FM Helpdesk Supervisor

JOB SUMMARY

Leads a team responsible for ensuring the operational results of their accounts are achieved through the effective management of all service delivery resources. Partners with relevant departments to determine both tactical and strategic operational plans, and effectively communicates the operational approach with all appropriate stakeholders. Ensures operational efficiency and quality service of the team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Collaborating with internal departments to gather, analyze, and interpret relevant financial data
• Receiving, processing, verifying, and reconciling invoices
• Comparing system reports to balances and verifying entries
• Charging expenses to accounts and cost centers, as well as controlling petty cash spending
• Verifying vendor accounts, paying vendors, and resolving purchase order, invoice, or payment discrepancies
• Issuing purchase order amendments and stop payments
• Schedules pay checks and ensuring payment is received for outstanding credit; generally responding to all vendor enquiries regarding finance
• Monitoring payroll expense claims, including salary advances, and overtime payments
• Reconciling account transactions with the general ledger
• Performing recordkeeping, preparing financial reports, analyses of accounts and producing periodic reports (daily, weekly, monthly, and other defined cadence)
• Keeping informed of regulatory requirements and best practices within CBRE and externally
• Provide backup for vendor AP and other functions within the expense team as needed

SUPERVISORY RESPONSIBILITIES

• Manage, drive, and develop team members and acts as the Single Point of Contact (SPOC) for the country and affiliate assignment
• Provides guidance, training, and motivation as necessary to develop team members
• Hires, evaluates, and counsels team members; Lead, mentor, and inspire the team in the competencies, knowledge, and behaviors required to achieve set operational tasks and targets
• Provide training, coaching, and feedback as applicable to assist team members to achieve full competence in their role as well as deliver quality service to clients
• Follows corporate disciplinary procedures per established standards as required
• Sets performance standards, reviews performance, provides feedback, and recommends wage increases in accordance with all applicable Human Resources policies and procedures
• Exhibits effective internal and external client relationship management as demonstrated through but not limited to email, phone, and face-to-face interaction with the team and business partner's management team
• Builds strategic relationships across sites and divisions; welcomes debate and is collaborative
• Identifies and creates awareness around intraday, daily, and week ahead staffing opportunities by making recommendations for maximizing resource utilization for the purpose of achieving the desired service level outcome
• Leverage knowledge, collaborates and influences clients to help drive process improvements
• Maintains awareness of business goals, initiatives, and priorities to ensure that appropriate operational considerations are being made when planning for the next day, week, and/or month
• Demonstrates functional knowledge and expertise of all workforce management systems, so that they may determine more effective ways to utilize the tools, and where appropriate, adequately support the team
• Maintains an awareness around external forces (industry related news) that could drive phone volumes and impact clients
• Maintains effective peer working relationships to share best practices and foster collaboration across client teams
• Supports and assists all contingency events related to loss of people, building, and/or systems and communicates as needed to clients. Complies with all corporate information security standards
• Manages timing and scheduling of all phone and non-phone activities including, but not limited to contingency plans, phone coverage, and AHOD initiatives
• Generates a variety of standard and ad hoc reports for management regarding Global Helpdesk operations
• Develops team members by setting aggressive goals, rewarding progress, and holding team member and self accountable to the standards of their role
• Participates in special projects and performs other duties as assigned
• Provide training, coaching, and feedback as applicable to assist team members to achieve full competence in their role as well as deliver quality service to clients
• Conduct induction for new team members and provide training on policies and procedures as required
• Effectively implement process improvement initiatives where required to improve procedures and processes
• Generate, publish, and analyze operational reports on defined frequencies
• Conduct internal and client business reviews to discuss performance, manage metrics, and drive customer experience
• Identify required competencies and responsible for talent mobility to meet the demands of the business
• Manage recruitment and retention process to ensure that the assigned scope is properly staffed
• Responsible for driving continuous improvement initiatives to optimize operations and deliver business value

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

• Bachelor's degree (BA/BS) from 4-year college or university required
• Experience of 3 to 5 years in a Shared Services Center or Business Process Outsourcing environment, particularly in call center operations experience or call center management experience, quality management
• Microsoft Office proficient
• Understanding of basic ISO and other external audit standards as relevant
• Intermediate to advanced knowledge in Excel
• Knowledge of PowerBI, Salesforce, Peoplesoft, ServiceNow will be added advantage

Company Perks and Benefits:

• Government Mandated Benefits
• Hybrid Work Setup
• Paid Leaves (15 SL and 15 VL annually)
• HMO with up to three free dependents
• Life Insurance
• Annual Performance Bonus
• Annual Merit Increase

Why CBRE Business Services Organization (BSO):

• When you join CBRE Business services Organization (BSO), you become part of a global leader in commercial real estate and investment services that help businesses and people thrive.
• At CBRE- Business services Organization (BSO), Our ambitious is for growth plan creating the space for dynamic colleagues to build a non-linear career path.
• CBRE Business Services Organization (BSO) fosters a culture where we share commitment to excellence and believe the best work happens in connected communities where respect for each other is foundational.

CBRE Business Services Organization (BSO) is a part of CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Dallas, is the world's largest commercial real estate services and investment firm (based on 2022 revenue). The company has approximately 130,000 employees serving clients in more than 100 countries. CBRE serves a diverse range of clients with an integrated suite of services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services. With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.