Managing Director & Head of Canada Operations

About the Role

The Managing Director, Head of Canada Operations is a senior leader within CBRE's Canadian Property Management business. The role develops and implements the strategic direction of the Canadian property management platform and is accountable to clients and to CBRE Executive Leadership for operational, financial, and service delivery performance across the Canadian portfolio, including for CBRE's largest property management client.

This job is part of the Property Management job function, responsible for operating buildings on behalf of a client or group.

Reporting to the Executive Managing Director, the role will:

• Lead three Senior Directors of Operations across CBRE's Canadian Investor Portfolio Management (IPM) and local business and, through them, all Property Management and Operations teams across Canada.
• Build, maintain and manage a cohesive, diverse leadership team dedicated to ongoing improvement of the service delivery platform and client relationships.
• Identify opportunities to transform operations to deliver improved efficiency and value to the portfolio and clients.
• Build and sustain relationships in the community and within the industry.

What You'll Do

Builds Talent and Leads Teams

• Provides formal supervision to the Senior Directors of Operations and their leadership teams. Monitors training and development, conducts performance evaluations, and oversees recruiting and hiring across the Canadian platform.
• Leads by example, modeling behaviors consistent with our RISE values, to earn the respect and trust of peers, employees and clients.
• Recognizes expertise and empowers peers and employees to build a dynamic team that is viewed by others as highly productive, capable and the best in the industry.
• Implements career development and succession plans while creating a more diverse organization.
• Provides mentorship for management and non-management colleagues.
• Demonstrates and supports a healthy balance between work and lifestyle.

Drives Client Relationship Management

• Builds and maintains excellent relationships with client leadership and asset management teams at the national level.
• Employs a diagnostic and data-driven approach to determine and deliver differentiated solutions.
• Collaborates with the account leadership team to develop and implement a plan to retain the existing portfolio and to acquire new clients and markets.
• Reviews and negotiates business terms of highly complex real estate contracts.

Drives for Results

• Develop platform strategies, priorities, objectives, and the annual budget for the Canadian PM business.
• Responsible for the short and long-term growth and profitability of the Canadian platform.
• Deliver Canadian operations to achieve annually agreed contractual performance metrics.
• Assure that operations across every Canadian region are executed efficiently and cost effectively. Develop strong insight into performance against plan and other operational objectives.
• Execute best-in-class service delivery with respect to all aspects of Property Management including, but not limited to, engineering, accounting, security, life safety and disaster recovery.
• Identify and solve multi-dimensional, complex, operational, and organizational problems by leveraging the appropriate resources within or outside the region.

Communicates Effectively

• Guides the exchange of sensitive, complicated, and difficult information, conveys performance expectations, and handles problems.
• Prepares, evaluates, and presents periodic activity reports and account reviews to executive management and clients.
• Shapes opinion and negotiates with senior management and external stakeholders, guided by the organization's functional strategy.
• Serves as the "face of CBRE" in the local and national business community. Serves as a key industry and business spokesperson to the community and the industry.
• Able to foster a strong service orientation and an "advisory or partner role" in client, management, and employee relationships.
• Communicates regularly with employees and senior leadership to share business updates, company vision, and platform priorities.

Understands Business and Displays Commercial Acumen

• Repeatedly demonstrates strong business acumen and positively impacts CBRE's contract financial performance.
• Evaluates industry and business trends and analyzes financial performance indicators for potential impact on operations, and responds with the necessary business changes.
• Applies mastery knowledge of the property management function, together with business and commercial expertise, to differentiate CBRE from the competition and drive performance.
• Identifies business growth opportunities across the Canadian portfolio and works with the team to secure them.

Executes on Innovation and Change

• Evaluates key business challenges across functions and organizations, and directs the development of new or innovative solutions across job disciplines and functions.
• Contributes to defining the direction for products, processes, standards, and business plans based on business strategy.
• Effectively manages and leads the team through change. Serves as a change agent for business improvements and develops buy-in and support for new initiatives and processes.

Enterprise Executive Responsibilities

The Managing Director, Head of Canada Operations is an Enterprise Executive position and is therefore expected to carry out the additional duties and responsibilities listed below:

• Challenges upward, as appropriate, but understands, communicates and defends the Company's aspirations, strategy and culture across the enterprise.
• Assures appropriate aspirations for the part of the business you oversee, and drives a mindset through your organization that all aspects of your business will be exceptional, including talent, products, culture, financial performance and employee engagement.
• Provides superior outcomes to the Company's clients, employees and shareholders, and ties personal and organizational rewards to achieving these outcomes.
• Has a deep knowledge of the talent in the organization, always maintaining a reasonable succession plan for the most senior roles and developing leaders who are demonstrably ready to succeed to those roles. Continuously ensures that the person holding every key position in your organization is performing to the standards of the position.
• Effectively manages risk in the business, focusing intently on risks identified through the Company's enterprise risk management process.
• Promotes the interests of the entire enterprise, not just the portion you oversee.
• Creates an environment where supporting other parts of CBRE is enthusiastically embraced, and directly addresses any behavior to the contrary.
• Measures the effectiveness of your efforts with facts and data, not storytelling, and promotes a sense of accountability across the enterprise.
• Understands how other parts of the business work, and runs all parts of the business as they are intended.
• Provides honest input, whether you support or oppose a decision, and when the executive team decides, supports the company decision fully.