Manager - Central Operations Hub

Job Title

Manager - Central Operations Hub

Job Description Summary

The Manager, Central Operations Hub is responsible for leading the day-to-day operations of the Hub, ensuring the successful transition, delivery, and continuous improvement of services. The role works closely with the Director, business stakeholders, and Hub team members to manage service performance, oversee project and transition governance, lead operational planning, and develop team capabilities. The Manager also acts as the Hub PMO, driving reporting, resource management, governance, and execution discipline to ensure service commitments and business objectives are achieved.

Job Description

About The Role:

• Operational Leadership: Manage the day-to-day operations of the Central Operations Hub, ensuring services are delivered efficiently, consistently, and in line with agreed service commitments.
• PMO & Governance: Execute governance processes, facilitate governance forums, manage project plans, RAID logs, status reporting, action tracking, resource planning, and executive reporting to ensure effective delivery oversight.
• Service Transitions: Oversee the onboarding of new services into the Hub, coordinating transition plans, knowledge transfer activities, stabilization efforts, and stakeholder communications.
• Service Performance Management: Monitor service performance, SLAs, KPIs, productivity, quality, capacity, and customer satisfaction measures, driving corrective actions where required.
• Team Leadership & Development: Lead, coach, and develop Senior Business Analysts and Business Analysts while fostering a high-performance culture focused on service excellence, accountability, and continuous improvement.
• Workstream Oversight: Provide leadership and direction across multiple service workstreams, ensuring priorities, resources, risks, dependencies, and deliverables are effectively managed.
• Resource & Capacity Planning: Manage team workload, workforce planning, and capacity allocation to ensure delivery commitments are met and resources are utilized effectively.
• Continuous Improvement: Drive standardization, process optimization, automation, and operational excellence initiatives to improve service quality, efficiency, and scalability.
• Stakeholder Management: Build strong relationships with service owners, business leaders, and functional stakeholders to align expectations, manage issues, and support successful service delivery.
• Reporting & Business Insights: Deliver operational dashboards, performance reporting, transition updates, and management insights that support informed decision-making.
• Risk & Controls Management: Identify, monitor, and mitigate operational risks while ensuring compliance with established governance processes, controls, and procedures.
• Hub Capability Development: Support the Director in building Hub capability, operating standards, tools, methodologies, and scalable ways of working that enable future growth.
   

About You

• 7-9 years of experience in Shared Services, Operations Management, Business Operations, PMO, Process Improvement, Operations Transformation, or Management Consulting.
• Proven experience leading operational teams, managing service delivery, and coordinating multiple projects or workstreams in a shared-services, GCC, consulting, or business operations environment.
• Strong PMO, governance, reporting, planning, and stakeholder management capabilities, with experience managing risks, dependencies, and delivery performance.
• Demonstrated experience coaching and developing team members while driving process improvement, standardization, automation, and operational excellence initiatives.
• 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”