Cushman & Wakefield - Manager - Deal Desk

Job Title: Manager Deal Desk. Job Description Summary: Responsible for managing day-to-day real estate operations and service delivery, ensuring operational excellence, SLA/KPI adherence, client satisfaction, financial performance, compliance, and continuous improvement across assigned real estate processes. About the Role: Operations & Service Delivery: - Lead day-to-day operations and ensure achievement of SLAs, KPIs, productivity, quality, and turnaround time targets. - Monitor operational dashboards and drive timely resolution of performance issues. - Establish effective governance frameworks and operational review mechanisms. - Ensure business continuity, risk mitigation, and compliance with process controls and SOPs. People Leadership: - Manage and develop teams comprising Assistant Managers, Team Leaders, SMEs, Analysts, and Senior Analysts. - Set performance goals and conduct regular coaching, feedback, and development discussions. - Drive workforce planning, resource optimization, talent development, and employee engagement. - Build succession pipelines and a high-performance culture. Performance & Governance: - Own operational scorecards and performance dashboards. - Analyze productivity, quality, capacity, and utilization trends. - Conduct root-cause analysis and implement corrective action plans. - Track and report operational performance through governance reviews. Stakeholder Management: - Serve as the primary point of contact for business and global stakeholders. - Manage escalations and ensure timely issue resolution. - Translate business requirements into operational priorities and execution plans. - Build strong partnerships across functions and geographies. Process Excellence & Transformation: - Lead process optimization, standardization, and continuous improvement initiatives. - Apply Lean, Six Sigma, and operational excellence methodologies. - Drive cost reduction, efficiency gains, and improved customer experience. - Maintain process documentation, controls, and knowledge management frameworks. Automation & Digital Transformation: - Identify automation opportunities and implement digital solutions. - Collaborate with technology and transformation teams on RPA, AI, analytics, and workflow initiatives. - Drive GenAI adoption to enhance productivity and employee experience. - Measure and communicate business benefits delivered through automation programs. Financial & Risk Management: - Manage operational budgets and productivity metrics. - Support workforce planning, cost optimization, and business case development. - Ensure adherence to quality standards, risk frameworks, and compliance requirements. - Support internal and external audits and maintain governance controls. GCC Growth & Strategic Development: - Support migration and transition of global processes into the GCC. - Contribute to scaling operations, capability building, and establishment of Centers of Excellence. - Assist in developing future operating models that enable growth, standardization, and transformation. About You: - 12 - 15+ years of experience in Operations Management, Service Delivery, Deal Desk Management, Project Management, or Commercial Real Estate Operations. - Proven people leadership experience managing large teams of 50 - 75+ FTEs. - Strong expertise in stakeholder management, performance management, process improvement, and change management. - Experience working with global stakeholders in GCC, Shared Services, GBS, BPO, or Captive Operations environments. - Proficiency in MS Excel, PowerPoint, Power BI/Tableau, ERP/CRM platforms, workflow tools, and automation technologies. - Strong understanding of automation, RPA, GenAI, process mining, data analytics, and intelligent automation solutions. - Excellent communication, problem-solving, decision-making, and strategic thinking skills. - Lean Six Sigma, PMP, Agile/Scrum, Change Management, or related certifications preferred. - MBA/PGDM or equivalent advanced qualification preferred. Why join Cushman & Wakefield?: - As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from: 1. Being part of a growing global company. 2. Career development and a promote from within culture. 3. An organisation committed to Diversity and Inclusion. - We're committed to providing work-life balance for our people in an inclusive, rewarding environment. - We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. - We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. - We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program. - We have a vision of the future, where people simply belong. - That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. - We embrace diversity across race, colour, religion, sex, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status. - We ensure DEI is part of our DNA as a global community it means we go way beyond than just talking about it we live it. - If you want to live it too, join us.