Manager - Deal Desk

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.

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:

1. Being part of a growing global company.

2. Career development and a promote from within culture.

3. 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.