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.

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