Job Description

Job Title

Cost Management and Critical Balance Lead

Job Description Summary

Cushman & Wakefield is a global leader in commercial real estate services, helping clients transform the way people work, shop, and live. The firm’s 53,000 employees in more than 70 countries provide deep local and global insights that create significant value for occupiers and investors around the world. Cushman & Wakefield is among the largest commercial real estate services firms with revenues of $10.1 billion across core services of agency leasing, asset services, capital markets, facilities services (branded C&W Services), global occupier services, investment management (branded DTZ Investors), tenant representation, and valuations & advisory.

Lead the Critical Balances and Cost Management team, ensuring accurate, timely and controlled delivery of invoice processing, service charge reconciliation, budget review and tenant recharge activities across multiple clients. Provide clear operational leadership, allocate resources, monitor performance and maintain effective controls to reduce held invoice volumes and ageing. Act as the key escalation point for complex queries, drive root cause resolution and continuous improvement, and build strong relationships with clients, suppliers, managing agents and internal stakeholders.

Job Description

Essential requirements

• Demonstrable experience leading or supervising a finance operations, accounts payable, accounts receivable, cost management or real estate operations team.
• Strong practical knowledge of invoice processing, reconciliations, budget reviews, query resolution and financial controls.
• Experience managing service delivery against agreed SLAs, KPIs and client requirements.
• Experience coaching team members, managing performance and supporting colleague development.
• Finance processing or real estate operations experience; a relevant finance or property qualification is desirable.

Required skills

• Strong people leadership skills, with the ability to motivate, coach and develop a high-performing team.
• Strong IT literacy, including intermediate to advanced Microsoft Excel skills.
• Excellent written and verbal communication skills, with confidence engaging clients and senior stakeholders.
• Process-driven and control-focused, with strong attention to detail and a commitment to accuracy.
• Strong analytical and problem-solving skills, including root cause analysis and implementation of preventative controls.
• Ability to plan, prioritise and allocate work effectively in a fast-paced and changing environment.
• Commercial awareness and the confidence to challenge, escalate and resolve risks appropriately.
• Ability to work independently while collaborating effectively across teams and functions.

Key responsibilities

• Lead the day-to-day operation of the Critical Balances and Cost Management team, setting clear priorities, allocating workloads and ensuring deliverables and targets are achieved.
• Own team performance against SLAs and KPIs for invoice processing, service charge reconciliations, budget reviews, tenant recharges and query resolution.
• Review and approve service charge budget reviews, reconciliations, tenant recharge calculations and ad hoc invoices in line with delegated authority, client procedures and supporting legal documentation.
• Drive sustained reduction in the volume and ageing of held invoices through proactive management, clear ownership and timely escalation.
• Act as the primary escalation point for complex operational, supplier and client queries, ensuring timely resolution and clear communication.
• Maintain effective working relationships with internal and external clients, suppliers, managing agents, colleagues and management.
• Liaise with suppliers, managing agents and other third parties to obtain lease, legal and supporting documentation required to resolve invoice and recharge queries.
• Ensure team members follow agreed client procedures, finance controls, approval requirements and documented ways of working.
• Monitor quality and accuracy, undertake root cause analysis and implement corrective and preventative controls where issues are identified.
• Prepare, review and present monthly and quarterly performance reports, KPI packs, aged balance analysis and operational updates across multiple clients.
• Identify operational risks, capacity constraints and emerging issues, escalating appropriately with recommended actions and clear ownership.
• Collaborate with Data, Accounts Payable, Accounts Receivable, Estate Management and other functions to improve processes, controls and service efficiency.
• Lead continuous improvement activity, including standardisation, automation opportunities and implementation of agreed process changes.
• Support internal and external SOC audits by ensuring evidence, controls and responses are complete, accurate and provided on time.
• Provide ongoing coaching, training and support to direct reports, including regular one-to-ones, objective setting, performance conversations and development planning.
• Support recruitment, induction, succession planning and cross-training to maintain appropriate team capability and operational resilience.
• Provide effective cover and continuity arrangements for critical activities, ensuring clear handovers and minimal disruption to client service.

Cushman & Wakefield is an equal opportunity / affirmative action employer. All qualified candidates will receive consideration for employment without regard to ethnicity, gender, gender identity or expression, sexual orientation, age, disability, religion, marital status, or any other legally protected characteristic. Cushman & Wakefield is committed to equity in employment, and our goal is to have a diverse, inclusive and barrier-free workplace. If you are a person with a disability and need any other accessible accommodations during the hiring process, you are invited to bring this to the Talent Acquisition Advisor’s attention once they have made contact.

INCO: “Cushman & Wakefield”