Head of Standards and Delivery

As a critical member of the Innovation and Operations leadership team, he/she will be a global process excellence champion and expert at driving standardization and efficiencies across our platform. The global leader will act as the conduit between our innovation leaders, sales process and account execution teams to foster collaboration, streamline our current processes and develop new processes/playbooks and metrics. His/her team will directly impact our ability to delivery client value and create scale across our organization.

Ideal candidate can be based in any major US market.

Job Description

Principal Responsibilities:
Develop operational strategies and drive process rigor in collaboration with cross-function leaders across all business processes

Standardized metrics and processes to drive market share growth through product penetration and high-quality consistent outcomes for clients

Drive standardization of processes and playbooks to be leveraged across the company using continuous improvement methodologies

Set industry-leading practices for playbooks and implementation tools globally for all critical client processes, including new client transitions

Lead the development of processes that support on-going data collection and data driven decision making.

Partner with leadership across the C&W and GOS platforms to develop and implement new operating rhythms and internal measurements globally

Partner with service line leaders to ensure high quality client outcomes where subject matter expertise is required

Quickly build scale in our centralized client service and back office locations leveraging technology and other tools to automate and/or drive efficiencies

Focus on differentiation in centralized client service locations while capturing scale economies

Measure “cost of quality” in existing account to then identify and address root cause of failures

Partner with Commercial Strategy to drive client insight and product feedback initiatives and processes

Operationalize our product development pipeline into platform products that can be adopted by our sales and account execution teams.

Lead and transform team operations within a complex global landscape.

Funnel demand signal for product and platform support and determine best allocation of subject matter resources to support sales pursuits, account execution and transitions.

Facilitate on-going customer and market data collection and business intelligence processes

Education

BA/BS degree

MBA / advanced degree in finance, economics or other highly desirable field preferred

Work experience and General Requirements

15+ years’ experience in an operational environment leading process improvements or lean projects

15+ years’ experience driving quality/control in a fast-paced environment

15+ years project management experience

Strong inclination toward metrics/measurement and operational performance

Strong relationship management and interpersonal skills

Commercial real estate experience preferred

Excellent verbal and written communication skills

Proven analytical ability with multiple sources of data

Knowledge and Experience:
Demonstrated ability in leading, motivating and inspiring diverse work teams.

Proven success in strategy development and implementation across an integrated global or national service enterprise, with fluency in the language and principles of the industry.

Excellent written, oral, negotiating and presentation skills; demonstrated ability to represent a global organization to clients, the public, industry leaders, governmental agencies, and social organizations

Detail-oriented with a solid ability to think and communicate strategically.

Confident, innovative, and exceptional work ethic

Superior relationship building and client management skills

Ability to work across geographic, functional, and service lines in business development, product/service design and delivery, and subject matter expertise, exhibiting a “client first” approach.

Ability to expand job responsibilities, suggest improvements, and collaborate with others to generate ideas and improve processes.

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.