The AVP, Business Relationship Management will plan, direct, coordinate, and be the voice of the Clients within the operational function, ensuring development and implementation of efficient operations, providing continuous process improvement, and cost-effective systems to meet current and future needs of the Global Housing Operations (GHO) organization. The Role will interface directly with clients, be the primary connection point to the account management organization, and partner with Operational leaders for delivery. This is a remote opportunity.

What will my duties and responsibilities be in this job?

• Be the face of the Global Housing Operations to the Clients

• In partnership with Account Management prioritize Client enhancements and procedural changes.

• Responsible for the achievement of client KPI and quality metrics through influence of Operational leaders.

• Development of cross Client best practices and efficiency initiatives.

• Partner with functional areas to create meaningful metrics and oversight activities to deliver improved operational performance and customer experience.

• Establish and develop an organizational culture fostering team members’ engagement, growth, performance, and delivery of business targets.

• Develop and execute succession planning by identifying aspiring leaders, their work ethic, as well as their ability and desire to lead teams of people.

• Collaborate with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems.

• Drive communication of performance against goals and objectives for internal/external clients and their specific portfolios.

• Responsible for achievement of established financial, talent and operational (productivity and quality) goals for functional areas across Global Housing Operations.

• Develop meaningful analytics to help measure operational effectiveness and success.

• Establish, communicate, and implement operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution.

• Maintain knowledge of emerging technologies and trends in operations management.

• Works with senior executives in various areas to determine business priorities.

• Establish, implement, and communicate the strategic direction of the GHO organization to Clients.

• Provide targeted assistance to functional areas as needed to address new Client implementation, existing Client additional services and ad hoc issues requiring targeted attention.

• Oversee teams responsible for implementing new clients and new services, as well as executing strategic initiatives.

• Interacts with corporate Centers of Excellence, as needed while participating in cross-business initiatives.

• Develop, plan, and implement continuous process improvement initiatives.

What are the requirements needed for this position?

• B.S./B.A. degree

• Minimum of 10 years of experience leading people, with a proven track record of evaluating and building department talent while developing strong working relationships with business partners.

• Minimum of 10 years of experience managing teams in large operational environments, ideally in an outsourcing environment.

• Minimum of 7 years of experience working in a rapidly changing environment, requiring prioritization and multi-tasking skills to support both strategic and tactical needs from ideation through execution. 

• Minimum of 7 years of people and project management experience implementing and managing across multiple physical and remote locations with a proven ability to manage diverse elements of complex projects/processes for people, tasks, communication, change, etc. to drive optimal outcomes and results.

What other skills/experience would be helpful to have?

• M.B.A. or equivalent advanced degree.

• Minimum of 5 years in successful strategy planning and solutions consulting.

• Demonstrates strong negotiation, influencing and analytical skills.

• Proven ability to drive quantifiable business results.

• Effective coaching and mentoring abilities to support reporting teams based on individual needs.

• Minimum 10 years’ experience mastering PC skills with the ability to use Microsoft Excel, basic analytics/reporting packages, Microsoft Word and Microsoft PowerPoint.

• Excellent time management, organization, and follow-up skills.

• Proven results associated with leading and driving change.

• Strong interpersonal and oral/written communication skills demonstrated through past experiences and results.

• Must be decisive and results oriented with a high level of integrity and customer focus.

• Understanding of Contact Center (front office) and widget based (back office) performance metrics / measurements and methodologies.

How much should I expect to travel? 25%

What are the working conditions and physical requirements of this job?  

This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone.  Employee is occasionally required to stand and walk, lift, carry and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  Must be able to talk and hear.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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