Senior Director, Lease Administration

Responsibilities

• Manage large teams 10+ and grow and develop teams.
• Familiar with accepted hiring and employment practices.
• Responsible for workforce planning, succession planning, retention strategies and performance management frameworks.
• Review and validate team allocations and alignment to contractual scope of work and client’s expectations.
• Manage team workloads ensuring equitable distribution.
• Provide quality control within the database to identify errors and inconsistencies.
• Ability to create, edit, and run reports in most Lease Administration databases.
• Mentor and train Lease Analysts on key lease administration duties.
• Interpret complex commercial lease language and attend to details.
• Oversee lease abstraction, translation and quality control process for assigned account(s).
• Assist in account transitions and setup as appropriate.
• Make sure quarterly maintenance of account process, procedures and playbooks.
• Ensure timely and accurate abstraction or input of all rental obligations related to leases and all other important lease information.
• Understand client business objectives, real estate portfolio strategy, and service expectations.
• Maintain thorough understanding of client agreements for team accounts including boundaries of scope of work, fee structure, billing frequency and payee information.
• Ensure this information has been correctly entered into and maintained as a client contract in Work Trac.
• Conduct regular meetings and reviews with clients to present portfolio updates, key metrics, and performance reports.
• Oversee development and maintenance of strong client governance programs such as reporting cadence, communication methods, business reviews, etc.
• Drive toward achieving a net promoter score representative of strong service delivery and client relationships.
• Manage client escalations and ensure timely resolution of issues.
• Proactively identify account related risks and oversee appropriate mitigation strategies and management through solutions.
• Oversee and ensure global team is delivering services per the client specific process and contract.
• Manage assignments and delegation of database management tasks to global team members.
• Support RFI and RFP response development including pricing, presentation decks, etc.
• Participate in presentations to new or existing clients for new business pitches.
• Establish weekly calls and ongoing internal communications cadence with global lease admin account team members to review work, discuss outstanding issues and determine appropriate actions.
• Foster effective communication and demonstrate professional presence, actively engaging with all team members to promote a collaborative environment.
• General understanding of AI technology and openness to adapting to the evolution of technology.
• Oversee the abstraction or input of rental obligations related to leases and all other important lease information as stipulated by client abstraction standards for assigned accounts.
• Provide final QC for abstraction process as may be required for assigned accounts.
• Demonstrate working knowledge of Colliers360, dashboards, Work Trac, etc.
• Ability to review recovery clauses, set up recovery pools, calculate actual recovery expenses for each tenant, and review caps, base years, and non-standard exclusions.
• Ensure accounts reconciled with outstanding balances and ensure dispute resolution.
• Ability to assist with monitoring, reviewing and approving all Rent, CAM, Operating Expense, Tax and Insurance payments to Landlords, including reviewing leases to insure accuracy of all charges.
• Ability to review and validate Consumer Price Index adjustments as provided in legal documents.
• Maintain file systems, including the data integrity of information contained in the database application used for tracking all Tenant and Lease related data.
• Responsibility for revenue growth, profitability targets, account P&L management, pipeline development, cross‑selling / organic growth targets.
• Track and ensure account contracts are current and renewed in a timely manner.
• Confirm and approve monthly client billing.
• Responsible for ensuring that all pass‑through expenses are billed in accordance with contract and internal process.
• Track A/R for assigned clients and elevate to appropriate parties.
• Knowledge of Lease Administration scope of services, master service agreement and inter‑company contractual review and development in partnership with Colliers legal, risk and security teams.
• Develop and maintain tracking method for team workloads and assignments and provide refreshed gearing annually.
• Lead key program initiatives such as Best Practice tracking, Case Study Development, AI partnership with Technology, Global COE Partnerships, etc.
• Other duties as assigned.

Requirements

• Bachelor’s degree in business, accounting, real estate, or similar field preferred.
• Qualified candidates will have at least 10 years of relevant experience in the commercial real estate lease administration industry and/or accounting and property management fields having worked in either (or both) the Landlord or Tenant sector.
• Minimum of 7 years of people management/leadership experience.
• Intermediate to expert level experience with multiple commercial real estate database applications such as Co Star, Yardi, Apex, Pro Lease, Virtual Lease, or other portfolio management database systems.
• Expertise and documented success working on multi‑line global accounts with 1,000+ leases and global account management structure.
• Intermediate proficiency level with Microsoft Office tools (Word, Power Point, Excel, One Note, etc.).
• Thorough knowledge of FASB/IFRS accounting rules and general accounting principles preferred.
• Must be effective and have successful track record of working independently, preferably remotely, and possess strong time management skills.
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