Operations Manager

Job Title

Operations Manager

Job Description Summary

Job Description

Position: Operations Manager

Job Profile: PTP003 - Operations Professional III

Summary

Responsible for managing local office support operations for brokerage services within a specified market.  This role will ensure that administrative and operational functions are provided to local offices in an efficient and effective manner. The Operations Manager will provide management oversight for Brokerage Coordinators, Marketing and Research within their own office. They will work closely with the Regional Director of Operations, Managing Principal and fee-earner(s) within the market to provide support and implement strategic initiatives. 

Key responsibilities

Manage Office Operations

• Creatively solve problems to ensure the market’s offices operate in an efficient and effective manner
• Provide formal leadership, mentoring and supervision to the administrative and office operations support staff
• Organize, assist, oversee and lead internal meetings and events
• Collaborate with counterparts in other markets to learn and utilize best operational practices
• Evaluate and document innovative service delivery options and share insights across markets
• Ensure that education, credentials and licensing of staff is current
• Responsible for patterning with talent acquisition on all recruiting and onboarding
• Lead performance management, employee coaching, counseling and policy adherence in conjunction with HR
• Take timely action with Human Resources to correct unsatisfactory conditions or performance issues
• Oversee and manage the purchasing and maintenance of office supplies and office equipment (i.e., furniture, IT equipment, telephones, snack services, plants, etc.)
• Oversee mail room operations and staff (i.e., mail sorting, postage machine, fax machines)
• Oversee office technology implementations, upgrades, support, facilities, telecommunications, emergency preparedness and business continuity planning
• Ensure corporate standards and internal company processes and systems are leveraged
• Act as a role model and mentor for the office staff
• Coordinate and distribute work between Broker support and Administrators if roles exist within local office

Support Sales and Transactions

• Track all listings and signs
• Work with sign vendor
• Track listing expirations and work with fee-earner, Project Coordinator, and sign vendor to take action on expired listings
• In the absence of functional leadership, manage research, marketing, and service delivery staff to best serve fee-earners in delivery of material
• In the absence of functional leadership, work with fee-earners to deploy teams of research, marketing, and service delivery staff based on level of effort and expertise required for delivery of material

Strategic Planning / Budgeting

• Work with Regional Director of Operations to 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.
• Work with FP&A and Director of Market Operations to build annual budget for office
• Incorporate pipeline information, as needed

Pipeline Management, Revenue Reporting and Forecasting

• Help promote a culture of compliance within office for fee-earners and Project Coordinators to routinely update CRM system
• Communicate and enforce guidelines on updating CRM system within office
• Work with Regional Director of Operations to follow up with fee-earners, Project Coordinators, as needed, to update pipeline information

Track Listings and Deal-Related Expenses

• Enter and update opportunity information in CRM system according to prescribed guidelines
• Maintain tracking of expenses related to deals, using Commissions Accounting and CRM Systems
• Track expense budgets for all deals and escalate concerns to Regional Director of Operations, as needed

Vendor Management / Administration

• Manage purchasing and maintenance of office supplies and office equipment (i.e., furniture, IT equipment, telephones, snack services, plants, etc.) by ordering through Workday, procurement, or outside vendor
• Solicit and negotiate vendor bids, contracts, and pricing
• Enter all new local vendors into Workday and cleanse data, if required

Coordinate Events and Conferences

• Oversee any events and conferences within the market
• Manage budget, firm brand, marketing, and PR

Other Administrative Duties

• Track broker licenses, professional memberships, and educational requirements and follow up with fee-earners on any delinquencies or upcoming actions required
• Manage onboarding for all local new hires, including preparing space and equipment
• Work with Regional Director of Operations on business continuity issues such as emergency plans
• Coordinate any moves by designing seating plan
• Work in conjunction with IT, Real Estate and management on all moves
• Manage required adjacencies, anticipated recruiting, and attrition
• Track vacancy and utilization metrics within office
• In the absence of an Administrator role within the office, perform administrative duties  such as booking travel, answering phones, managing conference spaces, receiving guests, cleaning kitchens and conference spaces, collecting and distributing mail, run copy room or copier, submitting maintenance requests (See also Administrator / Senior Administrator job profiles for more information)

Approve Expense Reports

• Review and approve all expense reports and determine if expenses are appropriate and in policy in Expense system
• Review business case for necessity of expenditure

Reconciliations / Period End Activities

• Reconcile fee share and expense pools on a periodic basis
• Submit reconciliation to Director of Market Operations and fee-earner for approval
• Provide approved reconciliation to appropriate party for processing of surplus payout or shortfall collection

Recruiting/Hiring/On-boarding Staff

• Work with HR to develop job descriptions for identified openings
  • Interview candidates for various positions
  • Coordinate with HR, Department Head, Office Coordinator/Office Manager, IT/Telecomm to ensure all equipment is ordered, desk is set up and ready on Day 1
  • Determine start date, department, manager, etc.
  • Use WorkDay for all HR needs  (ETS in Global HQ)
  • Manage employees and delegate workflow
  • Prepare and deliver annual performance reviews and KPI’s
  • Work in conjunction with HR on performance issues
  • Ensure compliance with record keeping and policy adherence

Reporting relationship

Role will report to the following:

• Managing Principal and Regional Director of Operations

Role may have the following reports:

• Operations: Receptionist, Administrator, Senior Administrator, Executive Administrator, Office Coordinator, Senior Office Coordinator, Production Specialist
• Service Delivery: Project/Brokerage Coordinator, Senior Brokerage/Project Coordinator, Financial Analyst, Senior Financial Analyst, Associate, Senior Associate, Marketing, Research Analyst

Metrics

Role will be evaluated on the following:

• Management of costs to budget, keeping variances to a minimum
• Positive attitude
• Professionalism
• Efficiency and dependability
• Organization
• Customer service and people skills
• Market adoption and leadership of strategic corporate initiatives, such as  CRM system
• Desk and phone coverage, along with out of office coverage of support staff
• Timeliness in delivering mail, copies
• Timeliness and responsiveness to requests and conflict resolution

Background and Experience

Demonstrated experience should include:

• Bachelor’s degree or equivalent experience
• 5-10 years of administrative support experience
• 2 years of executive level support experience preferred

Competencies

• Exposure to project and process management
• Proven ability in conflict resolution
• Exposure to executive communications
• Excellent written, oral, and presentation skills
• Strong Microsoft Office Suite skills
• Knowledge of the real estate industry and business model
• Knowledge of Salesforce, Workday and budgeting software
• Ability to plan, organize, and manage processes
• Ability to read, comprehend, and analyze P&L statements
• Knowledge of HR practices, including recruitment, interviewing, hiring, employee relations, and staff development

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.