Senior Director, Operations

Job Description

The Newmark Occupier Solutions Director of Transition, Governance and Continuous Improvement oversees the on-boarding of prominent new client accounts, transition program management plus the development and delivery of continuous improvement initiatives. Working with Service Delivery teams this position implements Occupier Solutions processes, technology, best practices and oversees people change management to deliver Occupier Solutions commitments to clients.

The Director oversees the planning, organizing, and controlling all elements of the Transition, Governance and Continuous Improvement program. This role is client-facing and requires collaboration with senior management, plus multiple stakeholders across Occupier Solutions service lines. The Director will be the primary point of contact for the client on all transition activities and will support account management governance to ensure Occupier Solutions is meeting it commitments post implementation and continuing to improve.

Responsibilities

• Work with clients to ensure a smooth transition of Newmark Occupier Solutions services and serve as the single point of contact for the integration of new accounts globally.
• Collaborate with senior management on the coordination and transitioning of new integrated accounts and the development of key client relationships.
• Manage scope, schedule, and budget for all transition activities, from proposal development through implementation.
• Monitor all phases of a project and promptly address any changes to the original scope of services and the impact to the project schedule and budget. Continually assess project needs and resources available to complete the project successfully.
• Develop and keep transition presentation materials and transition playbooks.
• Prepare meeting notes and agendas for weekly, quarterly, and annual meetings.
• Coordinate team members' internal and external meetings, including initial kick off meetings.
• Work with the technology team to ensure database configuration, reporting and needed functions needed for a successful transition are assessable.
• Oversee key account governance, continuous Improvement process and work with account teams with ongoing process enhancements and compliance.
• Collaborate with account teams on data quality, reporting and training.
• Assist Occupier Solutions service lines in developing customized playbooks and other supporting documents for new accounts.
• As required, orchestrate contract development & negotiations with client legal, internal Newmark legal and others, as necessary.
• Oversee the program management of non-capital continuous improvement projects both client-facing and internally.
• Continuously improve Transition & Governance processes, finding issues & inefficiencies and recommending improvements.
• Participate in the development and implementation of staff planning and management development programs to meet on-going management and professional requirements.
• Perform other duties as assigned

SKILLS, EDUCATION AND EXPERIENCE:

• Bachelor's degree required, preferably in Real Estate, Business or Project Management.
• Minimum 3 to 5 years' experience in a corporate real estate environment or similar operational functions.
• Program management skills with the ability to oversee multiple, simultaneous projects.
• Ability to collaborate with stakeholders, find dependencies, and visualize and end to end project plan.
• Ability to find problems, risks, roadblocks; develop solutions, mitigations and implement as proper.
• Relentless commitment to solving issues and low tolerance for delays.
• Managing people in a complex matrix organization and able to hold team members accountable to deliver quality work on time.
• Excellent written and verbal communications skills and experience presenting to different audiences - client facing, senior leaders, as well as project teams.
• Proven history of leading global multi-service transitions with a focus on Facility Management desired.
• Understanding of account governance, continuous improvement, KPIs, and metrics.
• Proficient in MS suite including Project, PowerPoint, and Excel.
• Ability to work in a demanding, deadline driven environment.
• Effective communication, team building and organizational skills.
• Ability to develop and support positive relationships with all stakeholders.

WORKING CONDITIONS: Normal working conditions with the absence of disagreeable elements.

NOTE: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.

Newmark is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.