Cluster Manager-Operations

Job Title: Cluster Manager Operations

Department:

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