Operations Coordinator

CBRE Group, Inc.; Karachi Division; On-site; PKR 450,000 - 700,000; Full time

Job summary

CBRE Group, Inc. is seeking an Operations Coordinator in Karachi to guide decision-making on staff activities, manage work orders, and ensure client satisfaction.

You will track SLA compliance, KPI scores, and compile monthly KPI reports for CBRE and clients, while onboarding new customers and vendors to CBRE portals with meticulous data handling. The role requires strong customer service, problem-solving, and excellent English/Urdu communication, plus experience in facilities or project

Qualifications

• Graduate from a reputed university and/or accredited with relevant professional body.
• Three to Five years' progressive experience in scheduling/planning activities or a similar background.
• Working knowledge of Facilities and Project Management.
• Experience with OMC business in an asset domain.

Responsibilities

• Provide guidance on work order prioritization and ensure customer satisfaction.
• Manage work orders history, track status, and repair costs using CMMS.
• Monitor and report daily SLA compliance and KPI scorecard to CBRE and client management.
• Collect data and prepare KPI reports monthly for client submission.
• Create Purchase Requisitions / Purchase Orders for OPEX invoices monthly.
• Onboard new customers and contractors on CBRE portals; drive portal adoption.
• Generate management reports on work backlog, performance reviews, and costs.
• Coordinate travel plans and onboarding for new joiners; provide call center support during peak hours.

Skills

Strong customer services

Proactive problem solving

MS Office

Team player

Time management

Organizational skills

English and Urdu communication

Education

Graduate from a reputed university

Accredited with relevant professional body

3-5 years scheduling/planning experience

Tools

CNNS

CBRE MyService/MyWork portals

MyVantage portal

Job description

About the Role:

The Operations Coordinator provides necessary guidance and direction in the decision‑making process concerning activities performed by the CBRE staff such as; schedule and priority of work, availability of skilled staff to respond and customer needs. Follows up as needed to assure customer satisfaction with work order requirements

What You’ll Do

• Utilizes Computerized Maintenance Management System to manage work orders history and track job status and repair costs.
• Tracking, monitoring and reporting of daily Service Level Agreement compliance and sharing the report with CBRE and Client Management.
• Tracking, monitoring and reporting of KPI scorecard on fortnightly basis and sharing with all relevant stakeholders
• Collection and collation of data for compilation of KPI reports on monthly basis for submission to client
• Ensuring updated KPI scorecard is uploaded on myvantage portal on month-on-month basis.
• Creation of Purchase Requisites / Purchase Order for OPEX invoices on monthly basis
• Collection and collation of “Completed Not Billed” on the month end for OPEX & CAPEX work orders and sharing the report with field team and CBRE management.
• Onboard new customers (dealers) on CBRE Myservice portal as well as follow up with existing inactive customers to utilize the portal.
• Onboard new contractors/suppliers on CBRE MyWork portal.
• Generates and provides management reports on topics tracked such as work backlog, L3 performance reviews, equipment repair history and cost, trouble calls, work orders, and customer satisfaction.
• Identifies opportunities to improve process, planning or performance through analysis of work order flow, project demands and expectations.
• Reviews utilization and cost data to recommend corrective actions to reduce costs.
• Creation of new site IDs in the FMP Maximo for newly constructed retail sites and update of network sheet accordingly on as and when required basis.
• Monthly review and sharing of network sheet including NERA rating update with team and CBRE management.
• Creation of assets for newly constructed sites in the FMP system.
• Coordination and liaison with team for travel plan and arrangements of the boarding, lodging and travelling of the team.
• Creation of Purchase Orders and tracking of Pos via MyBuy (Coupa) for account-based expenditures (travelling, accommodations, trainings etc.)
• Onboarding of new joiners related to back-office operations and timely initiate access request of relevant portals such as CBRE Myservice, Mywork, MyVantgae etc. for new joiners.
• When required will act as a call centre representative and answer calls during peak hours. Will be expected to back-up the dedicated CSR staff during their busy periods and when sickness / holidays demand.
• Ensure timely completion of actions parked for all non- conformance at PSC end from internal/external audits with Zero Repeat Findings.
• Any other job as assigned by LOM and/or CDM.

Compliance Management

• Report all service shortcomings affecting the guest experience to your line manager regardless of what service is being provided.
• Compliance to Business Continuity Plan as and when implemented by line /business management.
• Closure of actions assigned to the role from Internal/External Audit findings and non-conformances within agreed action timeline and ensuring relevant gaps are not repeated in next cycle of audit.
• Support your team with continuous improvement to services and procedures.
• Comply with all company policies and procedures and maintain company standards.
• Be fully conversant with the reporting procedures for any non-conformance / incident in relation to Operations, H&S and first aid.

What You’ll Need:

Skills & experience

• Strong customer services skills and experience within a high-profile environment.
• Service orientated attitude combined with a flair for pro-active problem solving to exceed customers' expectations.
• Excellent computer skills (Microsoft Word, Excel, PowerPoint, some experience with CNNS) and the ability to learn new software, systems and social media platforms
• Ability to easily memories names and recognize individuals’ particulars.
• Ability to provide services to the highest specification
• Strong team player within a Customer Service team and Service Providers.
• Ability to manage service disruptions in a seamless manner via effective use of the team’s resources to maintain business as usual activity.
• Ability to motivate self and others, excellent time management and organizational skills.
• Good organizational and interpersonal skills
• Good English & Urdu verbal and written communications skills

Education & Experience

• Graduate form a reputed university or college and/or accredited with relevant professional body
• Three to Five years' progressive experience in scheduling/planning activities or a similar background. Be approachable and able to work with all levels of employees in the organization.
• Experienced and understand of OMC business in an asset
• Working knowledge of Facilities and Project Management
• Performance excellence
• At a formal level the job holder will be charged with a number of Customer Service/relationship objectives as part of their annual appraisal and development plan.
• At an informal level the individual will be encouraged to actively participate in the customer service and wider FM team to drive continuous improvement.

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.