About the Role:

The Subject Matter Expert is responsible for driving process knowledge and expertise in all client/programs, business area and or technical projects there is available within the business unit.



This support member should be able to handle training to nesting, associates coaching, investigation and RCA on escalation or complaints related to process, review and analyze interval related concerns and provide mitigation as needed.



This support member can act as the "go to" person within the business unit for questions and clarifications for process related inquiries in the absence of Business Trainer and/or Quality Analyst.



This support member should be able to accurately backup both the Business Trainer and/or Quality Analyst to ensure delivery of any programs deliverables to meet the needs of the stakeholders, policies, standards and best practices.





What You'll Do:

BAU - In case there is no scheduled ongoing training, upskilling and/or nesting:



1. Frontline support of Facilities Management team and clients through multiple channels of voice, emails, and self-service



2. Extensive Knowledge on Expanded scope such as but not limited to:



· Work Order Management



· Reporting & Analytics



· PPM Management



· Data Asset loading



· Switchboard



· CMMS Admin



· Purchase Order Management



3. Supervisory responsibilities



· No formal supervisory responsibilities in this position however, will engage to provide training and assistance such as process and technical guidance to peers and new hires. May coordinate and assign tasks to co-workers within a work unit and/or project with team lead guidance.



4. Primary responsible in UAT and SRT's - should accurately represent business units excellence during Operations Transitions (New Accounts and/or Expansion). He/She should provide input on service rehearsal tests after evaluation for accuracy and sustainability



5. Guide other team members on projects/accounts to ensure meeting client's expectations ; Resolve issues relevant to process



6. Committed in participating in knowledge advancements such as workshops, trainings, refresher and upskilling to help drive Competency within business unit



7. Performs training audit in the available QMS platform through remote, side-by-side, live or recorded monitoring to understand self-paced development and improvement on basic account related processes and knowledge.



8. Participate in quality assurance activities, including reviews, audits and assessments, to ensure compliance with industry standards, regulations, and company policies.



9. Supports operations in customer complaint management through RCA and collaborates in action planning and implementation most specially on account related inquiries.



10. Serves as operations back-up as needed during high volume intervals with 2 hours per week production time (phone time, email/ticket processing); training and supervisor back-up as applicable.



11. Performs trainings to enable, empower, and support operations in learning and development, and process improvement.



12. Delivers process improvement initiative through but not limited to lean, automation, data visualization, and six sigma approaches



13. Collaborates with operations to implement and drive Risk Management Framework and helps promote risk-based thinking on all business unit dealings to improve people governance.





What You'll Need:



1. Bachelor's degree (BA/BS) from 4-year college or university required.



2. Experience of 1 to 3 years in a Shared Services Center or Business Process Outsourcing environment, particularly in call center operations experience or call center management experience.



3. Microsoft Office proficient



4. Understanding of basic ISO and other external audit standards



5. Six Sigma Yellow Belt is preferred



6. Intermediate to advanced knowledge in Excel



7. Knowledge of PowerBI, Google Suite, Peoplesoft, ServiceNow, CMMS, MyBy, SI7 and Salesforce will be added advantage



8. Strong analytical and problem-solving skills



9. Quick learner and sharp attention to detail



10. Good coaching and communication skills



11. High standard and regard to quality and integrity



12. Excellent written and verbal communication skills



13. Ability to interact with different enterprise stakeholders, clients, and business partners



14. Knowledge of accounts payable principles, accounting standards, and industry regulations is preferred



15. Extensive experience in account reconciliation



16. Results-oriented with an analytical mindset; strong problem solving and interpersonal skills



17. Strong time management and organizational skills



18. Ability to provide efficient, timely, reliable, and courteous service to customers



19. Ability to effectively present information





Company Perks and Benefits:



· Government Mandated Benefits



· Hybrid Work Setup



· Paid Leaves (15 SL and 15 VL annually)



· HMO with up to three free dependents



· Life Insurance



· Annual Performance Bonus



· Annual Merit Increase





Why CBRE Business Services Organization (BSO):



· When you join CBRE Business services Organization (BSO), you become part of a global leader in commercial real estate and investment services that help businesses and people thrive.



· At CBRE- Business services Organization (BSO), Our ambitious is for growth plan creating the space for dynamic colleagues to build a non-linear career path.



· CBRE Business Services Organization (BSO) fosters a culture where we share commitment to excellence and believe the best work happens in connected communities where respect for each other is foundational.





CBRE Business Services Organization (BSO) is a part of CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Dallas, is the world's largest commercial real estate services and investment firm (based on 2022 revenue). The company has approximately 130,000 employees serving clients in more than 100 countries. CBRE serves a diverse range of clients with an integrated suite of services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services. With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.