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.
Job Description
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;
- 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”