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North America IFM Operations Leader

Company: Cushman & Wakefield
Location: Saint Louis
Posted on: June 15, 2019

Job Description:

Job TitleNorth America IFM Operations LeaderJob Description SummaryThe North America IFM Operations Leader will be a critical role on the Americas GOS leadership team reporting directly to the Global Head of IFM. This individual will be a dynamic leader who thrives in a matrix environment, welcomes new challenges and is passionate about delivering the best innovative services to our clients. He/she will have oversight of the Americas IFM operations , ensuring operational excellence and exceeding our clients expectations. This individual will provide the necessary leadership and support to the Account and Solutions teams with managing all aspects of the account evolution including, but not limited to, new client solutions, expansion (geography/scope), service levels, contract renewals, team development, innovation and best practices.Job DescriptionStrategic Priorities


  • Oversee and develop the IFM operations including, EH&S, programs across the Americas and aligned globally; partner with C&W Services in the US for the delivery of EH&S and Office Services
  • Demonstrates a Client-Driven approach by marshalling the firms resources across all core capabilities and corporate functions to ensure superior service to both internal and external clients
  • Develops new facility management business opportunities with an emphasis on strategically identified target clients
  • Work in conjunction with Regional Account Management Leads and large client account managers to monitor client requirements and manage the deployment of resources within the Global Occupier Services Portfolio Services client dedicated / portfolio teams.
  • Facilitate collaboration across clients and markets, leveraging IFM management.
  • Program manage IFM product and process initiatives from inception to implementation.
  • Partner with Executive, Regional, Account, and Solutions Development Leaders to identify opportunities to provide value added solutions for Occupier clients. Demonstrates a Client-Driven approach by marshalling the appropriate resources across all core capabilities and corporate functions to ensure superior service to clients.
  • Proactively identify and pursue the addition of IFM Services into C&W relationships where they are not a part of contracted services.
  • Proactively monitor profitability, KPIs and metrics for IFM assignments and ensure appropriate utilization of resources and talent.
  • Responsible for achieving IFM platform operational business goals and objectives.
  • Ensure overall framework for standardization of service delivery and service solutions across accounts and regions actively involving the use of SMEs to bring best practices to our clients.
  • Provides leadership to ensure continued operational controls, reporting procedures, and systems to effectively ensure execution (including account transition and transformations) and operating efficiency for current and future growth.
  • Provide input and guidance regarding contract terms including SLAs and KPIs
  • Ensuring a high level of client satisfaction, establishing and managing the service delivery teams, delivering key IFM initiatives and well as ensuring consistency in processes, reporting and operational FM delivery.
  • Support new account transitions and implement IFM programs on new client accounts
  • Establish a strategy and requirements for business intelligence, reporting, and data management for IFM including developing performance measurements for internal benchmarking and identify industry data to leverage for external benchmarking
  • Collaborate with the Enterprise Client Solutions and Portfolio Services group to build new client relationships, look for opportunities to expand/cross-sell current relationships and ensure we are identifying the best facility management solutions for our clients.
  • Work with Regional IFM Leads to ensure a high and consistent level of quality of service to all clients


    Key CompetenciesCustomer Relationship Management Technical Skills Influence Matrix Organisation / Business Partner Skills Leadership Communication (oral and written) Presentation Skills Financial Management Business AcumenImportant Education


    • Bachelors degree required (finance, real estate, architecture, or engineering)
    • Masters degree or MBA preferred


      Important Experience


      • 15+ years experience, 10 years of real estate experience preferred
      • Competency in facility management with multiple projects and/or accounts
      • Financial analysis and computer literacy with knowledge of applicable software packages


        Additional Eligibility Qualifications


        • Excellent oral and written communication skills, presentation skills
        • Strong relationship management and interpersonal skills, team oriented
        • Excellent organizational abilities
        • Ability to make effective and persuasive presentations on complex topics to employees, clients and Sr. Management
        • Ability to motivate and negotiate effectively with key employees, senior management and client groups
        • Demonstrate an ability to solve complex problems and deliver a variety of options in complex situations
        • Experience in resource allocation and implementation
        • Demonstrated leadership and management skills dealing with issues ranging from senior level to administrative
        • Ability to cross sell services
        • Ability to balance integration of internal requirements of policies/procedures with those of the client
        • Proven record of providing excellent internal and external customer service


          WORK ENVIRONMENTThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. May be required to travel outside between client sites in varying weather conditions.

          PHYSICAL DEMANDS

          The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with others and exchange accurate information; operate a computer and other office productivity machinery; move about the workplace; remain in a stationary position for 50% of the time; and extend hands and arms in any direction.Aap/eeo StatementC&W provides equal employment opportunity to all individuals regardless of their race, colour, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, C&W takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.Other DutiesThis job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

          Note: This job description includes the core responsibilities for C&W. These duties may have slight modifications based on the regional location.Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.

Keywords: Cushman & Wakefield, St. Louis , North America IFM Operations Leader, Other , Saint Louis, Missouri

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