Job Title

Operations Manager

Job Description Summary

The Operations Manager is a critical role that partners with the Managing Principal (MP) to manage the market and implement strategic and operational excellence initiatives. This individual manages day to day local market operations and administrative functions in an efficient and effective manner, provides management oversight for all operations functions and administrative staff and is responsible for developing and managing to the annual budget.

Job Description

Essential Duties & Responsibilities

Provide leadership, mentoring and management to the administrative and office operations staffAssist MP with financial management of the market brokerage 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 T&E, commission documentation, payables and resourcing needsWork with the MP to establish or cultivate Cushman & Wakefield culture in the local market and uphold the firm’s values, mission and standards at all timesPartners with Managing Principal to develop and implement best practices within the office, and is a vital member of the local leadership team

KEY RESPOSIBILITIES

Lead Market Operations

Responsible for working with the MP 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 office operates in an efficient and effective mannerLeverage internal company-wide resources and advocate, support and increase adoption of firm-wide initiativesEnsure 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 servedTrack all broker contracts to ensure compliance with the terms

Budgeting / Expense Management

Partner with the MP, Regional Operations Director and Finance Director to draft and finalize budget (revenue and expenses)Solicit input from fee-earners regarding recent wins, pipeline activity, anticipated recruiting and attrition, strategic investments, 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

Communicate and enforce guidelines on updating CRM system within MarketWork with MP to review pipeline report for accuracy and follow-up with fee earners, as needed to update  Oversee and manage the purchasing and maintenance of office supplies and office equipment (i.e. furniture, IT equipment, telephones, snack services, etc.)Solicit and negotiate vendor bids, contracts, and pricingEnsure all vendors are included in Workday Vendor Management

Deal Documentation, Commissions Accounting, Invoice Processing/Coding

Oversight for all deal processing, receivables, billing and cash collections in the marketProvides Deal Management consulting and education to Fee Earners, Admins, Revenue Accountants and local/regional Leadership questions related to: commissions, required deal documentation, and revenue recognition (i.e. Payment inquiries: Overpayment, underpayment, deductions, transaction detail & account balances)Work with MP to manage any conflicts over information recorded in deal documentationOversee all incoming invoices using WorkdayWork with Revenue Accountants, 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 MP and fee-earners to determine strategy for collecting payments

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, onboarding, ensuring proper Day 1 experience  Prepare and deliver annual 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 and educational requirements and follow up with fee-earners on any delinquencies or upcoming actions requiredCreate and implement business continuity and emergency preparedness planOversee any events and conferences within the market, working in conjunction with Marketing, as appropriateOversee and manage the purchasing and maintenance of office supplies and office equipment

BACKGROUND & EXPERIENCE

Demonstrated experience should include:

Bachelor’s degree in Business Administration or similar degree preferred5+ years’ or more 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 skills required; experience with WorkDay and Salesforce a plusAbility 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 supervise multiple direct reports 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.