Head of operations (PSS08093)

About the Company

It is a leading organisation that provide integrated services like security, maintenance (HVAC, elevators, pools), housekeeping, landscaping, guest house management, and more, aiming to optimize building performance and occupant comfort through professional staffing and technology.

Position Overview

The Head – Operations (PMS & Hospitality) provides strategic leadership for the Integrated Property Management Services (PMS) and Facility Management Services (FMS) vertical, overseeing technical, soft services, security, club house, and landscaping operations across multiple sites in Maharashtra and Gujarat. By driving customer satisfaction, contract retention, and sustainability, the role ensures a hospitality-driven resident experience, implements SOPs, and builds strong client relationships. The Head – Operations supervises Operations Managers, who manage Property Managers, ensuring seamless service delivery, operational excellence, and scalability.

Key Responsibilities

• Strategic Operations Leadership

  • Vertical Oversight: Lead PMS and FMS operations, ensuring high-quality delivery of technical (e.g., HVAC, elevators, STP), soft services (e.g., housekeeping, waste

  management), security, and landscaping across all sites.

  • SOP Implementation: Achieve 100% alignment of standard SOPs with on-site SOPs in view by Q4 FY26, conducting quarterly audits to verify adherence.
  • Performance Standards: Monitor project-wise SLAs, achieving a 4.2/5 customer satisfaction rating and 100% system uptime (excluding planned maintenance) by Q4

  FY26.

  • Business Expansion: Secure new contracts outside group companies, achieving 100% contract retention and 10% revenue growth by Q4 FY26.

  Customer and Client Relationship Management

  • Resident Satisfaction: Drive a 4.2/5 resident satisfaction rating, resolving 95% of complaints within TAT and reducing recurring issues by 20% quarterly through root cause analysis.
  • Client Engagement: Conduct quarterly strategic meetings with corporate clients and building bodies (e.g., societies, condominiums) to align on goals and deliver two value-add initiatives per site annually.
  • Helpdesk Oversight: Ensure Operations Managers collaborate with helpdesk teams to update tickets, document root cause analysis for 95% of complaints, and implement preventive plans.
  • Feedback Integration: Act on resident feedback within 72 hours, sharing Monthly Service Reports (MSRs) to promote knowledge sharing and service improvements.

  Team Leadership and Development

  • Supervisory Structure: Oversee Operations Managers, ensuring effective management of Property Managers and frontline staff (e.g., housekeeping, security, electricians, plumbers, gardeners).
  • Training and Induction: Standardize a 2-week induction for new joiners with assessments, achieving 90% University program attendance and 75% scores in 4  SOP exams by Q4 FY26.
  • Employee Engagement: Lead quarterly townhalls with R&R programs, inviting the CEO to four major site events annually, and achieve 95% attendance through daily Connect tracking.
  • Succession Planning: Maintain a 15-month minimum staff tenure with 0% sudden exits, enforcing leave planning and role substitute nominations.
  • Empanel minimum numbers to have bench strength ready for immediate replenishment

  Safety and Compliance

  • Safety Standards: Enforce zero-incident safety protocols, conducting bi-annual audits to ensure compliance across technical, housekeeping, and security operations.
  • Regulatory Adherence: Ensure 100% compliance with health, hygiene, environmental, and technical regulations, maintaining audit-ready documentation (e.g., waste disposal, lift inspections).
  • Preventive Measures: Implement preventive maintenance checklists, achieving 100% completion to minimize accidents and disruptions.
  • Risk Management: Oversee risk assessments, ensuring corrective actions are implemented within 24 hours of identification.

  Financial and Vendor Management

  • Profitability: Reduce operational costs by 5% annually through energy-saving initiatives, mechanized cleaning, and optimized resource allocation.
  • Billing Efficiency: Achieve billing and collection ageing of less than 45 days by Q4 FY26, ensuring accurate Connect data entry and weekly client follow-ups.
  • Vendor Negotiations: Secure best rates for AMCs and services, conducting monthly performance reviews to ensure SLA compliance.
  • Inventory Control: Standardize inventory management for critical spares and consumables, triggering requisitions to avoid stockouts.

  Operational Efficiency and Process Improvement

  • TAT and Root Cause Culture: Implement TATs for 100% of PMS and FMS complaints in systems, with root cause analysis for 95% of issues by Q4 FY26.
  •  Process Standardization: Streamline processes for scalability, achieving a 10% increase in task completion rates through technology adoption (e.g., IoT, digital helpdesk).
  • Issue Resolution: Maintain a Daily Issue List, resolving escalations within 48 hours and conducting weekly site walkthroughs to address operational gaps.
  • Continuous Improvement: Share MSRs monthly to drive best practices, ensuring 90% audit scores across site

  System and Facility Uptime

  • Uptime Assurance: Achieve 100% uptime for critical systems (e.g., DG, lifts, fire systems, STP, OWC, AC, boom barriers) by Q4 FY26, excluding planned maintenance.
  • Maintenance Strategy: Oversee 100% completion of preventive maintenance tasks, planning upgrades with 15-day notice to minimize disruption.
  • Vendor Coordination: Develop replacement strategies for ageing equipment, ensuring spares availability for 90% of repairs.
  • Annual Overhauls: Implement annual checklists and planned shutdowns to enhance system reliability.
  
  Required Experience & Qualifications

• Education: Bachelor’s degree in Engineering; MBA highly desirable.
• Experience: 20+ years in leading facility management companies.
• Leadership: Experience managing a team of 2000+ resources under operations.
• Technical Expertise: Integrated Property Management including housekeeping, security, landscape, club management, and client relations.
• Soft Skills: Visionary leadership, relationship development, communication, team building, result orientation, financial acumen, negotiation, analytical skills, and customer service focus.

Why Consider this Opportunity?

• Bachelor’s degree in engineering (any discipline); MBA highly desirable
• Minimum 20+ years in facility management, with 5+ years leading integrated PMS/FMS operations,
• Managing 2000+ resources across multiple sites
• Visionary leadership in overseeing technical, soft services, security, and landscaping operations
• Expertise in building client and resident relationships
• Driving hospitality-driven outcomes - Strong financial acumen for cost control, vendor negotiations, and profitability 
• Proficiency in SLA development, TAT implementation, and root cause analysis

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