Operational Quality Manager

Cushman & Wakefield•New York, NY

19h•$86,700 - $102,000

About The Position

The Operational Quality Manager directs facility management services, operations, and repairs for a portfolio of 30–40 retail banking locations belonging to a global financial services firm. The role oversees the operation and maintenance of retail banking centers in accordance with the scope of work, policies and procedures, and business plan objectives. Reporting to the Senior Facility Manager, the position facilitates service delivery, budgetary control, and adherence to the business plan, while overseeing daily portfolio management and operations. The role is directly involved in efficient service delivery and is accountable for the portfolio’s financial performance in compliance with the business plan.

Requirements

Bachelor’s degree or commensurate experience.
Working experience with accounting systems, preferably Yardi, and internal and external audit functions.
Experience as a department head, including business planning, budgeting, personnel management, and staff modeling.
Experience managing business operations in a fixed-cost environment and minimizing financial exposure.
Experience in vendor contract administration, financial control, staff management, and property and facility management.
Excellent understanding of operational cost control, vendor management, and quality assurance.
Ability to build effective working relationships with team members, other department heads, and client representatives.
Strong written and verbal communication skills, including high-quality report writing.
Ability to learn quickly, keep abreast of developments, meet assigned goals and targets, and manage multiple projects and processes.
Ability to demonstrate commercial acumen and improve business performance at both strategic and practical levels.

Nice To Haves

CFM or FMA industry certifications are recommended.
Additional engineering, business, or technical training or certifications are a plus.
Experience developing and implementing programs to eliminate cost inefficiencies.
Energetic, lateral-thinking approach, an enquiring mind, commercial outlook, and strong personal drive and motivation.

Responsibilities

Oversee day-to-day facility operations, including janitorial services, life-safety, engineering, and general maintenance, ensuring alignment with company policies and ownership directives.
Manage contracts, ensure they are reviewed regularly and bid out as needed, and verify that invoices match contract pricing.
Supervise maintenance programs covering the interior and exterior condition and appearance of properties.
Respond promptly and positively to occupant requests; implement contract programs to assess occupant needs and resolve problems in accordance with contract scope and service-level agreements.
Participate in preparing operating plans, budgets, and financial reports, and manage contracts, expenditures, and purchase orders related to the portfolio.
Assist with capital budget development, including contributions to a five-year plan for maintenance, facility improvements, and cost-reduction initiatives.
Collect, analyze, and report statistical data needed to assess facility management objectives accurately and currently.
Maintain thorough familiarity with the management contract and its requirements.