Senior Manager or Director

Job Description

• Establish the vision and strategy of the account, ensuring alignment with client goals and objectives.
• Create and drive the account annual business plan to deliver high quality results and maximize value to the client and Hines.
• Approve long-term strategic plans and forecasting for all buildings.
• Maintain effective communication on significant matters with and between all functional areas of the account team and the service delivery team.
• Lead the account leadership team and work with leaders to create an inspiring team environment.
• Understand and effectively communicate the vision, mission, and value propositions of Hines.
• Directly manage multiple senior leaders.

• Oversee the implementation and superior delivery of all contracted deliverables.
• Ensure the successful management of scope expansion and renewal activities.
• Ensure fulfillment of vendor contracts as agent for the client and sets the tone and culture for the way Hines delivers services.
• Accommodate, plan, and integrate portfolio expansion and contraction into service delivery.
• Ensure key performance and service level targets are met and fee reward is maximized.

• Manage the client relationship, acting as a trusted advisor and strategic partner for the client.
• Create alignment between client needs and organizational delivery.
• Meet regularly with client partner to provide routine updates, resolve issues, and solicit feedback.
• Interpret client needs and strategically identify new value-add services and opportunities.
• Influence the client’s planning and budgeting process to enhance value and optimize performance.
• Act as the primary point of contact for communication to and from the senior client representative.
• Oversee risk mitigation and dispute resolution for client and Hines.
• Supports execution of client’s business through the development and execution of an Account Business Plan and Operating Budget.
• Adhere to customer and internal reporting requirements.

• Oversee account profit and loss and achievement of financial goals
• Ensure that fixed compensation services are realized and variable compensation opportunities are maximized to improve business unit and company profitability.
• Provide leadership and direction to support existing program retention and account growth.
• Engage with the Hines FM Corporate Platform on a regular basis to leverage the broader Hines expertise as part of delivering an integrated set of services.
• Remain informed of industry trends and activities and bring innovations to the client and Hines; bring leading practices and/or innovations developed on the account to the firm.

• Bachelor’s degree from an accredited institution or equivalent work experience required.
• Fifteen or more years of facilities management experience required.
• Experience mentoring others, building, leading, and mentoring teams.
• Experience acting as the highest-level relationship owner to a client, preferred.
• Strong people first leader; Inclusive, respectful, approachable and team oriented
• Ability to meet and inspire others to achieve a standard of excellence with our work processes and outcomes while honoring Hines' Standards, client policies, and all regulatory requirements
• Demonstrated impeccable judgement.
• Real estate and facilities management fluency.
• High degree of integrity and sincerity with the ability to inspire confidence.
• Project and team leadership.
• Real estate and facilities management fluency.
• Client, account, and firm leadership.
• Assuring a safe environment for work.
• Interpersonal and communication skills.
• Ability to develop positive relationships.
• Financial management.
• Certified Facility Manager or similar credential preferred.
• Strict adherence to non-disclosure agreements and a high degree of confidentiality.
• Ability to comply with client health and safety protocols.
• Ability to manually lift 30 lbs.
• Ability to climb up and down stairs, access restrictive openings, and perform emergency procedures.
• Use olfactory, auditory, and visual senses to inspect buildings and detect emergency alarms.
• Be flexible and available to meet during various time zones in support of the client’s portfolio and address after-hours situations as necessary.
• Domestic travel may be required up to 25% of the time.