Job Title
Regional Operations Lead
Job Description Summary
Establish and maintain positive relations with clients and client representatives, ensuring that all services and needs are being met satisfactorily within the parameters established
Job Description
About the role :
A safety-first focus, ensuring compliance by all staff and vendors with Cushman & Wakefields safety processes and procedures.
Supporting and driving the PMOs auditing program to deliver compliance assurance
All contractual deliverables relating to the site operations including performance and reporting
Financial and commercial endorsement of the budgets and OPEX expenditure for all sites
Vendor and supply chain management; developing an annual strategy to drive efficient and effective service delivery and achieve targeted glide path savings
People management and training to drive retention and best practice service delivery
Ensuring processes and procedures are documented, reviewed and revised according to contractual requirements and best practice delivery
Development and ongoing management of operational reporting to drive insights and efficiencies including the design of operational and portfolio driven dashboards
Actively search for areas for improvement and make recommendations and implement where appropriate
Drive effective and compliant access control processes along with a regular assurance program to demonstrate accuracy and resolve issues.
Develop an in-depth knowledge of client goals and objectives
Deliver strong and effective leadership through management of client issues providing the client with regular updates on expectations and outcomes
Establish and maintain positive relations with clients and client representatives, ensuring that all services and needs are being met satisfactorily within the parameters established
Conduct periodic visits, inspections, and surveys to determine client satisfaction
Support and provide the leadership necessary to achieve Cushman & Wakefields Global Occupier Services Vision, Mission and Values in the day-to-day conduct of business.
Act as an escalation point where required and provide support/coaching to the Site Operations team to resolve client portfolio/relationship matters
Cross functional collaboration with other service lines and subject matter expertise (SME) services to ensure consistency of data across platforms and processes
People Leadership :
Supervise and lead team members with a focus on engagement and high performance by ensuring individual goal setting, development plans and career conversations are in place and updated regularly
Actively monitor and manage performance and effectively address all issues in a timely manner including but not limited to performance discussions and performance improvement plans
Ensure onboarding of all new team members is delivered within an agreed timeline and is documented
Conduct regular connects with Site Leads providing clear & concise instruction & delegation of expectations and required outcomes
Conduct team meetings on a regular basis providing clear & concise instruction & delegation of expectations and required outcomes
Attributes :
Experience in managing multi-national property portfolio and teams across Asia region
Possess a general understanding of industry standards, building systems, corporate management, office technology, and environmental factors required
Possess an excellent understanding of outsourcing models and how to motivate employees and contractors to achieve high performance outcomes
Exceptional client relations, client management, and consultation skills required, including negotiating win-win outcomes
Proven leadership ability, administrative ability, technical background and project responsibility experience required; able to communicate vision and motive high performing teams
Possess well rounded communication and presentation skills
Other:
Proactively review workplace systems / processes to innovate and continuously improve the customer journey and workplace
Performs other duties as requested by your direct manager
Development of operational standards / playbooks / operating manuals for all aspects of the clients workplace
General Responsibilities :
Articulate and live the Cushman & Wakefield culture, model organizational values and required behavior and hold others (employees and peers) accountable for their actions by identifying and acting on behavior which is inconsistent with agreed standards
Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation
Work safely and avoid placing yourself or anyone elses health and safety at risk by your acts or omissions
Comply with Cushman & Wakefields environmental policies and adhere to procedures and work instructions that are relevant to your activities
Operate in a manner that will minimise any adverse environmental impacts associated with your activities
Actively participate within a community of practice group within Global Occupier Services by sharing information and strategies that result in the best outcomes for the client and Cushman & Wakefield
Understand the Cushman & Wakefield brand and expertise of services delivered to ensure all opportunities to provide a full-service offer to clients is available
Regularly engage with the Cushman & Wakefield CRE team to leverage their knowledge
Comply with Cushman& Wakefield delegations policy which can be found on the Knowledge Hub
About You :
Minimum 7+ years experience in leading, developing and coaching medium to large teams remotely located
Experience in Facilities Management including strategic and operational asset management
Experience in continuous improvement frameworks such as Six Sigma or Lean
Proven leadership ability, administrative ability, technical background and project responsibility experience required
Strong experience in stakeholder/contractor management
Why join Cushman & Wakefield
As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;
Being part of a growing global company;
Career development and a promote from within culture;
An organisation committed to Diversity and Inclusion
We're committed to providing work-life balance for our people in an inclusive, rewarding environment.
We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.
We have a vision of the future, where people simply belong.
That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, gender, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status.
We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.
