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Service Delivery Manager

Philippines , Philippines

Ref#: 19005507

Date published: 19-Feb-2019

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JOB SUMMARY

Manages the work activities and staff responsible for providing real estate portfolio administration, database management, accounts payable and receivable, and audit services within the lease

admininistration platform. Focuses on day-to-day operations and manages relationships with internal and external customers to ensure client service needs are met.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Organizes and formally supervises the work and performance of staff responsible for providing lease administration services for assigned clients. Collaborates with Manager to establish performance objectives for department staff and monitors and reports on accomplishments.

Acts as single-point-of-contact with client for all service delivery concerns. Establishes and maintains strong working relationships with clients, their landlords and tenants. Facilitates fast, accurate and efficient new account transition.

Conducts periodic meetings with clients to review satisfaction with current services and discuss potential needs for expanded service.

Establishes processes and controls for delivery team to ensure client working and database lease files are accurate, up-to-date and of institutional quality. Edits narratives in support of computer-generated reports. Reviews monthly, quarterly and ad hoc reports for accuracy and timeliness.

Conducts periodic review of leased and owned portfolios to determine risk, audit, accuracy and value. Communicates with clients on the status of their account and any relevant findings obtained during the review.

Analyzes and interprets operating expense data and prepares correspondence for clients or landlords initiating desk or full scope audit findings.

Conducts audits and negotiates audit findings with client and its landlord to ensure sufficient credits and appropriate charges are made.

Conducts financial analysis/accounting as appropriate, including AR/AP, rent rolls, and budgets in accordance with required accounting principles (GAAP, TAX, CASH, etc.).

May participate in the preparation and delivery of RFPs to potential clients. Provides counsel, as needed, regarding the respective client to internal staff responsible for overall presentation preparation.