Business Operations Manager

Cushman & Wakefield•Milwaukee, WI

6d•Hybrid

About The Position

The IFS Operations Manager is accountable and responsible for the day-to-day operation, performance and growth of the space planning/occupancy, projects, and national operations team. The IFS is the operational team responsible for primary client communication, performance reporting and vendor performance in fulfillment of facilities services to a portfolio of customers across a national geography. This team is organized to ensure efficient, seamless and exceptional service to our clients. Operations Manager – Integrated Facility Services responsibilities include, but are not limited to; daily team operations, maximizing the use of current technologies, client relationship/retention management, quality assurance oversight, employee management/assessment/development, staffing, budget oversight, cost containment and reduction, short/long range planning, problem solving, and risk mitigation in accordance with the established standards. This position will also provide necessary business development-related functions to support internal and external revenue/account growth.

Requirements

Able to take direction, work with minimal supervision, and lead a diverse team
Attention to detail, pride in delivering excellent service, organization, and high levels of energy and endurance
Must have strong computer skills (Word, Excel, Power Point, Visio, etc.)
Must have excellent customer service and written/verbal communication skills
Must be well organized and detail oriented, while applying sound judgment and decision-making skills to both routine and non-routine issues that arise
Candidates must be able to work well in a fast paced/high volume environment, and work well under pressure
Bachelor’s Degree or Associates required
3 to 5 years’ experience in Facilities Management leadership role.
Leadership skill, training and team management experience required

Nice To Haves

Experience with CMMS platforms is preferred
Candidates must have the ability to work a variable schedule within a 24x7 operation and must also be willing to work from home during off-hours when required
Must be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned duties
Position may require travel to client presentations

Responsibilities

Daily management and oversight of the IFS Team.
Provide supervision, annual reviews, staff development and planning
Provide Business Development with required responses for client RFIs and RFPs including narrative and financial responses as requested.
Lead and support business development opportunities.
Evaluate and make recommendations for technologies
Manage functionality of all current technology solutions (CMMS, Yardi, Smartsheet)
Coordination of service delivery to client with other leaders to ensure quality
Support client required reporting including: KPI reports and analysis, work order and customer service statistics, customer surveys and compliance reporting
Provide daily supervision, contract performance management, employee development and planning.
Coordination of service delivery with other IFS leaders to ensure quality.
Maintain overall client relationships and retention on a day-to-day basis
Develop and provide training on operational policy, process and procedure development
Manage new account start up
Prepare, review and deliver client QBR presentations and reports
Oversight of all client required reporting including: KPI reports and analysis, work order and customer service statistics, customer surveys and compliance reporting.
Analysis and implementation of action plans to achieve high standards of the vendor and supplier networks performance.
Oversee team performance in Vendor Management – source and vet qualified small vendors with a focus on meeting our client’s expectations of performance, diversity, capability and customer service delivery
Act as department liaison between the IFS and our Legal and Risk Management departments.
Ensure the requirements of our client’s business contracts for service are reflected in any legal agreements and all risk factors are mitigated.
Develop and implement an exceptional Quality Assurance program
Support the IFS’s Business Continuity / Disaster Recovery Planning, execution and playbook.
Management and oversight of the performance, reviews, coaching and training of all team employees.
Properly allocate work responsibilities among subordinates.
Counsel, coach and supervise accordingly.
Foster an environment of experimentation, excellence and continuous improvement.
Create and maintain and exception Reward and Recognition Program.