Director - Central Operations Hub

Job Title

Director - Central Operations Hub

Job Description Summary

The Director, Central Operations Hub is responsible for establishing and leading a regional shared services capability that supports APAC and EMEA operations. The role drives the setup of the Hub's operating model, governance, infrastructure, systems, and processes, while leading the transition of services into the Hub and ensuring ongoing delivery excellence. Working closely with business leaders and service owners, the Director is accountable for service performance, stakeholder satisfaction, team leadership, reporting, and continuous improvement while building a scalable and sustainable operations platform.

Job Description

About The Role:
 

• Hub Leadership & Build: Stand up and lead the Central Operations Hub in Bangalore; define the operating model, governance framework, service catalogue, technology landscape, and operating standards.
• Strategy & Scaling: Develop the Hub strategy, workforce plans, growth roadmap, and service expansion approach to support future business needs.
• Service Transitions: Lead the transition of services into the Hub through structured planning, knowledge transfer, stakeholder management, stabilization, and risk mitigation activities.
• Operating Model Ownership: Define service delivery strategy, operating standards, service portfolio priorities, and long-term capability roadmap.
• Operational Excellence: Drive process standardization, continuous improvement, automation, and productivity initiatives to enhance service performance and value delivery.
• People Leadership: Recruit, onboard, develop, and lead a high-performing team while fostering a culture of accountability, collaboration, and continuous learning.
• Stakeholder Management: Build trusted relationships with business leaders, service owners, and functional teams to align priorities, manage expectations, and support successful outcomes.
• Governance & Controls: Design governance frameworks, operating principles, decision rights, and performance standards.
• Performance Management: Define, monitor, and report on SLAs, KPIs, quality metrics, capacity, and customer satisfaction measures to ensure service commitments are achieved.
• Reporting & Business Insights: Deliver operational reporting, executive updates, performance dashboards, and actionable insights that inform decision-making and drive accountability.
• Financial & Commercial Management: Manage budgets, resource utilization, cost efficiency, and value realization while supporting sustainable Hub growth
   

About You
 

• 10+ years' experience in Shared Services, Global Capability Centers (GCCs), Global Business Services (GBS), Operations Leadership, Operations Transformation, or Management Consulting.
• Proven experience building, scaling, or leading shared services organizations, operations hubs, or business service centers.
• Demonstrated success leading service transitions, migrations, offshoring, insourcing, or centralization initiatives.
• Strong service delivery leadership experience with accountability for operational performance and business outcomes.
• Experience recruiting, leading, and developing diverse, high-performing teams.
• Strong stakeholder management and executive communication skills.
• Experience establishing governance frameworks, SLA/KPI management, reporting, and continuous improvement programs.
• Commercially astute, highly collaborative, and comfortable operating in fast-paced, evolving environments.
• Bachelor’s degree in Business, Commerce, Engineering, Operations Management, or a related field; MBA or equivalent postgraduate qualifications are advantageous.
   

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;
 

• Being part of a growing global company;
• Career development and a promote from within culture;
• 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.

INCO: “Cushman & Wakefield”