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Strategic Portfolio Manager

2 months ago

Old Toronto, Ontario, Canada BGIS Full time
About the Role

We are seeking a highly experienced and skilled Strategic Portfolio Manager to join our team at BGIS. As a key member of our leadership team, you will be responsible for managing assigned real estate portfolios on a client account, including ownership for overall client relationship, understanding client strategy, managing and overseeing client operating budget and BGIS profit and loss, account management and growth, and service delivery for their portfolio of properties and customers.

Key Responsibilities
  • Client Relationship and Retention
    • Accountable for client relationship and for achieving client satisfaction objectives for their portfolio primarily and to the overall account.
    • Develops and maintains effective relationships with their portfolio clients and portfolio occupants, managing portfolio clients and occupant expectations and ensuring client and customer satisfaction is achieved.
    • Acts as the central point of escalation for issues pertaining to their portfolios. Ensure the Portfolio Director and AVP Client Services are informed and aware of all client escalations.
    • Position level of client representatives with whom this position typically interacts with are at the mid-level and senior management level.
    • Contributes to the account Memorable Customer Experience program.
    • Supports efforts to secure expected L2R scores for the account.
  • Service Delivery and Financial Management
    • Overall ownership for ensuring all client service obligations are met and delivered and that all operational metrics are achieved.
    • Accountable for ensuring work aligns with all requirements including but not limited to environmental, health and safety, and building standard requirements.
    • Collaborates with relevant concerned parties and account team in the continuous identification, development and implementation of innovative solutions to continually deliver value to portfolio's and the client.
    • Collaborates with Enterprise shared services groups to ensure portfolio is receiving optimal operational support for service delivery.
  • Financial Management
    • Manage and monitor of portfolio client and BGIS budgets.
    • Support the Portfolio Director and work with internal and external service line owners to build client and BGIS budget for the Portfolio.
    • Raise to awareness of Portfolio Director any budget concerns.
  • Business Intelligence and Insights
    • Leverages account Business Intelligence tools and dashboard to identify meaningful operational insights for their portfolio.
  • Profitability, Governance and Risk Management
    • Accountable in collaboration with the Portfolio Director for achieving profitability targets through effective planning, leadership, operational, financial and risk management as well as implementation of process and technological improvements.
    • Collaborates with account service delivery leaders and corporate support groups in the continuous identification and implementation of best practices; review, refinement and/or development and implementation of processes, technologies and sustainable practices, leveraging self-perform wherever possible to achieve efficiency gains.
    • Directs the implementation of related enhancements for their portfolio and for the overall account.
    • Collaborates with product line leaders to ensure financial and operational targets are achieved.
  • Governance
    • Contributes to and strictly adheres to all account governance processes and protocols.
    • Ensures their portfolio meets or exceeds all governance requirements.
  • Risk Management
    • Actively contributes to account processes and procedures to mitigate all operational and financial risks.
    • Supports account activities in completing risk management audits and assessments.
  • Strategic Value and Growth
    • Works with Portfolio Director in leading and developing the Strategic Portfolio Plan (SPP), for driving strategic initiatives, innovation and opportunities for improvement, value and services expansion - this will align with account Strategic Account Management Plan (SAM).
    • Continuously engages their portfolio clients in discussions to understand and anticipate needs, specifically in identify additional services.
    • Develops, recommends, implements and directs the execution of strategic and account expansion plans to enable results including but not limited to business growth, achieving and enhancing performance.
    • Collaborates with relevant internal concerned parties to drive value and achieve growth objectives and implement additional services.
    • Provides quarterly value reporting to substantiate value creation to clients.
    • Provides value added recommendations, solutions and thought leadership to the client to enhance portfolio.
    • Accountable for business development for their portfolio and for overall account.
    • Collaborates with relevant concerned parties on business pursuits.
    • Contributes to proposal development, actively attends relevant events in order to establish market presence and contribute to brand awareness, networks to maintain awareness of potential opportunities among other activities to enable business acquisition and expansion.
  • Knowledge and Skills
    • University degree in business administration. MBA would be considered an asset.
    • More than 10 years of business portfolio management and account management work experience.
    • A highly experienced, articulate and professional Business Leader with a proven track record in the following:
    • People Leadership and influencing without formal authority.
    • A high degree of comfort and resiliency with challenging situations, maintains composure with audiences at all levels including those at the executive management position level.
    • Strong understanding of how-to using data and analytics, key metrics to operate their business with appropriate translation of data to information and story telling.
    • Strong and polished presentation skills (including proficient in Power Point).
    • Collaboration with client, enterprise concerned parties to drive integration, relationship and connection.
    • Exceptional Client and Political savvy.
    • Business / Financial acumen of a large business with various functional areas, high volumes of information and competing priorities.
    • Applying client relationship and account management strategies and enabling key relationship with client representatives at all levels - including C-Suit levels.
    • Communicating with, negotiating, influencing and persuading others to achieve desired outcomes including with individuals at the executive management position level.
    • Managing and steering difficult discussions, communicating to gain concerned parties trust to foster good relations.
    • Adapting to new, different or changing requirements, quickly grasps new concepts, adapts and reflects on lessons learned. A very high degree of comfort with ambiguity.
    • Exceptionally adept at analyzing, evaluating and defining problems and challenges, identifying alternatives and making timely decisions.
    • Known for providing creative thought leadership while also listening and engaging others to provide input in the shaping of that vision.

BGIS is an equal opportunity employer and we welcome you to apply for a position with us. If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability.