Account Director

**POSITION PURPOSE**

The Broll Occupier Services team is looking for an experienced Account Director for a key real estate services account. This will create a unique opportunity for the right individual to oversee and coordinate all service activities of an integrated portfolio services account.

The role is based in the Broll Johannesburg office.

**ESSENTIAL FUNCTIONS AND BASIC DUTIES**

**Account Management**
- Responsibility for the account management and service delivery across all work streams in line with the obligations of the contract/service level agreement.
- Responsible for oversight and co-ordinating internal teams within CW Broll Occupier Services to deliver on Client objectives, not limited to the following:

- Achieve value/savings targets as agreed with the Client
- Deliver optimal KPI performance and earn relevant incentive fees in line with budget
- Review processes and drive efficiencies
- Deliver on revenue generation targets
- Drive innovation and continuous improvement
- Responsible for the account management functions not limited to the following:

- Detailed review and understanding of the master service agreement for effective contract management.
- Scheduling and attendance of all contractual performance meetings to review ongoing account matters.
- Preparation and submission of account management monthly reporting dashboard and any other additional monthly performance reporting as required by the Client.
- Oversight of regular client business reports, including Estate, Transactional and Financial data, with an absolute commitment to delivery of accurate, compliant, high-quality management information. This includes accepting personal accountability for all material that is submitted to the Client.
- Engage with the Managing Director Occupier Services on the development of strategic plans to ensure continuous improvement and innovation, proactively seeking out opportunities to cross sell services.

**Client Liaison**
- Develop and maintain existing relationships with the Client, seeking to ensure high satisfaction level.
- Establish engagement matrix with the Client and ensure that all touchpoints are meeting at frequent intervals i.e Executive Sponsor, Account Director and Operational Lead meetings to take place regularly.
- Review and complete ‘Partnership Behaviour’ scorecard on a half-yearly basis in collaboration with the Client to monitor the temperature gauge of the overall Client relationship.
- Arrange Client function/team building events from time to time and ensure account teams are engaging in face time with the Client.

**Team Development**
- Drive innovation and pro-activity within the account team to encourage the delivery of the service at speed, and support the retained team in aligning the property portfolio with the business needs of the future.
- Promotion of a team culture, specifically with the objective of deterring ‘silo’ behaviour.
- Leading team members. Assisting with planning and prioritizing workloads and developing strategies to reach team objectives.
- Supporting team members through a programme of change and improvement as a result of contract changes or remediation plans which require a managed approach with formal report back to the Client.
- Understanding the business objectives of the wider team and business and behaving in a way that enhances these objectives.
- Proactively identify and provide feedback to the Managing Director Occupier Services on ways in which to balance resources within the team and drive efficiencies for Broll.
- Work in collaboration with the Service Line leads to develop and report on critical role succession planning, to the Managing Director Occupier Services, ensuring that there are no significant risks in the structure.

**Business Management**
- Mitigation of risk and liability to Broll through robust contract obligation management and compliant service delivery
- Effective commercial contract management and control of scope and price variations
- Provide monthly reporting on revenue management against projected account fee budget to the Managing Director Occupier Services
- Management of invoicing process to ensure all required fees are billed and collections are received timeously.
- Develop or maintain the Account operating manual in order to ensure all processes, governance requirements and contact details and up to date.
- Attendance of Client conferences and events as and when required

**PERFORMANCE MEASUREMENTS**
- Good record of compliance with client contract.
- Limited service delivery failures against client Service Level Agreements/Key Performance Indicators.
- Positive engagement with the client with no escalation of failure to perform.
- Proactive engagement with internal stakeholders on the progress and development of the account.
- Limited staff turnover, as a result of poor account management and/or client engagement.
- Innovative account development plan in place with key milestones and d