Operations Manager

Location:

CTC:

About Zolo

ZoloStays stands out as the leading provider of managed co-living spaces in India, catering

to the needs of both working professionals and students. With over $100 Mn funding from

Nexus Venture Partners, IDFC Alternatives, and Mirae Asset, we are rapidly growing.

Responsibilities

Team Management

• Lead and supervise a team of 15–20 wardens, 3–4 Associate Managers, 5–6 Executives/Supervisors, and 25–30 blue-collar staff (DPS/Caretakers).
• Ensure team motivation, training, discipline, and performance monitoring.

Client Servicing & Stakeholder Management

• Maintain strong relationships with client institutions and management.
• Act as the single point of contact for client escalations, audits, and reviews.

Operations Oversight

• Manage daily hostel operations including Housekeeping, Food, Repairs & Maintenance, Wi-Fi, Laundry, and Security.
• Supervise 10–15 hostel properties for smooth functioning and compliance with SOPs.

P&L and Budget Management

• Ensure profitability of accounts by managing expenses as per approved budgets.
• Review and control operational costs and vendor payments to optimize margins.

Process & Compliance

• Ensure strict adherence to internal and client-facing SOPs.
• Conduct audits, identify gaps, and implement corrective actions.

Billing & Collections

• Ensure timely generation of invoices and submission to client teams.
• Track and achieve collections within agreed TATs.

Escalation Handling

• Proactively resolve high-level student, warden, or client complaints.
• Ensure zero service disruptions and immediate corrective actions.

Training & Development

• Regularly train team members for personal and professional growth.
• Build leadership pipeline within the team through mentoring and coaching.

Data-Driven Decision Making

• Analyze daily reports, ticket logs, and service feedback to make strategic improvements.
• Implement initiatives and projects based on insights and performance data.

Eligibility Criteria

• Experience: Minimum 3 years in client-facing operations, preferably in hostels, hotels, student housing, or facility management.
• Education: Graduate in any stream; MBA preferred but not mandatory.

Skills

• Exceptional communication and interpersonal skills
• Leadership and people management
• Conflict resolution and crisis handling
• Budget and cost control understanding
• Strong organizational and multi-tasking ability
• Basic Excel and reporting proficiency