QA/ Wkpl Services Lead Job ID 248111 Posted 17-Nov-2025 Service line Advisory Segment Role type Full-time Areas of Interest Construction Location(s) Makati City - National Capital Region - Philippines **About the Role:** As both a leader of and contributor of the team fulfilling support services, the Services Lead is the subject matter expert and daily point of contact for both clients and team members. Exemplary customer service, critical thinking and problem-solving skills, as well as the ability to prioritize, are keys to success in this position. The nature of the position also requires an ability to communicate clearly on a variety of different levels, both externally and internally and may include managing special projects. **What You’ll Do:** The essential duties and responsibilities include the following. Other duties and responsibilities may be assigned to meet business needs. + Desire and ability to work as part of a team to effectively collaborate and contribute to the services being delivered to clients. + Mentor and manage others through influence the various teams supporting the work of multiple service desks across multiple time zones, cultures & geographies. + Provide directions and make quick judgment calls in accordance with the best interests of the business, employees and in alignment with client expectations. + Monitor support requests and provide guidance to the team processing and managing those requests to maintain a 95% (or higher) Service Level Agreement compliance. + Update and manage operating procedures playbooks & process documentation and effectively communicate any changes to the team. + Analyze applicable metrics and communicate findings to appropriate stakeholders. + Develop and conduct internal department and client-focused training as needed. + Define and apply quality assurance on deliverables and provide best practice consulting as needed. + Serve as the point of escalation for business critical or multifaceted issues ensuring they are handled in a consistent, timely, and professional manner. + Take ownership of assigned / escalated support requests, providing solutions, troubleshooting, guidance to ensure resolution is obtained. + Strong presentation, verbal, and written communication skills. + Ability to anticipate and understand the emerging needs of clients and communicate effectively to meet evolving client requests. + Ability to establish and maintain effective relationships with coworkers and customers to gain their trust, including experience leading by example. + Ability to think critically to solve difficult problems with effective solutions. + Ability to realize operating leverage through process improvement, gaining capacity for value-added work + Proven ability to handle complex issues, delivering on time and within budget. + Strong relationship building and stakeholder management skills. + With Occupancy Management Manila support, acquire and maintain relevant certifications, training, skill development relevant to primary service focus and maintain knowledge of current or emerging technologies within primary field or service area. **What You’ll Need:** + Bachelor’s degree preferred; 3–5 years in Facilities Management, Occupancy Planning, or related fields. + Proven leadership experience with strong customer service orientation. + Excellent communication, analytical, and problem-solving skills. + Proficiency in MS Office; AutoCAD and IWMS/CAFM (Archibus) experience preferred. + Certifications in Architecture, Interior Design, or Facilities Management are a plus. **C** **ompany Perks and Benefits:** + Government Mandated Benefits + Work onsite setup + Paid Leaves (15 SL and 15 VL annually) + HMO with up to three free dependents + Life Insurance + Annual Performance Bonus + Annual Merit Increase **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. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)