Job Description

The role of Team Manger in Valuations and Portfolio Reporting will provide valuation and analytical support and performance reporting as follows:

· Supports the quarterly internal valuation support cycles together with Client and in turn, Customer

· Oversee and maintain detailed Argus cash flow models, integrating them into Excel valuation models.

· Effectively obtains property-level information from various source systems or portfolio companies to routinely update cash flow models with actual leasing or changes in market leasing assumptions, other income, operating expenses or capital expenditures.

· Perform in-depth analysis of property or investment-level changes to assess cash flow and valuation shifts, focusing on equity value.

· Analyzes market conditions from comparable sales and other sources in order to drive assumptions and assess the value of the assets.

· Supports the entire valuation reporting process with Client and in turn Customer stakeholders and revise valuation models based on feedback.

· Provides critical analysis of changes at the property or investment level to report on the cash-flow and valuation changes. Analysis of property or investment-level changes is at the equity value.

· Assists in ad hoc requests or special projects at the request of the Client or at the request of Customer or portfolio companies, most notably data and analytics for real estate valuations.

· Continue to collaborate and enhance processes and procedures to deliver best class service.

· Oversee and manage a team of 2-5 people in terms of reviewing their deliverables, ensuring quality and accuracy, and responsible for their appraisal & performance management.

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Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver