Process Improvement Lead - COE Job ID 255408 Posted 24-Jan-2026 Service line PJM Segment Role type Full-time Areas of Interest Communications/Public Relations, Data & Analytics, Project Management Location(s) London - England - United Kingdom of Great Britain and Northern Ireland The Process Improvement Manager - Center of Excellence is a key role at CBRE GWS/T&T responsible for driving process improvements, managing the CPM PJM Playbook, and collaborating with internal and external clients. The role involves overseeing a team, coordinating with vendors and partners, collecting and analysing data, and ensuring compliance with documented processes. **Key Responsibilities** **Operations & Governance** + CPM PJM Playbook & Documentation: Maintain and improve the CPM PJM Playbook and associated documentation. This includes ongoing process improvements, documentation, compilation, and monthly distribution to CPM teams and partners. Manage the organization of supporting documents for effective project delivery. + Document Integrity & Audit: Oversee the monthly project folder/document audit (Document Integrity Review) to ensure PJM adherence to documented processes. Distribute final audit results and drive corrective actions. + Process Improvement & Standardization: Lead efforts to understand, document, and standardize operational procedures, platform policies, and business practices. Identify and resolve issues, propose alternative solutions, and collaborate on the development of tools and processes to optimize performance. + Project Charter Management: Monitor project charter reporting in Smartsheet daily, ensuring timely approvals, proper submissions, and accurate documentation of anticipated phase close dates. + Archibus Project Setup: Configure new projects in Archibus on behalf of the international team. + Daily Project Governance: Monitor Vantage Analytics and other applicable dashboards daily to assess CPM project status reports, Watch List, and other key data points. Follow up with Project Managers (PMs) on any missing, inaccurate, or highlighted information to ensure accurate Archibus reporting and timely project closeouts. + Monthly Document Integrity Review: On the first of every month, review all active and closed project folders, and required documents by phase to ensure PM's are completing and saving needed documents. **Performance Management & Reporting** + CPI/KPI Management: Collect monthly CPI/KPI data, generate reports, score results, and correct data as needed. Obtain PJM comments and clarifications as necessary. Collect CBRE Director self-KPI scores. Schedule and coordinate client review calls. Distribute results to the Account Operations office for Account Metric Reporting. Collaborate with SLT and BNY to develop new CPI/KPI metrics, effective 2025. + Weekly Reporting: Compile and deliver weekly project status updates with contextual analysis to the client, based on daily project governance findings. (Performed for the last five months) + Tariff Impact Reporting: Provide ad-hoc reporting on the impact of tariffs on AMS projects. **T** **eam Leadership & Development** + Center of Excellence (COE) Team Management: Provide regular oversight of COE staff responsibilities. Ensure training completion, support professional development, conduct mid-year and annual performance evaluations, and hold regular 1:1 meetings. + COE Learning & Development Newsletter: Compile and distribute a weekly newsletter (every Monday) with key insights, tips, communications, and training resources to the internal team and the client. **Collaboration & Communication** + Vendor/Partner Collaboration: Coordinate and schedule opportunities for suppliers to present, train, or demonstrate their products or services. (Previously: SOM and Anew) + Liaison for BNY Partners (Process Integration): Serve as the primary point of contact to coordinate with BNY partners (Procurement, Accounting, Finance, TSG, ESG) to capture and document internal processes. Ensure alignment and agreement on documented processes and conduct periodic follow-ups to maintain accuracy. + Liaison for CBRE Account Operations: Advocate for the PJM group's reporting needs. Roll out Account Operations initiatives to the PJM group. Ensure that BNY CPM requests are actioned for reporting requirements. Participate in pilot activities for new technology (e.g., AutoDesk). + Communications: Manage the rollout of the monthly Playbook distribution, new hire announcements, ad-hoc process updates, administrative requirements, and training reminders. + PJM/FM Collaboration: Coordinate collaboration sessions between PJM and FM Directors (2023). Survey both teams to gather feedback on improvement opportunities. Schedule global calls, compile agenda materials, and facilitate discussions. **Onboarding & Resource Management** + Employee Onboarding: Submit onboarding requests to BNY. Author and distribute new employee communications to the CPM team and integral partners. Conduct onboarding training specific to the PJM Playbook. Submit building access and extension requests as needed. + Variable Employee Program: Lead the current exploration of the Variable Employee Program. Ensure alignment with the Finance team and that appropriate and required documentation is in place. + Variable Invoicing: Lead and manage the end-to-end Variable Invoicing process including purchase order (PO) generation, invoice tracking and stamping, and organization of documents with clear points of contact and process flow. **Troubleshooting & Support** + Daily Troubleshooting: Provide support to the internal team, troubleshooting minor-to-medium process and systems issues that arise. + Pre-Audit Support: Assist the Compliance team in gathering evidence and documentation in preparation for the upcoming formal audit. **Skills and Knowledge required** + Networking and interpersonal skills. + Lead by example and model behaviors that are consistent with CBRE RISE values. + Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred. + Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations, and handle problems + Leadership skills to set, manage and achieve targets with a direct impact on multiple department results within a function + In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc. + Expert organizational skills and an advanced inquisitive mindset. + Sophisticated math skills. Ability to calculate mildly complex figures such as percentages, fractions, and other financial-related calculations. _Disclaimer:_ _Please be advised that effective January 1, 2025, CBRE Project Management and Turner &Townsend were consolidated into a single global business entity. As a candidate applying for a position, you should be aware that while your initial employment may be with CBRE GWS, you will subsequently transfer directly to Turner & Townsend at a date to be determined._ **QUALIFICATIONS** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. **EDUCATION and EXPERIENCE** Bachelor's degree (BA/BS) in a related field required plus a minimum of ten years experience with process improvement, project management or other related experience. Prior supervisory experience required. Lean kaizen facilitation experience highly desired. Prior process improvement and cost reduction experience **CERTIFICATES and/or LICENSES** Black Belt Lean Six Sigma Certification required. **COMMUNICATION SKILLS** Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action. Excellent communication skills both written and verbal, and able to communicate with people at all levels across the organization. **FINANCIAL KNOWLEDGE** Requires in-depth knowledge of financial terms and principles. Reviews complex financial/business analysis and reports prepared by subordinates. Ability to analyze the most complex business/financial data and develop innovative solutions. Develops and implements financial policies and procedures. Approves and oversees department budget. **REASONING ABILITY** Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company. **OTHER SKILLS and ABILITIES** Advanced knowledge of computer software and hardware (i.e. Microsoft Office Suite Products). Demonstrated ability to motivate others and achieve results. Ability to work in an environment where delivering requirements within tight timescales is a pre-requisite. **SCOPE OF RESPONSIBILITY** Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve complex results. Responsible for setting project, department and/or division deadlines. Errors in judgment may cause long-term impact to line of business and/or overall company. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)