Job Title Operations Manager Job Description Summary Job Description Lead and manage a team, acting as an advisor and identifying business opportunities. Ensure high standards of facilities management, aligned with Cushman & Wakefield's core values, while maintaining commercial awareness and client satisfaction. Core Responsibilities: - Identify and act upon business opportunities, contribute to pitches/tenders, cross-sell services, and build strong client relationships. Act as a point of escalation for site issues, supporting Facilities and Building Managers. - Oversee the CAFM system and Service Desk operations, ensuring accuracy and prompt authorisations. Ensure all properties are legally compliant, with inspections and repairs completed within required timeframes. - Manage complaints with a solution-focused approach, ensuring clear communication and timely resolutions. Ensure sites have up-to-date incident management plans and maintain compliance with Cushman & Wakefield’s risk management processes. - Monitor and audit contractor performance against SLAs and KPIs, ensuring adherence to Cushman & Wakefield standards. Oversee property inspections, reactive works, and service desk activities to ensure operational excellence. - Ensure Health & Safety compliance across all properties. Manage direct reports, including performance management, HR procedures, and personal development, providing coaching and support where needed. - Assist in producing and managing service charge budgets, ensuring accurate invoicing and reporting in line with RICS standards. Review and recover debts as required. - Maintain sustainability data (BREEAM, GRESB) and ensure routine reporting is completed promptly. Provide regular updates and support continuous improvement initiatives. Core Knowledge & Experience: - Minimum 3 years’ management experience in Facilities Management. - Proven ability to lead a team, manage contracts, and oversee budgets. - Strong client relationship and business development skills. - Familiarity with Health & Safety regulations and risk management processes. - Proficiency in IT systems (CAFM, Meridian, E-Logbooks, MS Office Suite). Skills & Personal Qualities: - Solution-focused with strong problem-solving abilities. - Self-motivated, proactive, and able to manage stress effectively. - Excellent communication and leadership skills, with attention to detail. INCO: “Cushman & Wakefield”