Job Title Operation Manager Location Head Office Reporting to Head Operations – PMS and Hospitality Section II: Job Purpose Overall Role Objective: The Operations Manager is responsible for overseeing multiple residential and commercial properties, ensuring seamless coordination and execution of core operations. This includes end-to-end management of staffing, deployment, attendance tracking, billing, client engagement, training, SOP adherence, audits, and technology adoption. The role requires strong collaboration with Property Managers (PMs), Assistant Property Managers (APMs), and cross-functional departments, acting as a critical link between on-site teams and the Head Office. Section III: Key Responsibilities and Accountabilities of the role Role Key Accountabilities 1. Operations Management · Ensure 100% adherence to SOPs at all managed sites. · Promote and monitor the consistent use of Crest View, Crest Connect, and La Circle applications. · Conduct regular operational reviews: o Weekly/fortnightly review meetings with PMs/APMs. o Property rounds post-review to assess ground-level implementation. · Organize monthly on-site staff briefings to boost morale and engagement. · Ensure timely and accurate submission of attendance records and billing documents. · Follow up on collections and outstanding payments to maintain healthy cash flows. · Achieve an average internal audit score of 90% or higher across all sites. · Support PMs/APMs in daily issue resolution and improve turnaround time. 2. Customer Satisfaction · Maintain and share a tracker of unresolved issues with client stakeholders monthly. · Foster professional relationships with society chairpersons, secretaries, and MC members to facilitate timely issue resolution. · Ensure a regular collection of customer feedback and work towards maintaining a minimum satisfaction score of >4 out of 5. · Proactively address escalations with diplomacy and urgency. 3. Liaison & Interdepartmental Coordination · Work with HR to manage employee grievances, conduct timely recruitment and ensure seamless onboarding. · Coordinate with Procurement for site-specific vendor needs, delivery follow-ups, and escalations. · Ensure periodic training sessions on-site; track participation and effectiveness. · Collaborate with the Finance team for billing queries, budget tracking, and petty cash requirements. · Drive alignment across departments and improve operational efficiency through feedback and escalation handling. Section IV: Knowledge, Experience & Skills Attitude A. Attitude & Mindset · High integrity and professional ethics · Punctual and dependable · Collaborative and approachable · Growth mindset and openness to learning · Strong ownership and accountability B. Key Competencies · Effective time and task management · Strategic delegation and team leadership · Conflict resolution and crisis handling · Analytical thinking and performance tracking · Strong interpersonal and communication skills · Excellent grooming and professional conduct · Comfortable with technology tools and platforms · Ability to have tough conversations and enforce accountability C. Qualifications & Experience · Bachelor’s degree in ElECTRICAL ENGINEER · 10–14 years of experience in operations, preferably in facility/property management or hospitality · Proven experience in leading teams across multiple locations/sites · Strong understanding of SOPs, audit processes, and operational compliance Key Personality Attributes (Skills) · Time and Task Management : Ability to prioritize effectively and manage multiple responsibilities across sites. · Effective Delegation : Empowers team members by assigning tasks clearly and monitoring execution. · Quick Decision-Making : Makes timely decisions, especially in high-pressure operational scenarios. · Problem Resolution : Proactively identifies issues and implements practical solutions. · Keen Listener and Negotiator : Actively listens to concerns and negotiates effectively to achieve win-win outcomes. · Professional Grooming and Conduct : Maintains a polished, respectful, and professional demeanor at all times. · Accountability Setting : Clearly defines roles and responsibilities, ensuring individuals are answerable for outcomes. · Conflict Management : Comfortable with difficult conversations and firm decision-making when necessary to uphold standards and performance. Show more Show less