Head of Facilities Management

Key Responsibilities

1. Business P&L Ownership

 Lead the OFM vertical as a business unit with accountability for revenue generation, cost efficiency, and bottom-line performance.

 Develop service pricing models (AMC, utility billing, asset rentals), manage budgets, and drive profitability.

 Prepare and present monthly business performance reports to senior management.

2. Multi-Community Facilities Management

 Oversee integrated technical services (MEP, PPM, STP/WTP, electricals, solar, HVAC) and soft services (security, housekeeping, landscaping, pest control) across completed and near-completion communities.

 Ensure continuous system uptime, safety, compliance, and timely execution of preventive and corrective maintenance.

 Implement robust SOPs, safety protocols, and FM documentation.

3. Customer Success & Resident Engagement

 Own the post-handover resident experience, managing service levels, grievances, and operational response systems.

 Build long-term engagement with Residents’ Associations and Committees.

 Create transparent communication systems and resident service dashboards.

4. Project Handover Enablement

 Actively participate in handover of new projects to customers and associations.

 Ensure all infrastructure systems are FM-ready, documented, and compliant at the time of handover.

 Coordinate with Delivery, MEP, and Customer Success teams to facilitate snag rectification, asset verification, and community readiness.

5. Sales Experience Support

 Oversee upkeep and readiness of sales experience zones in new projects, ensuring infrastructure and soft services reflect brand and quality standards.

 Work with Branding, Sales, and Design teams to ensure a consistent and welcoming experience for prospective customers.

6. Team Development & Upskilling

 Build and lead a multi-layered FM team of engineers, supervisors, and service partners.

 Identify training needs and tie up with external training agencies to upskill the team in both technical and soft services.

 Drive a culture of performance, service orientation, and continuous improvement.

7. Systems & Sustainability Integration

 Institutionalize digital tools for asset management, maintenance tracking, billing, and service ticketing.

 Align FM operations with sustainability mframework—including solar power systems, BESS (battery energy storage systems), water security, and zero-waste systems.

 Monitor and improve resource efficiency (energy, water, waste) across communities.

Candidate Profile

Must-Haves

 15–20 years of hands-on and leadership experience in residential facilities management, with at least 7 years in a single organization.

 Strong technical expertise in MEP systems, PPMs, utilities management, and compliance.

 Proven leadership in managing multi-site FM operations, customer success, and business financials.

 Experience participating in handover of new residential projects, including coordination with construction and delivery teams.

 Demonstrated ability to lead large teams, manage vendors, and resolve resident issues effectively.

Preferred

 Experience in communities with sustainability infrastructure (solar PV, STP, BESS).

 Exposure to FM operations in eco-sensitive, integrated townships.

 Familiarity with CAFM or FM software tools.

Key Attributes

 Ground-up leadership mindset with strong execution skills

 Empathetic, resident-first service orientation

 Technically sound and operations-focused

 Financially sharp with strong cost control and margin optimization skills

 Calm and solution-oriented in conflict or escalation scenarios

 Comfortable in cross-functional environments—Delivery, Design, Sales,

Customer Success