Manager - Operations

**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”