Job
Description
Group Company: 91 Springboard Business Hub Private Limited
Designation: Manager - Operations
Office Location:
Years of experience: to
Salary Range: INR to (Annual)
Position description:
PURPOSE:
Responsible for driving and managing the entire Operations with people management responsibility for the assigned Hub with high focus and accountability of respective hub's P&L, maximizing revenue by taking measure that support expansion of the member base, improving NPS & customer satisfaction scores through various touch-points while upholding the service brand of the Company.SIZE (Key financial and non-financial dimensions):
Financial:Budget Managed (Annual) -1% of Overall Hub RevenueNon-FinancialNo. of direct reports - 3 to 6 || No. of indirect reports - 1 to 2
KEY STAKEHOLDER NETWORK (Internal and external):
Internal: FacilitiesTeam,Finance,Legal,Marketing,Sales,Community Team,Set-up,Technology InfrastructureExternal: Landlords, Member Customers (Can be 91S team based out of Hub too), Walk-in leads, Vendors, Local Authorities (Labor Inspectors/Fire Safety etc.)
MINIMUM REQUIREMENTS
(Requirements to fit into this role):
Education Guidelines:Masters Degree in Operations Management/Hospitality/General ManagementExperience Guidelines:4-6 Years in a Operations role (preferably with team management experience) in a Hospitality or Service Oriented industryKnowledge &
Skills:
A. TechnicalFinancial Acumen (Intermediate LevelAnalyzing Financial statements/Yield/P&L/Accounting basics like accrual vs cash/budgeting/revenue & cost projections/invoicing/tax compliances etc.)General AdministrationProduct AwarenessProcess/Operations ExcellenceVendor ManagementCustomer Relationship ManagementEvent ManagementIT Infrastructure (Intermediate/Customization Level)
B.Behavioral
Customer OrientationCollaborationStakeholder ManagementProblem SolvingOrganizing & PlanningCommunication Skills (Intermediate-Negotiation level)
AREAS OF RESPONSIBILITY:
A. Strategic & Planning Responsibilities
Manage overall relationships with key member accounts & own risk assessments & action plan for high & medium churn risk of profiles for the Hub.Maintain healthy working relationships with landlords and their representatives for routine activities like rent payments, utility payouts, upkeep of the overall premises etc. and flag any issues/concerns proactively to the concerned teams.Manage NPS & customer satisfaction assessment on all services & amenities; measure & track the same & provide inputs to core teams basis assessment results to improve on key metrics for assigned Hub.Execute activities that enable members to participate in communities; raise awareness about shared resources & culture of working in a co-working environment in collaboration with Marketing.
B. Financial & Control Responsibilities
Manage fixed costs & consumptions and overall P&L for the assigned Hub and deliver on budget adherence. Ensure that Hub team engagements & associated costs are in-line with defined budgets.Accountable for member contract agreements & ensuring timely generation of invoices & collection of payments on agreed products & services for all members in assigned Hub.Drive revenue generation for the Hub beyond membership fees through events, infrastructure, up-selling products & services, new customers, etc.Support Cluster head in reviewing and audit agreements, invoicing reports, quarterly event calendar & execution of monthly events/ activities; conduct gap analysis and take corrective actions or highlight red flags to concerned stakeholders.
C. Functional Responsibilities
Ensure overall process and policy compliance in standards and execution as per the guidelines prescribed by Finance, Legal, HR or any other Central teams w.r.t contracts management, procuring trade licenses, fire & safety/F&B NOCs, S&E renewals, invoicing, collections, hub expenses etc.Oversee the Facilities team and the housekeepingvendors and conduct regular audits for ensuring the adherence to service brand guidelines/improving related CSAT scores.Proactively assess any major safety risks and highlight it to the functional head directly and track resolution on the same. Also ensure that safety audits and emergency drills are conducted in a timely manner.Accountable for delightful hub tours in line with the Service Brand guidelines for all walk-ins and on-boarding for all members for assigned hub.Oversee formulation & execution of initiatives & methodologies to drive operational excellence for assigned Hub to manage working capital & derive cost efficiencies while maintaining optimum quality standards.Accountable for delivery of products & services for all members as per agreement for respective hubs.Ensure operations & delivery of events for assigned hub including unwinds or learning programs & workshops as directed by community team for assigned hub.Accountable for overall hub-desk inventory management for assigned Hub in coordination with Facilities teams.Support sales activity by coordinating for enterprise client hub tours, oversee layout and customizationexecution, managing change requests, optimizing space allocation, supporting customizationteam, and enabling a deal closure in coordination with Sales teams.Accountable for managingand negotiating contract renewals for the respective hub's member teamsManage and resolve any escalationsin an appropriate member and take appropriate decisions(within the scope of their approval authority) to uphold Company values.
D. People Responsibilities
Drive a culture of high performance amongst team members guide, mentor, counsel and provide feedback to team so as to ensure a motivated and committed team.Communicate regularly with the team to ensure each individual is aligned with the Company/functional goals.Develop self capabilities to take on higher responsibilities while performing the given / in-charge responsibilities .Ensure adequate training of self to be able to handle business dynamics and meet the requirements of the customers & stakeholders.
Primary Responsibilities:
Operations, P&L Management
Additional Responsibilities:
Reporting Team
Reporting Designation: Reporting Department:
Educational qualifications preferred
Category: Field specialization: Degree: Academic score: Institution tier:
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