Vice President, Client Services

Job Title

Vice President, Client Services

Job Description Summary

The Vice President, Client Services reports to the Senior Vice President. Directly supervises Senior Directors, Directors, and Managers of Client Services. dditionally, the Vice President, Client Services works with business development, finance, human resources, safety, and other functional staff to help achieve his/her objectives, as well as with other VPs as required.

Job Description

Principal Responsibilities

Operations

• Oversees all activities of assigned region or market segment, and gives direction to its facilities management staff (Building maintenance, Janitorial, Office Services, Landscaping)
• Develops and presents Business Plan for the region or market segment, to include current and anticipated business, upselling of current business, specials, lost business, business trends, customer/market needs, along with related strategies.
• Overseas operations of accounts and employee/job productivity levels, being accountable for effective and efficient delivery of services.
• Administers and monitors compliance with all internal/external policies and procedures and ensures ongoing employee compliance.
• Conducts on-site inspections and contract cost assessment for current and new business.
• Demonstrates excellent interpersonal skills, establishing and maintaining the respect and confidence of employees and customers, and communicating effectively with a variety of professionals and at all levels.
• Understands and utilizes key technology applications.

Client

• Oversees and directs all customer advocacy activities as a customer advocate, regularly calling our customer, assessing levels of customer satisfaction, formulating pro-active measures for ensuring improved customer service, and providing liaison services.
• Participates in the preparation/analysis for bid/re-bid proposals.
• Participates in marketing activities, to include promoting C&W’S image and identity programs/events; acting as the spokesperson for C&W in its customer advocacy efforts; product and advertising activities; and the development of marketing intelligence in the community served.

Finance

• Manages the P&L of the region or market segment, monitoring ongoing status and providing substantive corrective action as needed to maintain/increase targeted financial objectives.
• Utilizes the financial dashboard monthly.
• Prepares/evaluates monthly, quarterly, and annual budgets/budget reports, and presents/discusses same with senior management, providing strategies for any needed corrective actions, and follow-up reporting on results.
• Closely monitors receivables, achieving the accounts receivable target for the region.
• Prepares and provides short-term/long-term financial forecasting to senior management, outlining appropriate strategies for any corrective action.
• Reviews costing models prepared by engineering for potential new business.

Human Resources

• Screens, interviews, and selects Directors of Operations, and participates in the selection of Operations Managers, Area Managers, and Account Managers, working in conjunction with Human Resources.
• Ensures compliance with Federal, State, and Company guidelines concerning the hiring of non-exempt personnel in the region or market segment.
• Evaluates the work performance of all direct reports annually and prepares a succession plan for the region or market segment.
• Establishes contingency Director of Operations plans in anticipation of new accounts, expanded geographic or market penetration, or the loss of current staff.
• Participates in the career development of employees, providing assessment, planning, and follow-up evaluation of staff, as well as participates in self-development courses/seminars/external programs.
• Keeps current with Union contracts and guidelines, and participates as needed in Union salary issues, grievances, layoffs, and other related matters.

Safety

• Oversees and implements Safety policy, procedures, and communications for all personnel in the region or market segment and monitors the same for impact/effectiveness.
• Provides active leadership in establishing and maintaining a culture of safety in the region, including adherence to company safety practices, establishment of safety review boards, and oversight of safety training.
• Monitors and evaluates all Workers Compensation activities within the region or market segment, working in conjunction with the corporate Director of S, H & E and Director of Risk Management.

Other

• Performs special assignments as needed or as requested by the Senior Vice President.
• Executes such other responsibilities as determined by the Senior Vice President.

Required Experience and Knowledge

• Bachelor’s degree preferred
• 15+ years’ experience in service industries (i.e., building services, mechanical services, Janitorial services), 10 years of management experience of multi-state locations and wiliness to travel
• Previous P&L experience responsibility
• Management and leadership skills
• Financial analysis, business acumen and computer literacy with knowledge of applicable software packages
• Understanding and skills in sales, strategic planning, and operations
• Excellent oral and written communication skills, presentation skills
• Strong relationship management and interpersonal skills, results driven and team oriented
• Excellent organizational abilities
• Ability to motivate and negotiate effectively with key employees, senior management, and client groups
• Demonstrate an ability to solve complex problems and deliver a variety of options in complex situations
• Knowledge and experience in organizational change management and business process outsourcing desired, not required
• Experience in resource allocation and implementation
• Membership in Trade Associations, and related certifications

C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.