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