Job Title

Process Improvement Coordinator:

Job Description Summary

The Process Improvement Co-ordinator is a regional Centre of Excellence role within Asset Services EMEA, accountable for strengthening operational consistency, governance maturity and scalable delivery architecture across multiple markets.The role defines and structures the operational backbone of the EMEA platform by designing clear, standardised and commercially disciplined process frameworks that enable consistent service execution across Technical Property / Facilities Management and Client Finance functions.
Operating as a first-line governance function, the position focuses on:

• Process architecture and workflow clarity
• Structured governance model design
• Procurement governance discipline
• Operational risk identification within process design
• Continuous improvement and transformation initiatives
  The role partners closely with leadership to translate strategic objectives into practical, repeatable and scalable operating models that enhance risk profile protection, reduce process variability and strengthen cross-border consistency. Working across the AS EMEA governance ecosystem, the role ensures operational design integrates with digital enablement, commercial frameworks and assurance functions, while collaborating with the Data & Analytics team to drive automation, workflow optimisation and improved efficiency across the regional platform.

ROLE PURPOSE:

The Process Improvement Co-ordinator designs, standardises and embeds scalable operational processes across Asset Services EMEA.
The role translates strategic direction into structured, repeatable delivery frameworks that enhance efficiency, reduce operational risk and improve commercial performance across multiple markets.
Acting as a first-line operational governance leader, the role is responsible for:

• EMEA Process Taxonomy
• Operational workflow standardisation
• Procurement governance frameworks
• Continuous improvement initiatives
• Mobilisation playbooks and delivery frameworks
  The role ensures process design is commercially disciplined, scalable across jurisdictions and aligned with ISO, ISAE and internal governance standards.
  Working closely with the Internal Controls & Audit Co-ordinator, the Process Improvement Lead maintains clear separation between process ownership (1st line) and independent assurance (2nd line), ensuring robust audit alignment without duplicating control testing responsibilities.

Job Description:

CORE RESPONSIBILITIES:

• EMEA Process Taxonomy Ownership: Design, implement and continuously enhance the AS EMEA Process Taxonomy and operational management framework, ensuring clarity, consistency and scalability across markets.
• Operational Workflow Standardisation: Develop and embed structured workflows across Technical Property / Facilities Management and Client Finance to reduce variation and strengthen delivery consistency.
• Operating Model Governance: Define and refine scalable operating model templates across EMEA, ensuring clarity of roles, accountability structures and service delivery interfaces.
• Procurement Governance Frameworks: Establish and maintain structured procurement governance models and approval matrices in collaboration with Category Management and IFM functions.
• Continuous Improvement Leadership: Lead Lean-based improvement initiatives across EMEA, applying root cause analysis to eliminate inefficiencies and strengthen operational performance.
• Cross-Market Standardisation: Identify, document and replicate best practice operational frameworks across countries to strengthen regional consistency while respecting local regulatory requirements.
• Mobilisation & Delivery Playbooks: Develop scalable mobilisation and cross-border transition frameworks to support new client onboarding and strategic growth.
• Operational Risk Identification (1st Line): Embed risk mitigation controls within process design, proactively identifying systemic operational exposure in alignment with Internal Controls.
• Governance & Standards Alignment: Ensure process frameworks align with ISO, ISAE and internal governance standards, maintaining clear separation between process ownership (1st line) and assurance (2nd line).
• Transformation & Change Implementation: Lead structured redesign and implementation of new operating models and process frameworks across markets.
• Operational Performance Metrics: Support development of process-linked KPIs and performance measures to enable data-driven management insight.
• Digital & Automation Integration: Partner with Training & Systems, Senior Solutions and the Data & Analytics team to ensure process design leverages ERP capability, workflow automation tools and reporting insight to enhance operational efficiency, scalability and control discipline.
• Commercial & Efficiency Focus: Identify opportunities to reduce cost leakage, protect margin and enhance commercial consistency through disciplined process governance.

CORE KNOWLEDGE & EXPERIENCE:

• 3–5 years’ experience in operational excellence, process governance, transformation or business improvement within commercial real estate or professional services.
• Proven experience designing, documenting and implementing structured operational frameworks across multi-site or multi-country environments.
• Strong understanding of process mapping methodologies, workflow optimisation and operational governance models.
• Awareness of workflow automation tools, reporting platforms or data visualisation environments (e.g., Power BI or similar) desirable.
• Demonstrated experience embedding Lean principles and driving measurable continuous improvement initiatives.
• Experience developing procurement governance structures, approval matrices and supplier governance models.
• Strong knowledge of ERP-enabled operational environments (e.g. Yardi, Tramps or similar platforms) and process digitalisation.
• Experience working within matrix organisations and influencing senior stakeholders without direct authority.
• Proven ability to translate strategic direction into practical execution frameworks.
• Strong commercial awareness with understanding of margin protection, cost control and operational scalability.
• Experience supporting mobilisation, cross-border transitions or structured change initiatives across multiple markets.
• Strong analytical capability, including experience using performance data and KPIs to drive operational improvement.
• Excellent written documentation skills with ability to produce structured playbooks, governance frameworks and process standards.

SKILLS & PERSONAL QUALITIES:

• Strategic and structured thinker with strong systems orientation.
• Solution-focused with advanced root cause analysis capability.
• Commercially astute and able to balance governance discipline with business agility.
• Highly organised with strong prioritisation capability across multiple workstreams.
• Influential communicator, confident engaging at senior leadership level.
• Collaborative and inclusive in approach, fostering cross-market alignment.
• Resilient and adaptable in complex, evolving environments.
• Strong facilitation and workshop leadership capability.
• Data-driven mindset with passion for measurable improvement.
• Demonstrates ownership mentality and accountability for outcomes.
• Calm and decisive under pressure.
• Naturally aligned to Cushman & Wakefield’s Driven values:

DRIVEN, RESILIENT, INCLUSIVE, VISIONARY and ENTREPRENEURIAL.

QUALIFICATIONS:

• Diploma in Business, Management, Engineering, Real Estate or related discipline desirable.
• Lean / Six Sigma certification desirable.
• Project Management qualification (Prince2 / APM / PMI) desirable.
• Exposure to ISO management systems frameworks advantageous.
• Advanced proficiency in MS Office suite (Excel, PowerPoint, Word).
• Experience with process mapping tools and ERP workflow systems desirable.

INCO: “Cushman & Wakefield”