Job Title
Senior Operations Analyst - Central Operations Hub
Job Description Summary
The Senior Operations Analyst, Central Operations Hub is responsible for transitioning, establishing, and delivering operational services within the Hub. The role works closely with Transformation teams, business stakeholders, and service owners to receive new processes, standardize and optimize service delivery, and drive operational improvements through process redesign, automation, and simplification. The Senior Operations Analyst also leads workstreams, manages stakeholder relationships, oversees service performance, and supports the successful scaling of the Central Operations Hub.
Job Description
Job Description About The Role:
- Service Transitions: Receive processes identified by Transformation / Optimization team, lead knowledge transfer activities, document requirements, establish operating procedures, and successfully transition services into the Central Operations Hub.
- Service Ownership: Take accountability for assigned services, ensuring delivery meets agreed quality, timeliness, customer experience, and operational performance expectations.
- Process Execution: Perform and oversee operational activities during the early stages of service transition to establish process stability, identify issues, and build delivery capability.
- Process Improvement: Identify opportunities for standardization, simplification, automation, and elimination to improve efficiency, reduce manual effort, and enhance service outcomes.
- Workstream Leadership: Lead individual projects, service transitions, and improvement initiatives while coordinating stakeholders, timelines, risks, dependencies, and deliverables.
- Stakeholder Management: Build strong relationships with business leaders, service owners, and operational teams to understand requirements, manage expectations, and support adoption of Hub services.
- Documentation & Governance: Develop process maps, SOPs, service catalogues, controls, training materials, and governance documentation to support stable operations.
- Performance Management: Monitor service performance, SLAs, KPIs, productivity, and quality metrics, using data and insights to drive continuous improvement.
- Automation & Enablement: Apply the Hub's automation-suitability framework to identify and prioritize standardization and automation candidates within assigned processes
- Knowledge Transfer & Capability Building: Support onboarding, training, and knowledge sharing activities to ensure sustainable service delivery and capability growth within the Hub.
- Reporting & Insights: Prepare operational updates, status reports, business cases, and performance insights for stakeholders and Hub leadership.
About You
- 5-8 years of experience in Process Improvement, Shared Services, Operations Excellence, Business Operations, Transformation, or Management Consulting.
- Experience supporting operational service delivery, shared services environments, business process outsourcing, or transformation programs.
- Demonstrated capability in process mapping, process redesign, standardization, and operational improvement.
- Experience leading workstreams, projects, or business improvement initiatives with multiple stakeholders.
- Strong analytical, commercial and business case development capability
- Excellent communication, stakeholder management, and relationship-building skills.
- Ability to manage sensitive workforce and financial information with discretion.
- Bachelor’s degree in Business, Commerce, 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”
