Deputy General Manager - Operations

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.
• Executes and monitors 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

• Ensures effective management and operations of all facilities and operations of the campus in the city/ region.
• Ensures the building operations and facilities management, keeping with the best hospitality standards.
• Creates, develops, and implements Monthly SLA, Management report & other operation related formats and reports in concurrence to client process guidelines.
• Vendor, sub vendor & Contractor Management of all Campuses.
• Prepares and implements 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.
• Driving 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 campus in the portfolio.
• 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.
• Social Responsibility and Sustainability.
• Ensuring compliance with all legal requirements in connection with operations.
• Ensure all Compliances, Internal & External Audit controls.
• Guiding and supervising 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