Business Unit Lead – Residential/Commercial Experience (Egypt)

• The Business Unit Lead has to operate at two levels: strategic-tactical and operational.
• It is the role of a BUL to ensure corporate and regulatory compliance plus the proper operation of all aspects including but not limited to (maintenance, housekeeping, etc.) of all buildings in to create an optimal, safe and cost-effective environment for the occupants to function. This is accomplished by managing the following activities.

 Duties & Responsibilities:

• Stay abreast of changes taking place in the mortgage servicing industry and help management assimilate such changes into its business model.
• Responds to city residents’ complaints and issues, serving as client’s representative and the corporate office regarding the administration and application of resolving related issues.
• Responds to city residents’ complaints and issues, serving as client’s representative and the corporate office regarding the administration and application of resolving related issues.
• Responds to city residents’ complaints and issues, serving as client’s representative and the corporate office regarding the administration and application of resolving related issues.
• Operationally focus on providing appropriate options for borrowers, including repayment plans, special forbearance, modifications, short sales and/or foreclosure across two sites, the strategic direction for daily operations to process customer requests and confirm the team is responding to customer and other third-party inquiries.
• Ensure that the team is researching, preparing and/or procuring documentation or analyzing requests in a timely manner in accordance with established guidelines to determine the appropriate courses of action.
• Align with external business partners to certify results and reporting comply with expectations and business requirements.
• Drive continuous improvement through best practices and will capitalize on key market opportunities, ensuring that resources are wisely leveraged to maximize shareholder return.
• Ensure that appropriate risk management processes are in place and that a culture of compliance with company policies is embedded in the organization
• Serve as a mentor to direct reports and be a champion of talent development within the Mortgage Servicing department.
• Grow and sustain operational effectiveness by achieving monthly and annual.
• Develop talent through coaching, mentoring and cross-functional training.
• Liaise closely with other functions like Finance, Legal, marketing and communications to enable a comprehensive view of workforce strategy.
• Provide a safe and healthy workplace with responsibility for all QHSE compliance for both client and supplier partners.
• Ensure contingency plans are in place for emergencies. These include approved business continuity plans, disaster recovery plans, service disruption notification processes and crisis management
• Understand and comply with site safety rules/requirements of client, rules inclusive of rams, permits and controls and processes within critical
• Ensure safety PPE and equipment is available and utilized by both self-perform team members and supply partner team members at all
• Follow correct procedures and conduct incident reviews and root cause analysis (including regulatory response and reporting) and drive consequence management for all
• Ensure ongoing and required training (PPE, LOTO, confined space, etc.) is conducted and completed by all team members including monthly toolbox
• All reporting must be timely and complete, and all required on site documentation must be up to date and easily

Job Requirements:

• Engineering Bachelor’s Degree.
• 7-10 years of progressively responsible management experience in different phases of Facilities Services, Administration, Public sector or similar work environment (A residential/commercial compounds experience is a must).
• Preferably Master’s degree or an MBA in Management from an accredited university.

Inspire and behave with unquestioned integrity and in accordance with ethics policy:

• Ensure open door policy is in place and reporting path is clear for all team
• Leader must have a clear understanding of all Client & CBRE
• Leader must be a role model through behavior and setting

 Lead service delivery & Financial performance by:

• Working with Client team to comply with annual financial planning
• Manage life cycle assessment, capital planning process support and customer reporting
• Take lead with team in quarterly business
• Fully understand accrual process and support accurate
• Drive compliant financial practices to ensure on time and compliant billing and supplier

Drive operational control through metrics management of:

• Client agreed standard metrics.
• Ensure team support and deliver inputs for KPI reporting and governance
• Ensure regional customer satisfaction metrics are
• Align metrics to team annual goal
• Drive innovation in conjunction with Client

Ensure client satisfaction by:

• Delivering services based on contract scope of work within the country with full understanding of the scope variances by site (e.g. client provided, 3rd party, self-perform, LL, ).
• Proposing the establishment of proven project goals and objectives to the client, allowing them to focus on core business
• Create strong lines of
• Ensure compliance with legislative and Client health, safety and environmental
• Ability to solve wide variety of problems before they become customer

Drive supplier compliance and control:

• Ensure team knowledge of supplier contract terms, scope of work and performance
• Drive compliant payment
• Rigorous adherence to Client sourcing
• Ensure team completes all governance requirements as stipulated by

Maintain a motivated team by:

• Leadership and personal development of all locally based
• Organising monthly team
• Ensure effective performance management, training plans and succession
• Develop a business ownership

People Skills:

• Ensure an effective induction and appraisal system is in place for all staff on the
• Develop talent and adopt career management techniques for strong
• Deploy resource strategies to maximise head count and skill base across the
• Adopt a one-team approach through coaching, training and continuous professional
• Ensure appropriate relationships with suppliers and business