Operations Manager

Company Profile CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries. Global Workplace Solutions (GWS) is a division of CBRE uniquely positioned to provide a complete set of services to corporate occupiers of commercial real estate across EMEA. GWS is redefining 'workplace' because we believe every place of work can become a competitive advantage for our clients. Productivity, reliability, engagement, quality, brand - the workplace contributes to business results, whether it's an office, a retail outlet, a laboratory, a data centre, a manufacturing environment or a virtual location. Job Title: Operations Manager CBRE Global Workplace Solutions, leading global provider of integrated facilities and corporate real estate management, are recruiting an Operations Manager to join the team located in Birmingham. Job Summary: Responsible for managing and leading the team of Regional Managers dedicated to the State Street account who provide guidance and support to the FM delivery team. Ensure team members are continually improving levels of service delivery, drawing on industry best practice setting a high benchmark for the FM's to deliver to in each respective area. Ensure continual client focus across all areas. Provide governance and strategic oversight, ensuring compliance to the Master Services Agreement. Direct the team in implementing standard procedures and a cycle of continuous improvement. Key Responsibilities:

• Be the primary strategic and operational support point for the Account Director
• Oversee all operational activity across the contract.
• Oversee and fulfil all client reporting activities.
• Manage the team to a transparent set of shared objectives.
• Manage talent recruitment and retention, including training requirements and performance management.
• Drive superior account performance to support the client business and contractual objectives. Develop short and long term objectives to enhance service delivery levels, measure, deliver and report against these.
• Ensure full contract compliance on operational, risk, and compliance matters
• Measure the contract's performance against agreed targets and scorecard compliance
• Lead by example in all supply partner relationships, ensuring all team members are managing and partnering with vendors professionally and efficiently, building best in class relationships.
• Oversee all vendor relationships.
• Ensure State Street - CBRE debt is well managed and maintained to a minimum. Ensure the same for vendor partners.
• Ensure CBRE's technology platform is optimised to support the client's operational needs and commercial value
• Drive forward platform efficiencies within the account platform
• Ensure all account Playbooks are evergreen and meeting the needs of the account
• Provide leadership and day to day management of the infrastructure functions of the business, with functional leads reporting in. Ensure functional objectives are aligned with the client priorities and the wider functional priorities of CBRE

• The ability to work at pace, dynamically, whilst focussing on core deliverables, with regular re-prioritisation and an ability to deliver under pressure.
• Have worked as a COO or Senior Facilities Manager for a minimum of 5 years in a blue chip corporate or professional service firm
• Experience working in corporate real estate or a facilities management company
• Procurement experience is required
• Demonstrated experience in managing large teams.
• Experience in the areas of H&S and Energy Management a distinct advantage
• Experience in delivering large scale change programmes an advantage
• Skills should include organisational development, personnel management, budget and resource development, and strategic planning
• Excellent people skills, with an ability to lead and support a dynamic leadership team
• Successful track record of working in international corporate businesses