Director - Central Operations Hub

Cushman and Wakefield; Bengaluru; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Cushman & Wakefield is seeking a Director to establish and lead the Central Operations Hub in Bengaluru, supporting APAC and EMEA. You will define the operating model, governance, service catalog, technology landscape, and standards while guiding the transition of services into the Hub and ensuring ongoing delivery excellence.

You will build a scalable, high-performing organization, drive continuous improvement, manage SLAs and KPIs, and report insights to executives to sustain value realization

Qualifications

• 10+ years in Shared Services, GCCs, GBS, or Operations Leadership.
• Experience building, scaling, or leading shared services or hubs.
• Bachelor’s degree required; MBA advantageous.

Responsibilities

• Stand up and lead the Central Operations Hub in Bengaluru; define operating model and governance.
• Develop hub strategy, workforce plans, growth roadmap, and service expansion.
• Lead service transitions into the hub with planning, knowledge transfer and risk management.
• Own service delivery strategy, standards, and long-term capability roadmap.
• Drive process standardization, automation, and continuous improvement for performance.

Skills

Stakeholder management

Executive communication

Governance frameworks

SLA/KPI reporting

Continuous improvement

People leadership

Education

Bachelor’s degree in Business, Commerce, Engineering, Operations Management, or related field

MBA or equivalent postgraduate qualifications advantageous

Job description

Director - Central Operations Hub

Job Description Summary

The Director, Central Operations Hub is responsible for establishing and leading a regional shared services capability that supports APAC and EMEA operations. The role drives the setup of the Hub's operating model, governance, infrastructure, systems, and processes, while leading the transition of services into the Hub and ensuring ongoing delivery excellence. Working closely with business leaders and service owners, the Director is accountable for service performance, stakeholder satisfaction, team leadership, reporting, and continuous improvement while building a scalable and sustainable operations platform.

About The Role

• Hub Leadership & Build: Stand up and lead the Central Operations Hub in Bangalore; define the operating model, governance framework, service catalogue, technology landscape, and operating standards.
• Strategy & Scaling: Develop the Hub strategy, workforce plans, growth roadmap, and service expansion approach to support future business needs.
• Service Transitions: Lead the transition of services into the Hub through structured planning, knowledge transfer, stakeholder management, stabilization, and risk mitigation activities.
• Operating Model Ownership: Define service delivery strategy, operating standards, service portfolio priorities, and long-term capability roadmap.
• Operational Excellence: Drive process standardization, continuous improvement, automation, and productivity initiatives to enhance service performance and value delivery.
• People Leadership: Recruit, onboard, develop, and lead a high-performing team while fostering a culture of accountability, collaboration, and continuous learning.
• Stakeholder Management: Build trusted relationships with business leaders, service owners, and functional teams to align priorities, manage expectations, and support successful outcomes.
• Governance & Controls: Design governance frameworks, operating principles, decision rights, and performance standards.
• Performance Management: Define, monitor, and report on SLAs, KPIs, quality metrics, capacity, and customer satisfaction measures to ensure service commitments are achieved.
• Reporting & Business Insights: Deliver operational reporting, executive updates, performance dashboards, and actionable insights that inform decision-making and drive accountability.
• Financial & Commercial Management: Manage budgets, resource utilization, cost efficiency, and value realization while supporting sustainable Hub growth

About You

• 10+ years' experience in Shared Services, Global Capability Centers (GCCs), Global Business Services (GBS), Operations Leadership, Operations Transformation, or Management Consulting.
• Proven experience building, scaling, or leading shared services organizations, operations hubs, or business service centers.
• Demonstrated success leading service transitions, migrations, offshoring, insourcing, or centralization initiatives.
• Strong service delivery leadership experience with accountability for operational performance and business outcomes.
• Experience recruiting, leading, and developing diverse, high-performing teams.
• Strong stakeholder management and executive communication skills.
• Experience establishing governance frameworks, SLA/KPI management, reporting, and continuous improvement programs.
• Commercially astute, highly collaborative, and comfortable operating in fast-paced, evolving environments.
• Bachelor’s degree in Business, Commerce, Engineering, Operations Management, or a related field; MBA or equivalent postgraduate qualifications are advantageous.

Why join Cushman & Wakefield?

As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;

• Being part of a growing global company
• Career development and a promote from within culture
• We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions.
• We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent.
• We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.
• We have a vision of the future, where people simply belong.
• INCO: “Cushman & Wakefield” Experience Level Executive Level

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