Job Title

Operations Manager

Job Description Summary

SUMMARY

Responsible for managing local office operations for commercial services within a local office. This role will ensure that administrative and operational functions are provided in an efficient and effective manner and will work closely with Market Leaders and supporting functions to implement strategic initiatives. As an operations leader, this individual will ensure there is sufficient office support and act as a steward for operational excellence initiatives.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide leadership, mentoring and management to the administrative and office operations staffDirect all financial management of the office, including monthly and annual operating budgets, forecasts, pipeline and reporting, and expense managementEnsure operational excellence through structural optimization and process efficienciesCommunicate, support and enforce company policies, procedures and initiatives throughout the market Responsible for approvals at local level for Travel & Expenses, commission documentation, payables, and resourcing needsWork with local Leadership to establish or cultivate Cushman & Wakefield culture in a local market and uphold the firm’s values, mission and standards at all timesPartners with local Leadership to develop and implement best practices within the office and, when appropriate, makes critical judgement calls on behalf of the local leadership team

KEY RESPONSIBILITIES

Lead Market Operations

Responsible for working with the local Leadership and Regional Operations Director to achieve short-and-long-term objectives set for the marketEnsure profitability and product quality of the service delivery and support resources within the marketCreatively solve problems to ensure the market’s offices operate in an efficient and effective mannerLeverage internal company-wide resources and advocate, support and increase adoption of firm-wide initiatives.Ensure that office and all professionals are fully compliant with all local, provincial, and national licensing and regulatory requirementsBe a resource to fee-earners for purposes of company-wide service delivery offeringsCollaborate with counterparts in other markets to learn and utilize best operational practicesDevelop short- and long-range operating objectives, policies and programsEnsure overall achievement of budgeted financial targets and other standards set forth in approved business plans within the marketPromote and ensure compliance with company policies and operating proceduresEncourage cross-service line and cross functional collaboration across the specified marketDemonstrate expertise with all facets of the company’s business, specifically services provided and customers served

Strategic Planning / Budgeting / Expense Management

Support strategic planning processes within the assigned marketDraft and finalize budget (revenue and expenses)Solicit input from service line, fee-earners and market leads at pre-budget meetings regarding recent wins, pipeline activity, anticipated recruiting and attrition, capital spend, etc.Manage expenses to planReview and approve all expense reports and determine if expenses are appropriate, categorized correctly and in policy in WorkdayReview business case for necessity of expenditureUnderstand expense policy for compliance and correct coding

Pipeline Management, Revenue Reporting and Forecasting

Develop, communicate and enforce guidelines on updating CRM system within MarketReview pipeline report for accuracy and follow-up with fee earners, as needed to update  Communicate finalization of pipeline to Leadership and answer questions as necessary

Deal Documentation, Commissions Accounting, Invoice Processing/Coding

Oversight for all deal processing, receivables, billing, and cash collections in a market.Provides Deal Management consulting and education to Fee Earners, Brokerage Coordinators and local/regional Leadership and answer questions related to: commissions, required deal documentation, and revenue recognition (i.e. Payment inquiries: Overpayment, underpayment, deductions, transaction detail & account balances)Work with Leadership to manage any conflicts over information recorded in deal documentationWork with Legal Counsel to determine if changes to standard contracts/agreements are requiredOversee all incoming invoices using WorkdayWork with Brokerage Coordinators, and fee-earners, if necessary, to review all deal expenses associated with a closed dealOversee tracking of expenses related to dealsReview outstanding receivables and work with Leadership and fee-earners to determine strategy for collecting paymentsRegularly review fee earner account balances to ensure they are repaid in a timely manner

Recruiting/Hiring/On-boarding Staff

Responsible for hiring, onboarding, exiting local employees, in conjunction with HR. This includes properly opening/closing the position, interviewing candidates, ensuring equipment is obtained, interviewing, ensuring proper Day 1 experience  Prepare and deliver performance reviewsWork in conjunction with HR on performance issuesEnsure fee earners and employees are properly offboardedEnsure compliance with record keeping and policy adherence

Other Operational Duties

Oversee tracking of broker licenses, professional memberships, and educational requirements and follow up with fee-earners on any delinquencies or upcoming actions requiredCoordinate all aspects of office moves and real estate projectsCreate and implement business continuity and emergency preparedness planOversee any events and conferences within the marketOversee and manage the purchasing and maintenance of office supplies and office equipment

REPORTING RELATIONSHIP

Role will report to the following:

Local Market Operations Director, Managing Principal and/or Regional Operations Director

Role may have the following reports:

Operations: Receptionist, Executive Administrator, Operations Coordinator, Operations Specialist, Office ManagerService Delivery: Brokerage Coordinator, Senior Brokerage Coordinator, Brokerage Specialist, Financial Analyst, Senior Financial Analyst

METRICS

Role will be evaluated on the following:

Revenue and EBITDA performanceMarket adoption and leadership of strategic corporate initiative, such as CRM systemStrength of office cultureOffice/Market policy adherence

BACKGROUND AND EXPERIENCE

Demonstrated experience should include:

Bachelor’s degree in Business Administration;5 to 7 years of operational management experience, real estate industry experience a plusSignificant progressive experience in operational and process managementSupervisory experience of accounting processes and tasks

Competencies

Extensive exposure to project and process managementProven ability to manage and monitor budgetsProven success in conflict resolutionSignificant exposure to high level executive communicationsExcellent written, oral, and presentation skillsStrong Microsoft Office Suite skillsAbility to plan, organize and manage processesAbility to read, comprehend and analyze P&L statementsKnowledge of HR practices recruitment, interviewing, hiring, employee relations and staff developmentAbility to manage employees and delegate workloadWork effectively in a team environment, coordinating time and tasksHigh attention to detailKnowledge of the real estate industry and business model

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative​ Action employer. All qualified applicants will receive consideration for employment without  regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.