Full Time Opportunity General Description Reporting to the SVP, Corporate Real Estate Division Manager, the Corporate Real Estate (CRE) Operations Manager Caribbean Region will provide day to day leadership and direction to the functional areas of Facilities Management, Branch Services, Administration, and Transaction Management Services for the Caribbean Regional Portfolio of Branches, Corporate Office buildings, Land, and other Special Use sites and facilities The Manager will responsible for developing and implementing an operational model aligned with the CRE mission of delivering an exceptional customer and employee experience throughout all of Popular's facilities in the region. The incumbent will be a key member of the CRE Leadership Team and will be responsible for maintaining all of Popular's facilities to the highest standards of quality and delivering excellent customer service each and every day. Performs management level duties, exercising independent judgment. Provides direct supervision of the leaders of Facilities Management, Branch Services, Administrative Services, and Transaction Management. Provides leadership through matrix reporting to the Administrative Services Manager for the Virgin Islands region. Essential Duties and Responsibilities Create, implement, and maintain a service culture aligned with the strategic direction of those of the CRE Division and Popular. Monitor and measure customer satisfaction using Net Promoter Scores, Surveys, and other metrics to continuously deliver a high level of customer service. Make changes to procedures, training, and operational models to address deficiencies. Collaborates with Division Management and Executive Leadership at all levels in delivering the full portfolio of CRE services to provide solutions to their respective Business Needs. Employ continuous improvement strategies to create and maintain best in class practices for the assigned departments. Source, evaluate, and manage 3rd party contractors and vendors to support the assigned departments. Oversees the solicitation of bids through an RFP process and assures compliance with Popular's Accounting and Procurement policies. Collaborate with the Finance and Comptroller Division liaisons in developing and maintaining the Region's operating occupancy and controllable expense budgets and provide periodic reporting to the Division Manager on actual and forecasted results. Make recommendations and implement cost reduction strategies and initiatives to improve the financial performance of the Division and meet Corporate financial goals Reviews and revises cost accounting procedures as they pertain to the assigned departments and agrees on procedures and reporting with the Vendor Management Team and the Operational Excellence Team. Prioritizes projects for the assigned departments monitors workflows and results to ensure department goals, service quality, project requirements and KPI's are met. Create business cases, financial analyses, and presentations for Departmental, Division, and Executive Management Ensure the departmental and divisional operational policies and procedures are current, effective, and efficient. Monitor operational procedures to insure compliance with Divisional and Popular requirements. Communicates effectively with customers, superiors, CRE and other Bank peers as required. Fosters a learning environment and promotes training participation to develop the staff to meet personal and professional goals contributing to the Bank's Great Place to Work program Conducts performance reviews of staff. Clarifies communications and process information received. Performs other duties as assigned Minimum Education Bachelor's Degree Experience At least four years of managerial experience. Certifications / Licenses PMP Competencies Accountability (L) Analytical Discipline (L) Building Effective Teams (L) Change Agent (L) Customer Centric (L) Developing People (L) Strategic Thinking (L) Character (L) SDL2017
