Operations Manager

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 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
• Work with MD to resolve any fee disputes

Strategic Planning / Budgeting / Expense Management

• Support strategic planning processes across the various service lines 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, 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 policy
• Work with MD 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 Revenue Accountants/Revenue Accounting Administrators, Project 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 MD and fee-earners to determine strategy for collecting payments
• Regularly review fee earner account balances to ensure they are repaid in a timely manner
• In 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 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, working in conjunction with Marketing, as appropriate
• Oversee 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 Coordinator
• Transaction Manager
• 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 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”