Senior Manager - Operations

Cushman & Wakefield

8 - 13 years

6 - 11 Lacs

mumbai

Posted:1 day ago| Platform:

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Skills Required

resource planning hospitality management stakeholder management facility management hotel management operations management team management workforce management real time analysis performance review hospitality performance management wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Major Responsibilities

Client/Stakeholder Management (in support of the Workspace Lead)

Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved as reflected by Client feedback
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
Timely governance through MMR / QBRs
Actively recover feedback from the end user
Implement best practices and support client site initiatives.
Actively seek additional opportunities and organic growth.

Operations Management- Soft Services

Functional operational control to deliver excellence every time
Providing expertise for soft services
Soft Services audits and creation of action plans
Resource Planning for soft services improvement plan
Hospitality specific training programmes
Implement service tasks, procedures and policies and measure performance
Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
Understand the soft services requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
Provide comprehensive Workspace management for the office premises
Implement and manage the change control process
Resolve user's complaints and concerns with solutions and follow up
Implementation of service task, procedures and policies
Prepare risk assessments for self-delivery
Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
Report building incident following with set escalation channels with measures and solutions
Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
Coordinate, manage and oversee vendors to perform a wide range of Workspace-related services
Ensure service deliverables meet SLAs and KPIs
Work with all related parties on timely delivery of all services
Tracking of contract renewal and ensuring contract is closed prior to expiry.
Timely invoicing to client, collection of dues and vendor payments.
When necessary, raise risks for further support / investigation
Continuous Improvement implementation
Cost saving mind-set that drives value for service at every level
Managing budgets and ensuring cost-effectiveness
Collect, analyse, and report statistical data as may be required to provide accurate and current assessment of management objectives

Ideal Experience

Experience of 8+ years in facility management
Needs to have would be a Bachelors degree in Hotel Management/Hospitality Management
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements.

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