Global Operations Manager

The Global Operations Manager (GOM) is the senior leader for integrated service delivery for Client account. This role is the primary leader responsible for evaluating end to end process review and driving operational efficiency through the account team. Accountable for managing strategic alignment and overall delivery success of Client Account deployments, optimization, transformation, and internal projects/initiatives.

Primary Responsibilities
■ The GOM will lead the development and delivery of executive level white papers. This role requires exceptional writing and editing capabilities and will coordinate input from multiple stakeholders across global regions, synthesize complex information, and transform technical content into compelling executive-level narratives. They ensure all deliverables maintain consistent messaging while meeting the highest standards of quality and strategic alignment.

■ The GOM spearheads the development, implementation and maintenance of global account wide Standard Operating Procedures (SOPs), policies, and guidelines by establishing comprehensive operational frameworks, monitoring their effectiveness, and continuously updating to reflect emerging best practices.

■ The GOM will be responsible as the main accountable leader for tracking, review, and progress reporting of all global projects, initiatives and actions/tasks on the account.

■ The GOM will also maintain a strong linkage to enterprise resources and materials, and to industry best practices.

■ It is expected that the GOM will leverage technology to enable simple and efficient processes. Furthermore, the GOM will have a strong connection to the account Analytics/BI team in order to ensure technology and analytics are smoothly integrated

■ Prioritization and governance of all global projects/initiatives in scope

■ Manages centralized tools, templates and processes including change control and integrated tracking and reporting across all global projects/initiatives

■ Key Stakeholder engagement, reporting and escalation

■ Matrixed engagement with corporate, account leadership, and all regional and service line leaders.

Required Knowledge, Skills And Abilities (KSA)
■ Proven global expertise in program, project or transition management with Six Sigma or other quality management experience

■ Ability to lead development of creative and unique solutions

■ Ability to work cross regionally and managed the matrixed organization

■ Demonstrated success in ambiguous situations without compromising quality of service

■ Ability and appropriate sense of urgency to manage conflict and issue resolution

■ Manage by Influence - Ability to work virtually, cross-region, and network with many people

■ Relationship Building - Ability to collaborate and communicate with the client, across the account, corporately, and within the industry.

■ Training – training and confirming knowledge transfer is key skill.

■ Process Management – able to facilitate and communicate to ensure decision-making.

■ Global Initiative Management – able to frame and delegate global initiative delivery

■ Ability to clearly state the vision of the department and our clients and then successfully translate that vision into executable steps.

■ Results driven with the ability to translate the account plan into a solid delivery model.

■ Natural coach with the ability to clearly establish performance expectations, goals and provides point in time feedback to enhance employee performance. Creates an environment with strong morale.

■ Ability to take corrective action quickly and decisively when performance falls short of expectation or when redirection is required.

■ Solutions oriented to apply rigor and logic to solve difficult problems with effective solutions and demonstrated ability to identify issues before they become problems. Looks beyond the obvious and doesn't stop at the first answers.

■ An expert in the outsourcing business and real estate industry who knows the various products our business offers and can identify within the account plan the levers for opportunity.

■ Computer proficiency in Word, Excel, PowerPoint, Adobe and Smartsheet.

■ Strong interpersonal and excellent verbal and written communication skills with an ability to interact with executive level external and internal clients.

Success Criteria

Success criteria may include but are not limited to:

■ Projects are on-strategy, no surprises or procedural escalations.

■ Client Satisfaction scores.

■ Account team is trained and uses all tools and reports.

■ The GOM is easy-to-do-business-with.

■ Transparent integration across service lines and functions.

■ Well-documented and up-to-date Playbook

■ Strong reporting, analytic model and data.

Key Attributes / Competencies

■ Client Centric

■ Industry Expert

■ Strategically adept balanced with appropriate levels of risk management

■ Inspirational Leader/Executive Presence

■ Result Oriented

■ Calm and Decisive

■ Anticipated Issues/Deals with Ambiguity

■ Collaborative, Strong Influencing Skills

Supervisory Responsibilities

■ This role will influence dozens or hundreds of personnel working in the subject area on the account and will be the voice of authority for the GOM subject matter and strategy – to the account, the client, the firm, and the industry.

■ The role will be responsible to advise and counsel the account and client leadership with respect to global processes and policies.

■ The role will report to the Global Enablement Lead.

Minimum Required Education:

Bachelor's Degree in addition to a broad range of business experience. MBA or similar post-graduate studies preferred.