Deputy General Manager

Job Description

: Deputy General Manager - Operations

Company: Converge
Location: Bengaluru
Employment Type: Full Time

Roles and Responsibilities

A progressive professional with hospitality background and experience in hotel operations. The desired candidate is expected to have over 10 years of experience in developing and executing business strategy and leading large cross functional teams. Expertise required across various aspects of property management, facilities operations, P&L management, and customer facing operations. The ability to build and maintain strong client relationships is imperative. Functions as the strategic business leader of the campuses across the region. Leads the direct reports and liaises with the leadership team, along with corporate leadership and cross-functional teams to ensure smooth operations and management of the Campuses. The position ensures Operations meet the Converge vision and standards by being a brand ambassador and focusing on tenant and tenant employees needs. Bring about operational efficiencies, revenues and maximize the financial performance, developing positive landlord and tenant relations. Develops and implements city/region wide strategies that deliver products and services to meet or exceed the needs and expectations.

Key Responsibilities Profitability and Revenue

• Create annual budgets.
• Develop and maintain operating budgets for city and/or regional locations.
• Prepare and review reports along with financial statements to determine performance against budget.
• Prepare departmental budgets and objective manuals with constant review and observations.
• Executed and monitored Capital expenditure projects, preventative maintenance, energy conservation and other controllable expenses. Analysing and strategize for reduction in operations cost.
• Develop fee-based Income streams by managing amenities and services.
• Play an active role in leasing of the office spaces in accordance with the approved business plan for city/regional campuses.

Operations and Experience

• Ensure effective management and operations of all facilities and operations of the campus in the city/region.
• Ensure the building operations and facilities management, keeping with the best hospitality standards.
• Create, develop, and implement Monthly SLA, Management report & other operation related formats and reports in concurrence to client process guidelines.
• Vendor, sub vendor & Contractor Management of all Campuses.
• Prepare and implement management contracts and marketing plans; monitor all agreements, AMCs and plans for effectiveness.
• Manage physical operations, capital improvements, repairs, and preventive maintenance for all city/regional Campuses.
• Perform Campus audits of existing facilities and equipment to capture and report current condition and develop repair and maintenance scopes of work.
• Coordinate contractual arrangements with subcontractors and suppliers, critical equipment, building aesthetics enhancement and functionality, and building infrastructure.
• Liaise with Technology team to drive and support tech products for experience team and clients.
• Assist in event planning, Space on hire and catering service requirements.

Leadership and Team Management

• Lead cross-functional teams of Campus in the city/region including Operations, Events, Food & Beverage, Tenant/Member Relations teams with robust training and operational processes.
• Create a safe and efficient work environment that improves business performance and optimizes staff productivity.
• Manage complex, multifunctional initiatives with significant impacts to people, process, and technology.
• Develop KPIs and Metrics to drive productivity, process improvement and service levels.
• Drive brand partnerships and alliances, ensuring hassle-free onboarding and offboarding experience of clients.
• Closely work with city/regional Strategy, Retail/Leasing and Marketing teams to deliver organization goals.

Tenant Experience

• Design and implement procedures and programs to ensure service consistency to all campuses in the portfolio.
• Conduct periodic Surveys and Feedback of tenants and customers.
• Utilize data to develop trends and insights that will drive continuous improvement in the campus performance.
• Motivate employees to play a central role in customer care by bringing superior organizational skills, attention to detail, and passion to delight.

Safety, Environment and Compliance

• Ensure all Fire, Health Safety, Environment compliances.
• Ensure Social Responsibility and Sustainability.
• Ensure compliance with all legal requirements in connection with operations.
• Ensure all Compliances, Internal & External Audit controls.
• Guide and supervise maintenance of the facilities.

Essential Skills

• A self-starter with the ability to act autonomously.
• Demonstrated understanding of business and strong commercial acumen.
• Ability to understand complex situations and make sound business decisions.
• Communicates clearly, negotiates persuasively, builds, and maintains relationships internally and externally.
• Exemplifies Personal Drive and Integrity Self-motivated and outcome-oriented.
• Achieves Results, implements change, has ability to identify and clarify ambiguities; Closure and delivery focused.
• Accuracy and attention to detail; has ability to manage several complex or high-priority issues simultaneously.
• Confident decision-maker.
• Excellent written and verbal communication skills.
• Ability to work well under pressure and to re-prioritize multiple tasks.

Key Performance Indicators

• Increase Campus Revenue
• Boost Converge App Adoption
• Successful Launch of New Amenities
• Improve Tenant Experience Score
• Enhance Employee Engagement Scores
• Maximize Space on Hire

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