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”