Head of Operations, East

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• The Head of Operations, East is the key partner and leverage point for the Regional President, serving as their “second in command” and proxy to drive initiatives in the region with Broker Leads, Corporate Functions and other teams as required.
• General Develop and drive adoption of consistent protocols and processes, both region-specific and national (e.g., RAO usage)
• Ensures successful implementation of end-to-end business processes within the US.
• Work with Americas COO to improve and drive efficiency and operating leverages, while ensuring agreed service delivery consistency standards
• Tracking and reporting on regional priorities, translated into actionable operating plans with clear owners.
• Implementing improvement plans for underperformance within region
• Executes across key transformation initiatives at the enterprise and Leasing Advisory level; contributing to project teams and ensuring accountability and follow through at the local level
• Chief of Staff for US Regional Leadership - setting agendas and following up with minutes and ensuring action items are followed through, providing leverage to Regional Leaders
• First responder’ and triage for operational issues that emerge in the Region
• Ensure all local offices have regular (monthly, quarterly) reviews of key data points (e.g., deficits, RPP, ratios, expenses, aging AR, rebates, underperformers, etc.)
• Ensure in-region connectivity and accountability (e.g., Regional Broker Lead calls, Town Halls, etc.)
• Manage operations personnel in region
• Member of Region’s Executive Council, where applicable
• Member of National Operating EC
• Attend BLC calls and meetings
• Attend Elevate (and similar programming events) as key stakeholder and leader
• Translate national and regional strategic vision into operational reality in region
• Lead/oversight of annual strategic planning process for all offices in region
• Provide insight on future goals and oversee execution
• Identify key themes from local strat plans and broker business planning (and similar exercises) for regional action
• Help prioritize strategic initiatives in region
• Serve as connection point for regional feedback to national leadership
• Finance (in partnership with Finance) Create / approve regional budgets - full P&L responsibility alongside Regional President
• Partner with local operations and leadership on financial plans and goals; review anomalies / exceptions
• Advise on allocation and use of holdback accounts, top-offs, etc.
• Validate Top Achiever lists
• Monthly/quarterly AR review to help with cash collection
• People (in partnership with HR) Partner with Regional Presidents on strategic recruits and retentions (and track these)
• Negotiate and/or review employment agreements as required
• Act as main POC for Legal, ER & HR
• Maintain connectivity with Line Leads and Line Ops Leads regionally
• Oversee title policy and promotion process
• Ensure annual performance review processes are followed consistently
• Support people management decisions in region
• Identify future leaders and grow high-value talent
• Oversee all off-boarding and broker separation agreements
• Provide guidance on plans to improve local culture scores as needed
• Provide and approve local/national…