Head of Operations

Job Title

Head of Operations

Job Description Summary

The Asset Services EMEA Operations Excellence Lead is responsible for coordinating operational management frameworks, embedding risk and compliance cultures, and overseeing key processes across EMEA. This role acts as the primary link between HSSEQ teams and in-country Asset Services teams, ensuring best practices, regulatory compliance, and operational efficiency. The role also involves vendor management, process improvement, data analysis, and strategic change implementation.

Job Description

In this role, you’ll be at the forefront of embedding a culture of risk and compliance, while overseeing key processes that ensure efficiency and best practices. You’ll act as a vital link between HSSEQ teams and in-country Asset Services, influencing change and enhancing operational performance.

Key Responsibilities

• Coordinate activities across the AS EMEA Operational Management Framework, including Financial Controls, HSSEQ, Procurement, Training & Competency, Audit, Data & Reporting, and Quality.
• Serve as the key liaison between HSSEQ teams and in-country Asset Services teams, embedding HSSEQ processes and maintaining the AS EMEA ‘Playbook’ and ‘Functional Requirements.’
• Act as the initial escalation point for all HSSE incidents within EMEA Asset Services.
• Foster a culture of risk awareness and compliance, working closely with Country Heads and the AS EMEA Commercial & Contracts Manager.
• Lead the EMEA Technical Property Manager Community of Practice (CoP) to share best practices and support new initiatives.
• Represent Asset Services in the Yardi governance and user group, advocating for product support, adoption, and process improvements.
• Manage vendor and partner relationships, including key third-party suppliers (e.g., Meridian, ENHESA, Avetta, Pagero).
• Oversee contractor performance and strategic vendor partnerships (BPO) where implemented.
• Define, develop, and embed business performance measures across the operational platform, ensuring consistency and adherence.
• Oversee periodic performance reporting, including monthly operational reports and global FBAR submissions.
• Develop and refresh technical and competency training programmes across the region.

Core Knowledge & Experience

• Proven experience in leading operational businesses to deliver seamless client service.
• Strong knowledge of HSSE legislation and case law.
• Understanding of key business functions (HR, IT, Finance, Marketing).
• Experience working within a matrix organisation.
• Ability to build and maintain internal stakeholder relationships.
• Experience managing supply chain relationships and driving innovation.
• Technical competence in relevant areas of real estate or the built environment sector.
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook) and Power BI.
• Experience in change management.

Key Competencies

• Results-driven with a proven track record of delivery.
• Strong organisational and leadership abilities.
• Excellent interpersonal and influencing skills.
• Decision-making and problem-solving aptitude.
• Resilient and detail-oriented while maintaining a strategic perspective.

INCO: “Cushman & Wakefield”