Role: Sr. Manager Operations – Soft services

Department: Operations

Location: 1 / 2, Lalitha Nilaya, 4th Cross, RMV II Stage, Bhoopasandra, Bangalore – 560094

Preferably: Immediate Joiners

1. Operational Management

• Ensure smooth day to day operations across all clients
• Monitor Service quality and adherence to SLAs / KPIs
• Standardize and implement operating procedures.

2. Client Relationship Management

• Act as single point of contact for escalations and key accounts.
• Conduct regular service reviews and performance evaluations with clients.
• Ensure high level of client satisfaction and long-term engagement.

3. Resource sourcing & Deployment

• Oversee sourcing, recruitment and onboarding of suitable manpower.
• Ensure timely deployment and shift planning as per client needs.
• Maintain a pipeline of skilled and backup resources.

4. Training & Development

• Conduct Induction and periodic Training for staff (SOPs, Soft skills, safety).
• Roll out refresher courses and skill enhancement programs.
• Track Training outcomes and field performance post-training.

5. Quality Assurance & Compliance

• Perform regular audits and inspections at client sites.
• Ensure compliance with hygiene, safety and statutory requirements.
• Implement corrective / preventive actions based on audit results.

6. Budgeting & Cost Optimization

• Prepare and Manage site-level and regional budgets.
• Track operational expenses and control resource costs.
• Ensure profitability of operations within approved cost structures.

7. Vendor & Inventory Management

• Manage vendor performance, SLA’s and contract compliance.
• Oversee procurement and stock management of consumables, tools and uniforms
• Monitor usage and prevent inventory misuse or wastage

8. Technology & Process Improvement

• Implement digital tools for workforce and operations management.
• Drive automation and streamline manual processes.
• Promote best practices and continuous process improvement.

9. Reporting & MIS

• Submit daily, weekly and monthly reports to management and clients.
• Analyze operational data and performance trends.
• Use insights to drive decision-making and improvement.

10. Business Development Support

• Assist BD team with feasibility studies, manpower estimates and cost inputs.
• Participate in site surveys, proposals and solution presentations.
• Share operational feedback to tailor client proposals effectively.

11. Cross-selling & Client Expansion

• Identify cross-selling opportunities during routine client interactions.
• Promote additional services such as pantry, pest control, landscaping etc.,
• Support BD efforts in expanding footprint within existing client base.

12. Crisis & Incident Management

• Lead crisis response during emergencies or escalations
• Ensure timely resolution and communication with clients.
• Conduct RCA and implement preventive measures to avoid recurrence.

13. Facility Management Expertise

• Leverage extensive experience in the Facility Management industry to enhance operational efficiency.
• Utilize industry best practices to maintain high standards in facilities management.
• Develop strategies to optimize facility operations and client engagement.