COWRKS - Manager - Operations Manager

Roles and Responsibilities:

- A progressive professional with hospitality background and experience in hotel operations.

- The desired candidate is expected to have over 10 years of experience in developing and executing business strategy and leading large cross functional teams.

- Expertise required across various aspects of property management, facilities operations, P&L management, and customer facing operations.

- The ability to build and maintain strong client relationships is imperative.

Summary:

- Functions as the strategic business leader of the campuses.

- Leads the direct reports and liaises with the leadership team, along with corporate leadership and cross-functional teams to ensure smooth operations and management of the Campuses.

- The role ensures that operations align with the Converge vision and standards by serving as a brand ambassador and prioritizing the needs of tenants and tenant employees.

- It aims to drive operational efficiencies, increase revenue, and optimize financial performance while fostering positive landlord and tenant relationships.

- Additionally, it involves developing and implementing city/region-wide strategies to deliver products and services that surpass expectations.

Core Work Areas:

- Profitability and Revenue

- Create annual budgets.

- Develop and maintain operating budgets for city and/or regional locations.

- Accountable for meeting the campus Converge budget by coordinating with retail leasing, marketing, training, technology, and other teams to execute campus amenities, activations, promotions, and events.

- Prepare and review reports along with financial statements to determine performance against budget.

- Prepare departmental budgets and objective manuals with constant review and observations.

- Executes and monitors Capital expenditure projects, preventative maintenance, energy conservation and other controllable expenses.

- Analysing and strategize for reduction in operations cost.

- Develop RevShare or Minimum Guarantee based Income streams by managing amenities and services.

- Play an active role in leasing of the retail/office spaces in accordance with the approved business plan for city/regional campuses.

- Operations and management

- Ensures effective management and operations of all facilities and operations of the campus in the city/region.

- Ensures the building operations and facilities management, keeping with the Converge vision and standards.

- Prepares and implement lobby and F&B, related strategies in terms of campus experience.

- Creates, develops, and implements Monthly SLA, Management report & other operation related formats and reports in concurrence to client process guidelines.

- Adhere to all safety standards and procedures established by the campus operations team for execution of events and other activities on campus.

- Manage all vendor, sub vendor & contractor to ensure they follow all standards and procedures laid out by the campus operations team.

- Involve campus operations and safety team for all activation/events at the campus from concretization phase and have a monthly meeting with operation and safety team.

- Prepares and implements agreements for all space on hire and marketing plans; monitor all agreements, AMCs and plans for effectiveness.

- All events/SOH needs to be discussed with campus/regional marketing team before execution and have a monthly meeting with marketing team on upcoming activation.

- Plan and execute events according to the campus strategy, including one marquee event annually.

- Carry out weekly walk through of the campus along with campus operations team, same needs to be documented and followed up for closures with campus team.

- Work with campus operations team to ensure look and feel of the campus is elevated.

- Work closely with city/regional training resource to ensure training systems and procedures are in place for smooth operations and service excellence.

- Plan and executive new activations/service at the campus.

- Support the COWRKS transformation and marketing teams in deploying and promoting the Converge app on campus.

- Coordinate with retail vendors and assist the transformation team in onboarding amenities and services onto the Converge app.

- Collaborate with the procurement team to ensure optimal campus expenses and timely delivery of all purchase orders to vendors before activity commencement.

Leadership and team management:

- Work closely with corporate, city resources and internal stakeholders to develop and execute effective operations strategy.

- Lead the campus team to develop strong operational processes, increasing efficiencies across all service-related areas.

- Create a culture of continuous learning that brings operational efficiencies.

- Develop KPIs and metrics to drive operational excellence, productivity, process improvement and service levels.

- Driving brand partnerships and alliances for enhanced client experience and customer delight.

- Develop initiatives that impact people, process, productivity, and service levels.

- Leading the campus team's resources to train new and existing staff of various operational processes.

Tenant experience:

- Collaborate with tenants and their employees to enhance engagement and curate amenities and activations that motivate employees to return to the office.

- Accountable for conducting the tenant engagement survey and will be responsible for the scores achieved during the survey by a third party.

- Utilize this data to develop trends and insights that will drive continuous improvement in the campus performance.

- Assist Customer Relationship Manager to liaise with tenant and support COWRKS transformation team on onboarding tenants onto the Converge app.

- Obtain regular feedback for all amenities and services deployed at the campus.

- Design and implement campus operational procedures and programs to ensure service consistency in all areas.

- losely work with internal stakeholders and functions to ensure the smooth functioning of all departments and collaboration in service.

- Motivate employees to play a central role in customer care by bringing superior organisational skills, attention to detail, and passion to delight.

- Safety, Environment and Compliance

- Ensure all Fire, Health Safety, Environment compliances.

- Social Responsibility and Sustainability.

- Ensuring compliance with all legal requirements in connection with operations.

- Ensure all Compliances, Internal & External Audit controls.

- Guiding and supervising maintenance of the facilities.

Behavioural Attributes:

- A self-starter with the ability to act autonomously.

- Demonstrated understanding of business and strong commercial acumen.

- Ability to understand complex situations and make sound business decisions.

- Communicates clearly, negotiates persuasively, builds, and maintains relationships internally and externally.

- Exemplifies Personal Drive and Integrity - Self-motivated and outcome oriented.

- Achieves Results, implements change, has ability to identify and clarify ambiguities; Closure and delivery focused.

- Accuracy and attention to detail; has ability to manage several complex or high-priority issues simultaneously.

- Confident decision maker.

- Excellent written and verbal communication skills.

- Ability to work well under pressure and to re-prioritize multiple tasks.

Preferred qualifications:

- 3 years or above bachelor's degree - Tertiary qualifications in hospitality, property, building or facilities management would be an advantage.

- 10 years of relevant work experience leading large cross functional teams.

- Strong Customer Service focus and excellent client relationship management is a must.

- Good communication skills, excellent organizational skills, broad knowledge of business functions.

- Demonstrated experience with continuous improvement initiatives and progressive mindset is highly desirable