Operations Manger Soft Services

Job Title

Operations Manager

Manager

Incumbent

Department

Operations

Location

Mumbai

Reporting to

Operation Head 

Jobs Reporting

into

Area Relationship Manager

Site Supervisor

Job Objective: Implement the Operations delivery strategy to ensure timely planning and execution of all client

projects adhering to defined standards of cost, quality and C-Sat.

Primary Responsibility (Strategic, Operational, People and Financial responsibilities)

Strategic

· Build and maintain networks with leading corporates (current & potential clients), vendors, property consultants (international and local), architects, etc.; Keep track of developments and trends impacting interests

· Survey the environment for latest developments and best practices in facility management (service offerings, tools & equipments, etc); Evaluate the feasibility of implementing the same in Excetra

· Manpower planning based on business plan; manpower sourcing Coordination 

Operational

· Oversee day-to-day operations for all clients and lead timely closure of all client operational issues

· Ensure adherence to SOPs and checklists and assist the Site Operations team when initiating work with a new client/site; Gain approval from the Ops head and guide the operations teams in the initial takeover of the site

· Oversee resource allocation (labor, material, machinery) for each site within the Organization 

· Assist in the creation and implementation of the standardized Operations strategy for Site Execution based on client service offering across the organization; Guide implementation of the database / MIS system to estimate material and labor requirements and assist in communicating the same to relevant departments within Excetra 

· Oversee operations implementation for all clients (as per organizational parameters); Assist in track resource utilization for the Region on a continuous basis (with increased focus to less profitable clients)

· Guide the site head in the implementation of the escalation management system; Oversee communication to all clients

· Continuously track and monitor client escalations and the timely resolution of the same from time to time

· Assist in tracking operational efficiency for the SBUs and provide inputs to the Ops head on implementing the Intra-SBU resource sharing framework to increase operational efficiency

· Guide the site head in the timely and accurate Invoicing & Collections for all clients; Track and monitor Target vs. Actual periodically in order to ensure zero delay in execution as well as minimal Accounts Receivable build-up for the Region

· Implement the Asset Maintenance and Control (of machinery deployed at client site) mechanisms; Track and monitor lifespan of assets owned/leased by Excetra (Target vs. Actual) to ensure optimum utilization of each asset/machinery

· Periodically track, monitor and ensure timely closure of identified QA/Compliance audit observations with a   goal to attain 100% QA/ Audit compliance; Provide inputs to and seek guidance from the Ops head on repeated/ open cases of non-compliance

· Guide the site head in regularly tracking the timely implementation of SOPs and checklists for business closure (contract termination) and site closure; Oversee timely completion of organizational processes to ease transition 

· Lead the client feedback process at Closure/ contract termination stage to gain inputs on how Excetra could improvise on aspects of execution/client relationship management and other factors that will lead to longer association with key clients; Provide inputs gained during such interactions to the Ops head

· Lead the incorporation of client feedback into various aspects of Operations and Client Relationship Management and provide inputs to and seek guidance from the Ops Head

· Periodically track and monitor progress on 'improvement areas' identified (as part of client C-Sat) to ensure better client retention rates within the Region

· Assist in the implementation of the Knowledge Management framework for sharing of best practices, experiences and key learning across all clients and projects

Financial

· Drive cost savings through process standardization and effective project management practices across projects

· Monitor and ensure adherence to the Region budgets

People

· Drive timely Performance Appraisal of direct reports and assess & fulfil training and career development requirements

· Mentor and coach subordinates to develop the team's capabilities and build a strong succession pipeline for the role