**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 staff + Direct all financial management of the office, including monthly and annual operating budgets, forecasts, pipeline and reporting, and expense management + Ensure operational excellence through structural optimization and process efficiencies + Communicate, 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 needs + Work 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 times + Partners 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 market + Ensure profitability and product quality of the service delivery and support resources within the market + Creatively solve problems to ensure the market’s offices operate in an efficient and effective manner + Leverage 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 requirements + Be a resource to fee-earners for purposes of company-wide service delivery offerings + Collaborate with counterparts in other markets to learn and utilize best operational practices + Develop short- and long-range operating objectives, policies and programs + Ensure overall achievement of budgeted financial targets and other standards set forth in approved business plans within the market + Promote and ensure compliance with company policies and operating procedures + Encourage cross-service line and cross functional collaboration across the specified market + Demonstrate 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 market + Draft 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 plan + Review and approve all expense reports and determine if expenses are appropriate, categorized correctly and in policy in Workday + Review business case for necessity of expenditure + Understand expense policy for compliance and correct coding **Pipeline Management, Revenue Reporting and Forecasting** + Develop, communicate and enforce guidelines on updating CRM system within Market + Review 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 documentation + Work with Legal Counsel to determine if changes to standard contracts/agreements are required + Oversee all incoming invoices using Workday + Work with Brokerage Coordinators, and fee-earners, if necessary, to review all deal expenses associated with a closed deal + Oversee tracking of expenses related to deals + Review outstanding receivables and work with Leadership and fee-earners to determine strategy for collecting payments + Regularly 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 reviews + Work in conjunction with HR on performance issues + Ensure fee earners and employees are properly offboarded + Ensure 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 required + Coordinate all aspects of office moves and real estate projects + Create and implement business continuity and emergency preparedness plan + Oversee any events and conferences within the market + Oversee 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 Manager + Service Delivery: Brokerage Coordinator, Senior Brokerage Coordinator, Brokerage Specialist, Financial Analyst, Senior Financial Analyst **METRICS** **Role will be evaluated on the following:** + Revenue and EBITDA performance + Market adoption and leadership of strategic corporate initiative, such as CRM system + Strength of office culture + Office/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 plus + Significant progressive experience in operational and process management + Supervisory experience of accounting processes and tasks **Competencies** + Extensive exposure to project and process management + Proven ability to manage and monitor budgets + Proven success in conflict resolution + Significant exposure to high level executive communications + Excellent written, oral, and presentation skills + Strong Microsoft Office Suite skills + Ability to plan, organize and manage processes + Ability to read, comprehend and analyze P&L statements + Knowledge of HR practices recruitment, interviewing, hiring, employee relations and staff development + Ability to manage employees and delegate workload + Work effectively in a team environment, coordinating time and tasks + High attention to detail + Knowledge 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. INCO: “Cushman & Wakefield”