Head of Operations

### **Job Description (JD): Operations Head (Front-End)** 

**Role Title:** Operations Head (Front-End) 

**Location:** Mumbai HQ and travelling to Pune and future expansion sites)

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### **Role Summary** 

The **Operations Head (Front-End)** will be responsible for the seamless execution of on-ground operations across all Union Living properties. This role requires a leader who can ensure operational excellence across clusters, deliver an exceptional guest experience, and build a strong community within the properties. The individual will manage diverse responsibilities, including hospitality services, facilities management, compliance, staff management, and guest journey optimization. 

As a key member of the leadership team, the Operations Head (Front-End) will implement best practices, ensure adherence to SOPs, and leverage innovative tools to enhance operational efficiency. This role is critical in building Union Living’s reputation as India’s leading coliving brand for **Gen Z and millennials.** 

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### **Key Responsibilities** 

#### **Cluster and Team Management** 

- Lead and mentor **Cluster Managers**, ensuring operational consistency across all locations. 

- Conduct weekly and monthly performance reviews for on-ground teams to maintain high levels of productivity and accountability. 

- Develop a structured training program to upskill teams in **hospitality management, technical problem-solving, and customer engagement.** 

- Act as the primary liaison between cluster teams and senior leadership for seamless communication. 

#### **Hospitality & Soft Services Management** 

- Ensure high standards in **housekeeping, security, and front-office operations** across all properties. 

- Develop and implement SOPs for soft services, including **guest interaction protocols, cleaning schedules, and emergency response plans.** 

- Maintain **100% readiness for move-ins** and move-outs, ensuring a smooth transition for residents. 

- Foster a welcoming and engaging environment to enhance the overall guest experience. 

#### **Facilities Management (Hard Services)** 

- Oversee the repair and maintenance (R&M) of properties to minimize downtime for critical equipment such as **HVAC systems, lifts, and electrical installations.** 

- Conduct **preventive maintenance programs** and track equipment lifecycles to maintain state-of-the-art facilities. 

- Collaborate with external vendors and contractors to ensure timely completion of maintenance tasks without compromising quality. 

- Manage **property upgrades and refurbishment projects** to enhance the living experience for residents. 

#### **Move-In and Move-Out Management** 

- Create and oversee **checklist-based move-in/move-out protocols** to ensure unit readiness and minimize operational disruptions. 

- Manage coordination between housekeeping, R&M teams, and front-office staff to streamline transitions. 

- Ensure a seamless onboarding process for new residents, enhancing the **first impression of Union Living.** 

#### **Guest Journey Management & CRM** 

- Oversee the entire **customer lifecycle**, from the move-in experience to daily interactions and community engagement. 

- Leverage CRM platforms such as **Zoho, Salesforce, or HubSpot** to track guest interactions, monitor satisfaction metrics, and resolve grievances. 

- Regularly train teams to use CRM tools effectively to ensure consistent and high-quality customer service. 

#### **Community Engagement & Events** 

- Collaborate with the marketing and community teams to execute **weekly and monthly events** aimed at fostering community spirit among residents. 

- Encourage feedback from residents to tailor community initiatives that resonate with their preferences. 

- Build a culture of inclusivity, creativity, and engagement, enhancing the **Net Promoter Score (NPS)** and customer loyalty. 

#### **Vendor and Compliance Management** 

- Manage vendor contracts for housekeeping, security, catering, and technical services to maintain cost efficiency and quality standards. 

- Ensure **100% compliance** with all local/state/national regulations, including **fire safety, water quality, waste management, and occupancy permits.** 

- Conduct regular audits of properties to ensure adherence to compliance standards. 

- Actively stay updated on government regulations impacting the coliving industry and implement necessary measures promptly. 

#### **Guest Experience & Escalation Management** 

- Personally address escalated grievances from residents, ensuring timely and permanent resolution. 

- Conduct workshops for teams on **conflict resolution, guest satisfaction, and empathy-based communication.** 

- Monitor and improve **response times for customer complaints** through clear escalation matrices. 

#### **Operational Excellence & Continuous Improvement** 

- Identify inefficiencies in existing processes and propose innovative solutions to enhance productivity. 

- Benchmark operations against industry standards, incorporating best practices into daily workflows. 

- Use data analytics tools to monitor property performance, analyze trends, and implement corrective actions. 

#### **Financial Oversight** 

- Oversee timely collection of rents and coordinate with the back-office team for reconciliations. 

- Develop and monitor **cluster-level budgets**, ensuring cost control without compromising service quality. 

- Review monthly operational expenses and identify areas for cost-saving initiatives. 

#### **Audit & Self-Review** 

- Conduct **bi-monthly self-audits** of all properties, covering SOP adherence, compliance, and guest satisfaction metrics. 

- Use audit findings to implement corrective actions and maintain consistent service quality. 

#### **Team Motivation & Training** 

- Foster a culture of collaboration, accountability, and excellence among on-ground teams. 

- Organize **monthly training sessions** on SOP updates, soft skills, and technical knowledge. 

- Motivate staff through recognition programs and career growth opportunities. 

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### **Key Result Areas (KRAs)** 

1. **Operational Excellence:** 

  - Ensure **100% adherence to SOPs** across all properties. 

  - Maintain state-of-the-art grade facilities through consistent upgrades and preventive maintenance. 

2. **Guest Satisfaction:** 

  - Achieve a minimum **NPS score of X+** and reduce repeat complaints by **Y% annually.** 

  - Maintain an average guest satisfaction score of **4.5/5** across feedback channels. 

3. **R&M and Facilities Management:** 

  - Reduce equipment downtime to **less than X hours per month.** 

  - Ensure completion of all R&M tasks within a **24-48 hour SLA.** 

4. **Compliance:** 

  - Achieve **100% compliance** with fire safety, waste management, water quality, and other certifications. 

  - Ensure periodic audits are conducted with zero major compliance gaps. 

5. **Financial Oversight:** 

  - Maintain **on-time rental collection rates above X%.** 

  - Achieve **Y% savings in operational budgets** through effective cost control. 

6. **Team Performance:** 

  - Ensure **X% staff retention rate** annually. 

  - Increase team training completion rates to **Y%.** 

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### **Skills and Qualifications** 

#### **Experience:** 

- Proven experience in **front-end operations, hospitality, facilities management**, or related fields, preferably in coliving, hotels, or real estate sectors. 

- Minimum **5-8 years of leadership experience**, managing large teams and multiple locations. 

#### **Technical Skills:** 

- Proficiency in CRM tools like **Zoho, Salesforce**, or equivalent platforms. 

- Familiarity with **maintenance management software** and tools like **CMMS.** 

- Strong understanding of **R&M procedures, compliance standards, and vendor management.** 

#### **Soft Skills:** 

- Excellent communication and interpersonal skills to manage diverse teams and guest interactions. 

- Analytical mindset for interpreting operational data and implementing process improvements. 

- High emotional intelligence (EQ) to manage escalations and resolve conflicts empathetically. 

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### **Why Join Us?** 

- Be a part of Union Living’s mission to redefine coliving for **Gen Z** and millennials in India. 

- Join a fast-growing company where your contributions will directly impact our success. 

- Work in a dynamic and collaborative environment that values innovation and operational excellence. 

• ESOP Consideration post 2 years.

**Apply now and take the lead in building India’s most-loved coliving brand**