Senior Operations Manager - Integrated Facilities Management

Reporting to the Director of Integrated Facilities Management, the Operations Senior Manager will play a critical role in supporting the day-to-day management of our extensive portfolio spanning 400-500 retail branches and 10 major offices across India. This position will take ownership of operational execution, escalation management, compliance, and reporting functions, allowing the Director to focus on strategic leadership and key account management.

Key Responsibilities

Operational Management & Execution

• Serve as the first point of escalation for operational issues across the diverse facility portfolio
• Implement and maintain standardized IFM processes across retail branches and office facilities
• Monitor daily operations and ensure service delivery meets established KPIs and client expectations
• Coordinate with site teams to address operational challenges and ensure business continuity
• Support the Director in translating strategic initiatives into actionable operational plans

Compliance & Audit Management

• Lead preparation and response for all internal and external audits across the portfolio
• Ensure strict compliance with client's minimum audit standards and regulatory requirements
• Conduct regular compliance reviews and implement corrective actions
• Maintain comprehensive documentation for audit readiness
• Work closely with legal and compliance teams to stay current on regulatory changes

Energy & Sustainability Reporting

• Oversee energy consumption tracking and reporting across all facilities as part of regional tracking and reporting
• Work with team to identify energy efficiency opportunities and recommendations
• Support implementation of sustainability measures across the portfolio
• Monitor progress toward sustainability goals and report on achievements

Data Analytics & Reporting

• Collect, organize, and analyze operational data from across the facility network
• Develop comprehensive reporting dashboards for the Director to present to clients
• Identify trends and patterns to inform predictive maintenance strategies
• Generate regular performance reports for various stakeholders
• Support data-driven decision-making through insightful analytics

Vendor Coordination

• Assist in managing day-to-day relationships with service providers across India
• Monitor vendor performance against SLAs and escalate issues as needed
• Conduct regular vendor performance reviews and provide feedback
• Support the Director in vendor negotiations and contract management
• Ensure vendor compliance with operational and safety standards

Team Leadership & Development

• Directly manage operational supervisors and coordinators across different regions
• Provide mentorship and technical guidance to site-based teams
• Identify training needs and coordinate skill development initiatives
• Assist in talent assessment and succession planning
• Ensure teams are equipped to deliver consistent service across all locations

Qualifications

Education and Experience

• Bachelor's degree in Facilities Management, Engineering, Operations Management, or related field
• 8-10 years of experience in facilities management operations, with at least 3 years in a senior supervisory role
• Experience managing operations across multiple sites, preferably in retail and commercial office environments
• Demonstrated experience in compliance management, audits, and regulatory reporting
• Proven track record in energy management and sustainability reporting

Skills and Competencies

• Strong understanding of IFM operations, maintenance systems, and industry best practices
• Proficient in data analysis and performance reporting
• Experience with CAFM systems, BMS, and other facilities management technologies
• Knowledge of energy efficiency standards and sustainability practices
• Excellent problem-solving abilities with a solutions-oriented approach
• Strong project management skills with ability to handle multiple priorities
• Excellent stakeholder management and communication skills
• Understanding of financial principles as they relate to facilities operations

Personal Attributes

• Detail-oriented with exceptional organizational abilities
• Proactive and responsible