Reporting to the CEO, the EVP Shared Services will play a critical role in defining, implementing, deploying, and leading the next-generation service model of critical enterprise-wide, customer-facing financial and operational capabilities. Most basically, the mission of Shared Services is to deliver consistent outcomes and high-quality, efficient tools and support that enable RealManage branch staff (specifically, the Community Association Manager) to provide exceptional customer service every day.

• Develop the next-generation service model: Along with the executive team, baseline the current state of each Shared Services function in delivering on its mission and establish a near-term and longer-term vision for superior service and delivery.
• Establish & manage to productivity-driven service levels and KPIs: Determine near- and longer-term targets for improved productivity and implied staffing levels across the entire Shared Services team. Establish and drive clear KPIs for both quality and productivity.
• Partner with branch leaders and client-service staff: Develop strong working partnership with branch leadership, both aligned to enable front-line performance and ultimately client satisfaction and client retention
• Re-inforce a culture of service excellence: Rally the Shared Services organization around its mission to enable front-line staff in delivering exceptional customer service
• Leverage technology: Create best practices and identify opportunities to further leverage RealManage’s proprietary CiraConnect platform
• Support integration: Partner with the IMO team to support the successful onboarding of newly acquired businesses onto the RealManage Shared Services platform

• 15 years+ experience leading a Shared Services organization with both transaction processing and consultative, financial professional services
• Experience leading multiple teams to deliver quality outcomes against both efficiency and effectiveness KPIs
• Passion for enabling front-line performance and ultimately driving business results
• Ability to lead/ensure quality at scale across critical financial functions (accounting, treasury, A/P, A/R, etc.)
• Large, complex, distributed/branch-based operations
• Services experience, either B2B or B2C
• PE experience
• Strong financial acumen
• Experience driving change and continuous improvement Ability to leverage technology M&A integration expertise