Job Title

Operations Manager

Job Description Summary

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 the MD 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 Managing Principal to develop and implement best practices within the office and, when appropriate, makes critical judgement calls on behalf of the local leadership team

Job Description

Key responsibilities

Lead Market Operations

Responsible for working with the local MD 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 servedWork with MD to resolve any fee disputes

Strategic Planning / Budgeting / Expense Management

Support strategic planning processes across the various service lines 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, Admins, Revenue Accountants/Revenue Accounting Administrators 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)Approve deal documentation and Revenue Summary Document to verify splits and other transaction details and work with fee-earners, as needed, to verify/update information and ensure adherence to policyWork with MD 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 Revenue Accountants/Revenue Accounting Administrators, Project 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 MD and fee-earners to determine strategy for collecting paymentsRegularly review fee earner account balances to ensure they are repaid in a timely mannerIn conjunction with the Revenue Accountants/Revenue Accounting Administrators, ensure broker adoption of broker reports

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 market, working in conjunction with Marketing, as appropriateOversee and manage the purchasing and maintenance of office supplies and office equipment

Reporting relationship

Role will report to the following:

Operations Director

Role may have the following reports:

Brokerage CoordinatorTransaction ManagerFinancial 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 also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 93,585.00 - $110,100.00

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

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”