Senior Manager

2 weeks ago

Mumbai India Cushman & Wakefield Full time

Job Description

Job Title

Senior Manager - Operations

Job Description Summary

Job Description

Major Responsibilities

Client/Stakeholder Management (in support of the Workspace Lead)

- Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved as reflected by Client feedback
- Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
- Timely governance through MMR / QBR's
- Actively recover feedback from the end user
- Implement best practices and support client site initiatives.
- Actively seek additional opportunities and organic growth.

Operations Management- Soft Services

- Functional operational control to deliver excellence every time
- Providing expertise for soft services
- Soft Services audits and creation of action plans
- Resource Planning for soft services improvement plan
- Hospitality specific training programmes
- Implement service tasks, procedures and policies and measure performance
- Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
- Understand the soft services requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
- Provide comprehensive Workspace management for the office premises
- Implement and manage the change control process
- Resolve user's complaints and concerns with solutions and follow up
- Implementation of service task, procedures and policies
- Prepare risk assessments for self-delivery
- Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
- Report building incident following with set escalation channels with measures and solutions
- Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
- Coordinate, manage and oversee vendors to perform a wide range of Workspace-related services
- Ensure service deliverables meet SLAs and KPIs
- Work with all related parties on timely delivery of all services
- Tracking of contract renewal and ensuring contract is closed prior to expiry.
- Timely invoicing to client, collection of dues and vendor payments.
- When necessary, raise risks for further support / investigation
- Continuous Improvement implementation
- Cost saving mind-set that drives value for service at every level
- Managing budgets and ensuring cost-effectiveness
- Collect, analyse, and report statistical data as may be required to provide accurate and current assessment of management objectives

Ideal Experience

- Experience of 8+ years in facility management
- Needs to have would be a Bachelor's degree in Hotel Management/Hospitality Management
- Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements

INCO: Cushman & Wakefield'

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