Director of Operations

Job Title

Director of Operations

Job Description Summary

The Director of Operations will be focused on supporting the Account Director to ensure alignment of all contract deliverables across all service lines supporting the client account. The position requires proven senior management experience in a highly dynamic setting. Organizational, communication, and leadership skills are a priority to develop solutions that push innovative boundaries. The position works closely with the Account Director to strategize and develop long-term plans that usher in new levels of productivity and success. Key areas of focus include staff leadership, client engagement, account governance, performance management, and strategic initiatives, and account culture. Responsibilities include management of the documentation and performance of all operations to ensure that consistent, efficient workflows are in place, yielding optimal productivity and performance.

Job Description

Leadership

• Ensure alignment across functional groups, in their service delivery to the client.  Use cross-functional knowledge and seek to understand issues, trends and perspective that may influence the business.
• Support the team in tactical execution of strategic plan, as well as assist in identifying operational breakdowns and identifying/create a solution for resolution.
• Develop, implement, and support plans for operational infrastructure enhancements of systems, processes, tools, and resources to accommodate and maximize the growth objectives of the organization.
• Maintain a level of understanding of critical issues, and identify risks and key accomplishments, drive deliverables and manage updates accordingly.
• Manage ad-hoc initiatives per Account Directors request.  Lead any initiatives requested and drive the business to meet or exceed expectations.

Strategic Initiatives

• Create and/or enhance a Key Performance Indicator (KPI) dashboard for implementation and competitive insights to manage the business, a benchmarking program.  Implement as required. 
• Assist Account Director in developing and maintaining an operating model to effectively manage operations to be best-in-class with a driven focus on innovations, BI, data, and predictive analytics.
• Establish and drive operational processes and tools to effectively manage the portfolio,  including actively tracking key trends in lagging/leading metrics.  Provide insightful data-driven strategic recommendations to leadership.
• Communicate findings from initiatives/audits to leadership and client.

Governance

• Seek out and manage potential operational risks. Ensure compliance with MSA obligations through regular assessment.  Communicate gap findings through internal audits and recommend improvements, seeking to identify any gaps proactively. Challenge the status quo to drive efficiencies.
• Establish and manage the account teams plan in support of client strategic initiatives.  Regularly gain input and direction from client, ensuring alignment.
• Manage the cadence of governance reviews, ensuring best-in-class participation from the firm.

Performance Management

• Provide leadership and guidance, advice, coaching and direct support where required to deliver best in class solutions for the account.  Develop and maintain relationships with team leaders driving the operational and strategic goals and support effective business communications. 
• Oversee and ensure the quality of all client reporting by standardizing systems and procedures that assure compliance with reporting standards.  Promote and adhere to all established policies and procedures relative to standard assignment deliverables, business conduct and integrity while ensuring on-going quality management of all C&W’s products and services and ensure that all matters/issues pertaining to human resources, legal and risk management are coordinated and resolved.
• Create performance management plan, utilizing date and analytics to improve account results including service improvement, cost reduction without impact, revenue generation and risk mitigation.  Enhance the development roadmap for the account.
• Work with corporate platform resources to leverage business intelligence resources and tools to drive account improvements.
• Performs other related duties as assigned

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: $ 187,000.00 - $220,000.00

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”