Director, Portfolio Administration, PSC

Job Title
Director, Portfolio Administration, PSC

Summary
Portfolio Administration Regional Leader

Position Overview:
Cushman & Wakefield is seeking a dynamic and experienced Regional Leader in Portfolio Administration (Lease Administration) to join our senior executive team. Reporting directly to the Global Head of Portfolio Administration, this pivotal role oversees regional lease administration operations for numerous corporate clients who have outsourced their activities to Cushman & Wakefield.
The ideal candidate will excel in client relationship management, drive revenue growth, support business development, and ensure operational excellence.
In this role, you will act as the primary liaison for internal stakeholders and functional leaders, ensuring seamless communication and collaboration. Your commitment to maintaining the highest level of customer service will be paramount, as you engage with internal and external clients. You will ensure that all operations are executed to the highest industry standards, consistently delivering exceptional results and upholding the reputation of our services. Your leadership will be instrumental in fostering a culture of excellence and continuous improvement within the team.
Key ResponsibilitiesClient Relationship Management

• Develop and maintain strong relationships with key clients in your region.
• Act as the primary point of contact for regional clients, ensuring high levels of satisfaction and addressing any concerns promptly.
• Collaborate with clients to understand their needs and provide tailored lease administration solutions.
• Ensure high levels of client satisfaction through exceptional service delivery.
• Conduct regular client feedback sessions to identify areas for improvement and implement necessary changes.
• Develop and cultivate customer relationships for long-term business opportunities.

• Identify and pursue opportunities to expand services and increase revenue within the region.
• Develop and implement strategies to achieve financial targets and drive business growth.
• Support the business development team in acquiring new clients and expanding existing accounts as part of a Win, Keep, Grow strategy.
• Participate in client presentations and negotiations to highlight C&W's lease administration capabilities.
• Provide strategic and tactical decisions of the business unit, including the identification of product line expansion/diversification opportunities.

• Oversee regional budgeting and financial planning processes. Ensure profitability on all accounts in your region.
• Monitor financial performance and implement corrective actions to ensure budgetary compliance.
• Review financial performance reports, annual budgets, and other financial documents.
• Deliver budgeted financial targets and other standards outlined in approved business plans for accounts within the region.

• Lead, mentor, and develop a high-performing lease administration team.
• Foster a collaborative and inclusive team culture that promotes professional growth and development.
• Manage a group of direct reports and 3rd party providers between 3-10 people.
• Recruit, retain, and develop top talent within the lease administration team.
• Implement performance management practices to ensure team members meet and exceed expectations.
• Establish and monitor key performance indicators (KPIs) to assess team and individual performance.
• Provide regular performance reports to the Global Head of Lease Administration.

• Promote and implement industry best practices within the lease administration function.
• Serve as a thought leader, sharing insights and trends with clients and internal stakeholders.
• Develop and recommend department operations policy; provide strategic leadership within the department.

• Ensure efficient and effective lease administration processes and systems.
• Continuously improve operational workflows to enhance service delivery and client satisfaction.
• Maintain a track record of value creation and contribute to profitable/cost-effective operations.

• Address and resolve any operational or client-related issues promptly and effectively.
• Implement proactive measures to prevent recurring issues and enhance service quality.
• Participate in Root Cause Analyses and take action to mitigate future occurrences.
• Ensure zero business upsets to our clients that might result in a financial claim against C&W.

• Bachelor's degree in Business Administration, Real Estate, Finance, or a related field; MBA preferred
• 10+ years' experience in lease administration, real estate management, or a related field
• Understanding of the lease administration function, ideally with multiple industry sector clients and clients of various maturity levels/buying patterns
• Proven track record of leadership and team management
• Strong financial acumen and experience with budgeting and financial planning
• Excellent oral and written communication skills, presentation skills
• Strong relationship management and interpersonal skills; team-oriented
• Ability to listen and discern client and account needs and make effective presentations on complex topics
• Ability to motivate and negotiate effectively with key employees, senior management, and client groups
• Demonstrated ability to solve complex problems and deliver a variety of options in complex situations