General Manager Operations

Summary

• Functions as the primary strategic business leader of all CoWrks facilities in India. This position serves as a leader for individual unit leads and functional leaders in operations in the CoWrks corporate team.
• The primary responsibility of this position is to develop, in partnership with other functional leaders, the overarching CoWrks experience to cement the brand as India s premier commercial real estate services company. This position will be responsible for designing the service experience, building brand standards and executing these strategies at all facilities to increase asset value for the builder.
• The position ensures CoWrks Operations meet the company s standards, focuses on member and tenant needs, ensures employee satisfaction, maximizes the financial performance while developing positive builder and tenant relations.
• The scope of this position covers, but is not limited to, Property Management, Operations Management, Front Desk, Concierge, Business Centers, Wellness Facilities, Housekeeping, Food & Beverage Services, Engineering, and Maintenance.

Core Work Areas:

• Partner with functional leaders to design member experience for all CoWrks locations
• Evaluating all potential expansions for services, amenities and operational requirements to build the best member experience possible
• Developing brand standards and operating procedures to ensure the strategy is carried through at all locations
• Identifying appropriate vendors, keeping with the brand standards/positioning
• Identify revenue-generating opportunities and models to monetize services/amenities

Profitability and Revenue

• Create annual budgets. Develop and maintain operating budgets for regional locations.
• Review reports and financial statements to determine performance against budget.
• Prepare departmental budgets and objective manuals with constant review and observations.
• Monitor Capital expenditure projects, preventative maintenance, energy conservation, and other controllable expenses. Analyzing and strategize for a reduction in operations cost.
• Develop fee-based Income streams by managing amenities and services.
• Play an active role in leasing the office spaces in accordance with the approved business plan.

Operations and Experience

• Responsible for effective management and operations of all facilities and operations across India.
• Responsible for building operations and facilities management, keeping with the best hospitality standards.
• Develop and implement Monthly SLA, Management reports & other operation-related formats, and reports in concurrence to client process guidelines.
• Vendor, sub-vendor & Contractor Management.
• Prepare and implement management contracts and marketing plans; monitor all agreements, AMCs, and plans for effectiveness.
• Manage physical operations, capital improvements, repairs, and preventive maintenance for all sites.
• Perform site audits of existing facilities and equipment to capture and report the current condition and develop repair and maintenance scopes of work.
• Coordinate contractual arrangements with subcontractors and suppliers
• occupancy, critical equipment, building aesthetics enhancement, and functionality, and building infrastructure.
• Liaise with the Tech team to drive and support tech products for the experience team and clients.
• Lead event planning, conference center operations, and food services.

Leadership and Team Management

• Lead cross functional teams including Operations, Experience, Food & Beverage, Housekeeping, 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 Strategy, Revenue/ Leasing and Marketing teams to deliver organization goals.

Client Experience

• Design and implement procedures and programs to ensure service consistency to all sites 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 site 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 the maintenance of the facilities.