Process Improvement Lead - COE in London

The Process Improvement Manager - Center of Excellence is a key role at CBRE GWS/T&T responsible for driving process improvements, managing the CPM PJM Playbook, and collaborating with internal and external clients. The role involves overseeing a team, coordinating with vendors and partners, collecting and analysing data, and ensuring compliance with documented processes.

Key Responsibilities

• Operations & Governance

• CPM PJM Playbook & Documentation: Maintain and improve the CPM PJM Playbook and associated documentation. This includes ongoing process improvements, documentation, compilation, and monthly distribution to CPM teams and partners. Manage the organization of supporting documents for effective project delivery.
• Document Integrity & Audit: Oversee the monthly project folder/document audit (Document Integrity Review) to ensure PJM adherence to documented processes. Distribute final audit results and drive corrective actions.
• Process Improvement & Standardization: Lead efforts to understand, document, and standardize operational procedures, platform policies, and business practices. Identify and resolve issues, propose alternative solutions, and collaborate on the development of tools and processes to optimize performance.
• Project Charter Management: Monitor project charter reporting in Smartsheet daily, ensuring timely approvals, proper submissions, and accurate documentation of anticipated phase close dates.
• Archibus Project Setup: Configure new projects in Archibus on behalf of the international team.
• Daily Project Governance: Monitor Vantage Analytics and other applicable dashboards daily to assess CPM project status reports, Watch List, and other key data points. Follow up with Project Managers (PMs) on any missing, inaccurate, or highlighted information to ensure accurate Archibus reporting and timely project closeouts.
• Monthly Document Integrity Review: On the first of every month, review all active and closed project folders, and required documents by phase to ensure PM's are completing and saving needed documents.

• CPI/KPI Management: Collect monthly CPI/KPI data, generate reports, score results, and correct data as needed. Obtain PJM comments and clarifications as necessary. Collect CBRE Director self-KPI scores. Schedule and coordinate client review calls. Distribute results to the Account Operations office for Account Metric Reporting. Collaborate with SLT and BNY to develop new CPI/KPI metrics, effective 2025.
• Weekly Reporting: Compile and deliver weekly project status updates with contextual analysis to the client, based on daily project governance findings.
• Tariff Impact Reporting: Provide ad-hoc reporting on the impact of tariffs on AMS projects.

• Center of Excellence (COE) Team Management: Provide regular oversight of COE staff responsibilities. Ensure training completion, support professional development, conduct mid-year and annual performance evaluations, and hold regular 1:1 meetings.
• COE Learning & Development Newsletter: Compile and distribute a weekly newsletter (every Monday) with key insights, tips, communications, and training resources to the internal team and the client.

• Vendor/Partner Collaboration: Coordinate and schedule opportunities for suppliers to present, train, or demonstrate their products or services.
• Liaison for BNY Partners (Process Integration): Serve as the primary point of contact to coordinate with BNY partners (Procurement, Accounting, Finance, TSG, ESG) to capture and document internal processes. Ensure alignment and agreement on documented processes and conduct periodic follow-ups to maintain accuracy.
• Liaison for CBRE Account Operations: Advocate for the PJM group's reporting needs. Roll out Account Operations initiatives to the PJM group. Ensure that BNY CPM requests are actioned for reporting requirements. Participate in pilot activities for new technology.
• Communications: Manage the rollout of the monthly Playbook distribution, new hire announcements, ad-hoc process updates, administrative requirements, and training reminders.
• PJM/FM Collaboration: Coordinate collaboration sessions between PJM and FM Directors. Survey both teams to gather feedback on improvement opportunities. Schedule global calls, compile agenda materials, and facilitate discussions.

• Employee Onboarding: Submit onboarding requests to BNY. Author and distribute new employee communications to the CPM team and integral partners. Conduct onboarding training specific to the PJM Playbook. Submit building access and extension requests as needed.
• Variable Employee Program: Lead the current exploration of the Variable Employee Program. Ensure alignment with the Finance team and that appropriate and required documentation is in place.
• Variable Invoicing: Lead and manage the end-to-end Variable Invoicing process including purchase order (PO) generation, invoice tracking and stamping, and organization of documents with clear points of contact and process flow.

• Daily Troubleshooting: Provide support to the internal team, troubleshooting minor-to-medium process and systems issues that arise.
• Pre-Audit Support: Assist the Compliance team in gathering evidence and documentation in preparation for the upcoming formal audit.

Skills and Knowledge required

• Networking and interpersonal skills.
• Lead by example and model behaviours that are consistent with CBRE RISE values.
• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred.
• Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations, and handle problems.
• Leadership skills to set, manage and achieve targets with a direct impact on multiple department results within a function.
• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
• Expert organizational skills and an advanced inquisitive mindset.
• Sophisticated math skills. Ability to calculate mildly complex figures such as percentages, fractions, and other financial-related calculations.