Job
Description
Job Description for the position of Cluster Manager Operations in a Housekeeping and Manpower Staffing. Job Title: Cluster Manager – Operations Department: Operations Reporting To: Regional/Cluster Head Location: Ahmedabad ,Vadodara Industry: Facility Management / Manpower Supply / Housekeeping Services Job Purpose: To lead and manage a group of client sites (cluster) ensuring high-quality service delivery, client satisfaction, manpower optimization, operational efficiency, compliance adherence, and profitability of the business unit. Key Responsibilities: 1. Operational Management: Supervise and manage daily housekeeping and manpower operations across multiple client sites. Ensure deployment as per agreed manpower, scope of work (SOW), and SLAs. Conduct regular site visits and audits to monitor service quality and process adherence. Ensure timely shift start-up, uniformity, tool and equipment usage, and process compliance. 2. Client Relationship Management: Act as a key point of contact for all clients within the cluster. Address client concerns, feedback, and service issues promptly. Conduct monthly client reviews and maintain strong communication channels. 3. Team Management: Lead and guide a team of Site Incharges/Supervisors and ground staff. Ensure proper training, discipline, grooming, and performance of all team members. Handle manpower planning, onboarding, attrition control, and employee engagement. 4. Financial & Commercial Management: Ensure adherence to approved budgets and cost controls. Monitor billing, revenue realization, and timely invoice submissions. Control overtime, absenteeism, and over-deployment. Ensure profitability of the cluster by maximizing efficiency and resource utilization. 5. Compliance & Documentation: Ensure statutory compliance across all sites (PF, ESIC, Labor Laws, etc.). Maintain and update documentation including attendance, muster rolls, compliance registers, and audit files. Ensure proper maintenance of HR, operational, and safety documentation. 6. Safety, Quality & Training: Enforce safety norms and implement risk mitigation practices at all sites. Drive continuous improvement and operational excellence. Organize regular trainings (TBTs, SOPs, fire safety, etc.) for teams. 7. Reporting & MIS: Submit daily/weekly/monthly MIS reports as per company formats. Track KPIs like productivity, SLA compliance, attrition, OT %, GOM, and client satisfaction scores. Key Skills and Competencies: Strong leadership and people management skills Proficient in operational planning and execution Client-centric approach with effective communication Knowledge of statutory and labor compliances Problem-solving and decision-making ability Proficiency in MS Office, especially Excel and PowerPoint Ability to travel within the cluster as required Qualifications: Graduate in any discipline (preferably with MBA or Diploma in Facility Management/Operations) Minimum 5–8 years of relevant experience in Facility Management / Housekeeping / Manpower Supply KPIs / Performance Indicators: Client Retention & Satisfaction (CSAT) SLA Adherence Manpower Deployment Efficiency Attrition & OT Control Timely Invoicing & Collection Compliance Adherence Gross Operating Margin (GOM) Employee Engagement & Training Coverage
