Operations Manager

Job Title

Job Description Summary

Job Description

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 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)
• Work with brokers and Market Leaders 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 Market Leaders 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:

• Regional Operations Director

Role may have the following reports:

• Brokerage Coordinator
• Transaction Manager
• Financial Analyst
• Brokerage Specialist
• Operations Coordinator

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

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 Accommodations@cushwake.com. Please refer to the job title and job location when you contact us.