General Manager

General Manager (Facility Management, Housekeeping & Deep Cleaning Services)

1. Role Definition

The General Manager (GM) is responsible for overseeing the full operational, financial, and strategic functions of the housekeeping & Deep Cleaning service company. The GM ensures cross-functional alignment across departments to drive performance, profitability, team development, and client satisfaction. This role involves strategic thinking, hands-on leadership, and structured execution to ensure service excellence and sustainable growth.

2. Deliverables / Key Result Areas (KRAs)

• - Strategic Planning & Execution
• - Operations Oversight
• - Client Relationship Management
• - Team Leadership & HR Collaboration
• - Sales & Business Development
• - Finance & Profitability Oversight
• - Process & Quality Compliance
• - Technology & Automation Implementation
• - Crisis & Risk Management
• - Brand & Culture Building

3. Tasks & Activities (By Sub-Function)

Strategic Planning & Execution

• - Conduct strategic meetings every 45 days with team leaders
• - Review goals, challenges, and growth roadmap
• - Track progress on strategic initiatives
• - Assign actionable items with deadlines

Operations Oversight

• - Review manpower planning and site allocation daily
• - Ensure field officer deployment and site audits
• - Maintain shift rosters, attendance, and uniform standards
• - Resolve site-level issues through field support

Client Relationship Management

• - Schedule monthly feedback calls or visits with clients
• - Review complaints and resolutions weekly
• - Share MOMs and updates with stakeholders
• - Generate client referrals and testimonials

Team Leadership & HR Collaboration

• - Conduct weekly check-ins with field team and operation managers
• - Review TLRs and performance of team members
• - Support hiring needs and onboarding of key roles
• - Mentor potential leaders and reinforce culture

Sales & Business Development

• - Support large deal closures or meetings
• - Help create offers, negotiate terms, and review contracts
• - Explore upselling or cross-selling at existing sites
• - Track new lead generation and follow-ups

Finance & Profitability Oversight

• - Track site-level P&L monthly
• - Review payment collections and follow-ups weekly
• - Control operating expenses (Rokdi, OT, logistics)
• - Ensure salary, billing, and cost targets are aligned

Process & Quality Compliance

• - Ensure SOPs and site-level checklists are followed
• - Track audit reports and team compliance
• - Conduct root cause analysis for quality gaps
• - Review grooming and documentation standards

Technology & Automation Implementation

• - Implement digital tools for attendance, audits, feedback
• - Train team members on using tech tools
• - Track usage and automation benefits
• - Shortlist manual tasks to automate monthly

Crisis & Risk Management

• - Maintain risk register and response plan
• - Lead crisis response team
• - Log incidents and track resolution TAT
• - Train staff on emergency protocols

Brand & Culture Building

• - Celebrate staff birthdays, achievements, and wins
• - Display company values and internal updates
• - Reward team for good behaviour and attitude
• - Conduct monthly engagement activities

4. Metrics & Measurement Parameters

• - Quantity: Number of tasks completed, reports submitted, trainings done
• - Quality: Accuracy of audits, feedback scores, SOP adherence
• - Timeliness: On-time reporting, resolution TAT, attendance logs
• - Cost: Expense reduction, profitability margin, budget adherence
• - Engagement: Participation in meetings, activities, culture initiatives