Job Title
Manager - Operations
Job Description Summary
Job Description
Job Purpose
The Operations Manager will be responsible for leading end-to-end IFM operations across client portfolios, ensuring operational excellence, customer satisfaction, financial performance, and business growth. The role requires a seasoned facilities management professional with strong experience in the IPC industry, capable of managing large teams, driving profitability, and maintaining high service standards.
Key Responsibilities
Operations Management
- Lead and manage Integrated Facility Management (IFM) operations across multiple client sites.
- Ensure seamless delivery of Hard Services, Soft Services, Workplace Experience, and Vendor Management.
- Drive service excellence through SLA and KPI adherence.
- Implement best practices, compliance standards, and operational efficiencies.
- Conduct regular site audits and governance reviews.
Business Leadership
- Act as the primary business lead for assigned accounts/portfolios.
- Build and maintain strong client relationships at senior stakeholder levels.
- Identify opportunities for account growth, cross-selling, and service enhancement.
- Lead account reviews, business presentations, and strategic planning discussions.
Financial Management (P&L Ownership)
- Own and manage the Profit & Loss (P&L) for assigned accounts/business units.
- Ensure revenue achievement, margin improvement, and cost optimization.
- Monitor budgeting, forecasting, financial reporting, and variance analysis.
- Drive productivity initiatives and operational efficiencies to improve profitability.
Budget Tracking & Reporting (BTR)
- Manage Budget Tracking & Reporting (BTR) processes.
- Ensure accurate financial forecasting and budget adherence.
- Track monthly financial performance and provide management reports.
- Identify financial risks and implement corrective actions.
Vendor & Contract Management
- Manage vendor performance, contract compliance, and commercial negotiations.
- Ensure service partners deliver according to contractual obligations.
- Drive vendor optimization and cost-control initiatives.
Team Leadership
- Lead and mentor site teams, facility managers, and support functions.
- Drive employee engagement, performance management, and capability development.
- Foster a culture of accountability, customer focus, and continuous improvement.
Compliance & Risk Management
- Ensure compliance with statutory, EHS, quality, and client-specific requirements.
- Conduct risk assessments and implement mitigation plans.
- Drive health, safety, and sustainability initiatives across sites.
Experience
- 10-15+ years of experience in Facility Management/Corporate Real Estate.
- Minimum 5 years in a leadership role managing large IFM portfolios.
- Strong experience working with leading IPCs
- Proven experience in managing large corporate client accounts.
- Demonstrated ownership of P&L and business operations.
Key Skills & Competencies
- Integrated Facility Management (IFM)
- Business Leadership
- P&L Management
- BTR (Budget Tracking & Reporting)
- Client Relationship Management
- Commercial Acumen
- Strategic Planning
- Vendor & Contract Management
- Stakeholder Management
- Team Leadership
- Financial Analysis & Budgeting
- Negotiation Skills
- Operational Excellence
- Risk & Compliance Management
Preferred Candidate Profile
- Strong IPC industry background with exposure to multinational corporate clients.
- Proven track record of managing high-value accounts and large teams.
- Ability to balance operational excellence with commercial performance.
- Excellent communication, presentation, and stakeholder management skills.
Entrepreneurial mindset with strong business-growth orientation.
INCO: “Cushman & Wakefield”