client’s best interest in mind.
- Other duties as assigned.
- Maintain strong working relationships with key external stakeholders collaborate with corporate groups and other external stakeholders.
- Other related duties relevant to this position as may be required.
- Comply with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality..When required, cross-train peer(s) to complete relevant tasks (e.g. vacation coverage, perform Acting duties.

Qualifications:
**EDUCATION /CERTIFICATIONS**:

- Requires bachelor's degree in a related discipline.
- Minimum of 5-7 years of experience.
- Certifications in Quality Management (e.g., Six Sigma, ISO 9001) are highly desirable.
- Strong computer skills
- Strong written and verbal communication skills
- Proven analytical skills and problem solving ability
- Exposure to Access, Maximo, Oracle, and Crystal Reports is beneficial
- Excellent time management skills
- Confidentiality and discretion as will be exposed to highly confidential information
- Valid Class G Driver’s License is required.
- Ability to obtain and maintain Secret Level II security clearance is required.

**KNOWLEDGE and EXPERENCE**
- Ability to adapt to, and work effectively within, a variety of situations, and with various individuals or groups
- Over five years of experience in strategic analysis, business analysis, or continuous improvement in property management, facilities management is an asset
- Possess a continuous improvement and quality mindset, with a desire to incorporate best practices and technologies to optimize project delivery and client value.
- Proficient in large relational databases, reporting tools, MS Office (including MS Access and MS Excel), SharePoint, and MS Power Platform tools, with the ability to quickly learn new information management systems.
- Skilled in using Business Intelligence tools such as Power BI and creating internal and external dashboards.
- Experience of leading and developing major operations, with a strong service and assurance focus

**SKILLS/Competencies (Interpersonal Communication, Financial, Managerial, Problem solving)**:

- Strategic planning
- Property management
- Regulatory compliance
- Project management
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.

Comp

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