Operations Manager
Cushman & Wakefield

Job Info

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Job Title
Operations Manager
Job Description Summary
Responsible for managing local office support operations for brokerage services within Chicago market. This role will ensure that the operational functions are provided to local offices in an efficient and effective manner. The Operations Manager will provide management oversight for Admins/Brokerage Coordinators. They will work closely with the Director of Operations, Managing Principal, Regional Operations & Strategy MD, fee-earner(s) and staff within the market to provide support and implement strategic initiatives.
Job Description

Key responsibilities

Office Operations

• Act as a role model and mentor for the office staff

Strategic Planning / Budgeting

• Work with Managing Principal, FP&A andRegional 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.
• 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 withManaging Principal and Regional Director of Operations to follow up with fee-earners, staff, 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 toManaging Principal and Regional Director of Operations, as needed

Other Administrative Duties

• Track professional sponsorships, charitable donations, memberships, and educational requirements and follow up with fee-earners on any delinquencies or upcoming actions required
• Play a support role in onboarding for all local new hires
• Manage required adjacencies, anticipated recruiting, and attrition
• In the absence of an Operations Specialist role within the office, perform administrative duties such as managing all activities associated with office and facilities management

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

Recruiting/Hiring/On-boarding Staff

• Work with HR to develop job descriptions for identified Admin/Brokerage Coordinator openings
  • Interview candidates for various positions
  • Manage temp agency relationship as it pertains to sourcing candidates and onboarding/termination activities
  • 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 training plans, 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:

• Director of Operations

Role will have the following reports:

• Brokerage Support: Sr. Admin Coordinators, Brokerage Coordinators, Brokerage Specialists

Metrics

Role will be evaluated on the following:

• Positive attitude
• Professionalism
• Efficiency and dependability
• Organization
• Customer service and people skills
• Market adoption and leadership of strategic market/corporate initiatives, such as CRM system
• 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

• Experience leading medium to large size teams
• 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
• 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.

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