Service Delivery Operations Manager Jobs in Illinois

Job Title

Operations Manager

Job Description Summary

The Operations Manager is a critical role that partners with the Managing Principal (MP) to manage the market and implement strategic and operational excellence initiatives. This individual manages day to day local market operations and administrative functions in an efficient and effective manner, provides management oversight for all operations functions and administrative staff and is responsible for developing and managing to the annual budget.

Job Description

Essential Duties & Responsibilities

• Provide leadership, mentoring and management to the administrative and office operations staff
• Assist MP with financial management of the market brokerage 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 T&E, commission documentation, payables and resourcing needs
• Work with the MP to establish or cultivate Cushman & Wakefield culture in the 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 is a vital member of the local leadership team

KEY RESPOSIBILITIES

Lead Market Operations

• Responsible for working with the MP 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 office operates 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
• Track all broker contracts to ensure compliance with the terms

Budgeting / Expense Management

• Partner with the MP, Regional Operations Director and Finance Director to draft and finalize budget (revenue and expenses)
• Solicit input from fee-earners regarding recent wins, pipeline activity, anticipated recruiting and attrition, strategic investments, 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

• Communicate and enforce guidelines on updating CRM system within Market
• Work with MP to review pipeline report for accuracy and follow-up with fee earners, as needed to update  
• Oversee and manage the purchasing and maintenance of office supplies and office equipment (i.e. furniture, IT equipment, telephones, snack services, etc.)
• Solicit and negotiate vendor bids, contracts, and pricing
• Ensure all vendors are included in Workday Vendor Management

Deal Documentation, Commissions Accounting, Invoice Processing/Coding

• Oversight for all deal processing, receivables, billing and cash collections in the market
• Provides Deal Management consulting and education to Fee Earners, Admins, Revenue Accountants 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 MP to manage any conflicts over information recorded in deal documentation
• Oversee all incoming invoices using Workday
• Work with Revenue Accountants, 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 MP and fee-earners to determine strategy for collecting payments

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, onboarding, ensuring proper Day 1 experience  
• Prepare and deliver annual 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 and educational requirements and follow up with fee-earners on any delinquencies or upcoming actions required
• 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

BACKGROUND & EXPERIENCE

Demonstrated experience should include:

• Bachelor’s degree in Business Administration or similar degree preferred
• 5+ years’ or more 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 required; experience with WorkDay and Salesforce a plus
• 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 supervise multiple direct reports 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”