Managing Director, Investor Services, Project & Development Services

Job Description Summary The Managing Director, Investor Services builds and leads PDS's national Investor Services business unit, which delivers project management for investor clients through Property Management Agreement (PMA) relationships. The role has national accountability for the unit's strategy, operating model, and financial performance. The mandate is to turn a collection of locally run relationships into a consistent, scalable platform. It is not to add PMAs, but to grow project revenue, profitability, and client penetration from the investor portfolios C&W already manages.

The MD sets national standards for service delivery, scope, reporting, and billing. They establish portfolio leadership for the top institutional investor relationships and run a common performance scorecard, including project capture rate and revenue per managed asset. They also plan resources and capacity across markets so staffing matches revenue. The MD leads through influence, partnering with Market Leaders, Property Management and Asset Services leadership, and PDS executives.

Local client ownership stays with the markets, while the MD coordinates across them. They are accountable for the annual business plan, the 18-month implementation roadmap, and the development of Portfolio Leaders, and they act with professionalism and integrity in every client and colleague relationship.

Business Unit Strategy & Growth Develop and execute the national Investor Asset Services strategy and annual business plan, focused on growing project revenue, profitability, and client penetration from assets already managed under PMAs. Lead the 18-month implementation roadmap: data reconciliation and capture-rate tracking, a 1–2 market pilot, then national scale-up. Grow revenue per managed asset by improving project capture, increasing visibility into capital plans and upcoming opportunities, and partnering with Property Management to convert existing relationships into project work.

Use proven capture-rate data to guide any selective new-PMA pursuit.

Standardized Service Delivery & Operational Excellence Own the national Investor Asset Services playbook: scope, roles and responsibilities, SOPs, client communication standards, reporting templates, escalation procedures, and PM methodology. Standardize fee-approval and billing documentation across markets to remove delays in revenue recognition. Establish national standards for delivery, risk management, and assurance, and hold Market Leaders to them.

Portfolio Management & Client Engagement Establish Portfolio Leaders for the top 10–20 investor relationships. This is portfolio leadership that supports local client ownership, not national account ownership. Run quarterly portfolio business reviews and annual portfolio growth plans covering assets, stakeholders, revenue history, known capital projects, and risks. Build and maintain account tiering (national institutional, regional, local) once portfolio-size and footprint data supports it.

Represent the business unit with senior investor clients, asset managers, and at industry events.

Resource Planning & Financial Management Own national P&L visibility for the business unit, including accurate reporting, allocation, and reconciliation. Run forecasting, pipeline visibility, and capacity planning across markets; align staffing to revenue, using redeployment rather than reduction wherever possible. Give Market Leaders standing to decline unprofitable work, backed by standardized scope.

Performance Management & Governance Implement a common KPI scorecard across all markets: PMA revenue, project capture rate, revenue per account, gross…