The Senior Operations Manager is responsible for the day-to-day oversight of Facilities Management Contact Center, Specialized Services, and other business units as assigned under the Global Business Services portfolio. The SOM manages the effective deployment, growth, development of resources across people, process, technology, and finance to maintain and increase the operational efficiency of the business as well as satisfaction of internal and external stakeholders.

• Lead, motivate, and support a large team within an evolving and time-sensitive environment, including career development plans for direct reports and top-down
• Manage reporting, analysis, and action planning on metric compliance, contractual obligations, and employee satisfaction to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
• Partner with cross-functional teams to improve proprietary tools and systems
• Work closely with legal and safety departments to ensure that activities remain compliant
• Oversee asset, access, and configuration management of applicable clients, vendors, suppliers, and internal CBRE, GWK, and GBS stakeholders
• Conduct budget reviews, cost plans, and ensure operational expenses are within threshold, receivables are timely recovered, and segment operating profit, and revenue plans are achieved; financial risks and opportunities duly mitigated, leveraged, and reported to upper management and relevant stakeholders
• Responsible for overall metric compliance across balance scorecard and CBRE, GBS, and Business Unit objectives
• Engage with solution and transition to effectively design account, project, platform support scope, commercial, pricing, and mobilization to achieve business and client requirements
• Develop, implement and maintain quality control procedures and processes including data collection, data management and data analysis to ensure highest level of product and service quality
• Conduct regular audits and reviews of products and services to ensure they meet established quality standards and customer expectations.
• Collaborate with cross-functional teams to resolve quality-related issues and ensure continuous improvement; create and maintain quality-related documentation, including procedures, work instructions, and reports
• Ensure in effective transition-in and transition-out of accounts and addresses risks and opportunities
• Maintains good client and stakeholder relationship through consistent governance
• Responsible for career development and succession planning of direct reports and all resources within the business unit
• Prepare the team for internal and external audit activities to manifest adherence to quality management systems, internal management requirements, and external certification standards
• Design thoughtful employee engagement programs to retain, attract, and develop quality talents

• Bachelor’s degree in a relevant field like Business Management or Administration
• Minimum of 5 years of related experience in Operations Management leadership role in BPO/BPM/Shared Service setting
• Microsoft Office proficient
• Intermediate to advanced knowledge in Excel
• Knowledge of Maximo, SI7, ServiceNow will be an advantage
• Proficiency in conflict management and business negotiation processes
• Knowledge of business productivity software and an aptitude for learning new applications
• Ability to delegate as needed while maintaining organizational control of branch operations and customer service
• Uphold a culture or operational excellence to drive efficiency, growth, cultivation, and building community
• Strong skills in budget development and oversight
• Excellent written and verbal communication skills
• In-depth knowledge of facilities management, contact center, and related services terminologies and processes
• Keen attention to detail
• Great time management and organizational skills
• Ability to provide efficient, timely, reliable, and respectful service to customers
• Ability to effectively present information across all levels of stakeholders