Handiman - Senior Manager - Soft Services - Facility Management

Senior Manager (HOD) (House Keeping/Soft services)

Head Office, Bangalore

Department Summary:

High quality service delivery is very core to the future of our business. Operations is a multifunctional department that has been positioned to plan, coordinate, control and execute all operational aspects pertaining to service delivery in security, housekeeping and utility areas and consequently strengthen client retention

Position summary:

Consistent, high quality service delivery is core to long term success of the organisation. The HOD Senior Manager position is being created to handle and manage high quality service delivery to entire Security, House Keeping & Utility areas through Area Managers. The HOD role emphasis on driving quality service, attaining client satisfaction and deliver significant growth. This role requires collaborative working and shall coordinate with other functions within and outside the organization to provide strategic direction, disciplined, regimented service delivery, process (SOP), excellence in service delivery standard and lay foundation for significant growth and ensure delivery in line with organizational objectives as follows:

Key Responsibility Areas (KRA):

1. Service Delivery High (Pre-set) Standard of Service Delivery measured as Customer Satisfaction rating, complaints handling

2. Operational control through planning, tracking, correcting processes/systems including Bench Strength, Service SOPs, On time collection, (no/low) Revenue Loss, Renewal

3. Customer Relationship: Cross Selling, Transition Management, Retention measures

4. Team Capability Building

5. Optimal resource management

Key Responsibilities & Tasks:

- Service Delivery High (Pre-set) Standard of Service Delivery measured as Customer Satisfaction rating, complaints handling

- Ensuring required deployment/availability

- Pre-deployment and subsequent training

- Daily service delivery per desired standard

- Proactive tracking of pending service issues and ensuring timely response

- Operational control through planning, tracking, correcting processes/systems including Bench Strength, Service SOPs, On time collection, (no/low) Revenue Loss, Renewal

- Timely renewal of contracts: Ensure all the AMC renewals are done effectively and timely manner by regular review with the team. Ensure standard operating procedures (SOP) while renewing the contract.

- Control Revenue Loss: Ensure there is no shortage of manpower by providing enough bench strength by doing an analysis of client category and put a mechanism to capture daily shortage to drive the team.

- Performance Management System: Conduct daily, weekly & monthly reviews with action points & Target date of completion, it has to be reviewed in periodical manner. The same should be presented in monthly review with Head operations.

- Process & Methods: Responsible for developing, training and delivering service SOPs which guarantee a minimum standards of service delivery at any given point of time. Customer Relationship: Cross Selling, Transition Management, Retention measures

- Additional Business: Ensure the team visits the client regularly, provide value additional service and maintain relationship. Responsible to bring additional business with excellent service delivery and by cross selling

- Cross Selling: Responsible for cross selling and generate revenue / new business by way of providing better service and cross selling / upselling services with existing clients. Seek references from happy customers

- Transition Management: Responsible to ensure implementation of standard process for smooth transition of new projects

- Client Satisfaction: Ensure to fulfil client requirement proactively and minimize repeated complaints.

- Key Account Retention: Responsible for Key Account Retention by understanding the client requirement proactively and addressing the customer issue within the given turnaround time. (TAT) 100% compliance on retention measures

Team Capability Building:

- Team Development: Review team on assigned task, assess their capability and institute development mechanism to align with organisation objective from time to time. Upscale knowledge and capabilities by identifying and training.

Optimal resource management:

- Selection, training, deployment of AMs, FOs. Appropriate allocation of accounts to have best fit of top A/c and top resources

- Ensure regular planning, tracking, review for On line course correction to avoid service gaps

- Direct and control worker/supervisor selection, training and deployment on projects to have revenue loss (due under deployment) under control

Academics & Qualification:

- Graduate or Post Graduation in any discipline

Work Experience:

- Minimum of 7-10 years of experience in facility management and maintenance of multiple projects. (HK/House keeping)

- Sound knowledge of Facility operation with a drive for design and delivery of documented systems & procedures.

- People Management experience (Team management of atleast 3 years)

Functional Skills:

- Analytical abilities with an eye for detail. Data driven

- Strong process and method orientation

- Effective communication, presentation and negotiation skills

- Result based approach to the work is a must

- A well-developed circle of interconnected positive relationships (In the industry)

Personal Skills:

- The quality of having and living by a code of sound moral principle (Ethics)

- High on energy

- Empathy, service orientation

- Self-driven, ownership

Age and Gender

Age: Between 35 to 40 Years

Gender: Male candidate preferred

Physical & Other requirements

- This role requires physical and mental fitness and this required extensive travelling, working late nights and over weekends whenever necessary.