Job Description

Areas of Interest

Data & Analytics, Project Management

Location(s)

Glasgow - Scotland - United Kingdom of Great Britain and Northern Ireland, London - England - United Kingdom of Great Britain and Northern Ireland

POSITION TITLE (Yardi) Commercial Management - Support Team Leader

POSITION SUMMARY

Reporting into Financial Systems Director in CBRE Property Management in Europe, this role is required to own the level 1 and 2 support functions on the Yardi Voyager technology platforms for Property Management & Accounting teams in approximately 12 countries.

The role ensures Yardi Voyager can deliver Property Management and Accounting solutions for all countries using the platforms. As a team leader you are responsible for ensuring the ticket management of the platforms is robust and effective, and the team is lead effectively and trained to a high level.

You will be joining a diverse team of technical, operational, and business analysis skills, and a wealth of experience within the sector.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsibilities:

\xc2\xb7 Manages, coaches, and trains a team of Yardi support staff

\xc2\xb7 Implements and enforces systems, policies, procedures, and organizational standards

\xc2\xb7 Provides tiered Yardi technology support for end users. Gathers and reports on support metrics to identify trends that warrant attention

\xc2\xb7 Produces key performance indicators to all relevant stakeholders with accompanying presentations and documentation

\xc2\xb7 Identifies improvements to the system that support strategic business objectives both regionally and globally

\xc2\xb7 Supports and maintains Yardi systems. Works with vendors/clients to deliver updates and resolve issues

\xc2\xb7 Research and designs Yardi application development enhances service standards

\xc2\xb7 Serves as the Yardi technology liaison for the area of responsibility for internal and external clients

\xc2\xb7 Oversees Yardi technology for client incidents and requests to ensure reported issues are resolved

\xc2\xb7 Provides quality service by enforcing quality and customer service standards

\xc2\xb7 Interviews / hires new resources into CBRE for the roles of Application Analysts

\xc2\xb7 Ensures staff appropriately document their work

\xc2\xb7 Is responsible for the overall Service Catalogue

\xc2\xb7 Supports platform upgrades

\xc2\xb7 Develops strong relationship with PM teams, D&T and third-party suppliers

\xc2\xb7 Maintains understanding of regional differences

\xc2\xb7 Acts a Manager for the Change Advisory Board (CAB) approvals, ensuring the team are trained in the process and can raise requests correctly

\xc2\xb7 Is responsible for developing and executing relevant team training plans

\xc2\xb7 Ensures audit controls are adhered to

\xc2\xb7 Champions the continuous improvement and efficiency of the team

\xc2\xb7 Estimates effort and distributes tasks among team members and helps them to resolve issues whenever required

\xc2\xb7 Sets goals and evaluates performance appraisal for team members

\xc2\xb7 Performs other duties as assigned

Requirements:

• Relevant work experience, preferably in a similar position at an international organization

• Yardi technology experience

• Have good planning, presentation, time and project management skills

• Being innovative and a visionary

• Training, development and management of own team

COMMUNICATION SKILLS

\xc2\xb7 Strong interpersonal and coaching skills

\xc2\xb7 Excellent communication skills, both verbal and written

\xc2\xb7 A proven ability to design, plan and deliver training programs across multiple jurisdictions and cultures

\xc2\xb7 The ability to make effective and persuasive presentations on complex topics to colleagues and clients

\xc2\xb7 An ability to understand where training should be deployed to ensure the maximum benefit

\xc2\xb7 Strong team player who shares knowledge and receives feedback freely

\xc2\xb7 Ability to comprehend, analyse, and interpret business and systems documentation. Ability to describe technical issues in a way that others in IT will be able to understand and act upon them

\xc2\xb7 Ability to respond effectively to the most sensitive issues

\xc2\xb7 Ability to write reports, manuals, speeches and articles using distinctive style

\xc2\xb7 Ability to make effective and persuasive presentations on less complex topics to employees, clients, top management and/or public groups

\xc2\xb7 Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action

FINANCIAL KNOWLEDGE

\xc2\xb7 Requires in-depth knowledge of real estate terminology, principles and compliance.

\xc2\xb7 Ability to analyse the most complex business/financial data and develop innovative solutions.

OTHER SKILLS and/or ABILITIES

\xc2\xb7 Advanced knowledge of computer software and hardware (i.e. Microsoft Office Suite Products).

\xc2\xb7 Experience with real estate accounting software preferred, specifically Yardi Voyager

CBRE