Senior Director - Operations

Job Title

Senior Director - Operations

Job Description Summary

We are seeking a dynamic Senior Operations Director to lead our national operations portfolio for Occupiers and Investors. This role is crucial in ensuring optimal performance, strategic asset management, and high client satisfaction.

Job Description

Key Responsibilities:

• Operational Excellence & Growth:
  • Ensure timely invoicing and payment collection to avoid bad debts.
  • Review KRAs & SOPs implemented on-site and assess the quality of manpower deployed.
  • Track performance against established regional measures on collection, client escalation, and operational performance.
  • Ensure no loss of accounts and improve client retention.
  • Bring industry knowledge, market intelligence, and trend analysis for business impact assessment.
  • Develop and execute strategies for profitable growth for existing clients.
  • Attend key business pitches and presentations.
  • Renegotiate terms and conditions in fixed MF contracts.
• Relationship Management and Contingency Handling:
  • Manage relationships and handle escalations with clients. Act as the final escalation point for all clients
  • Troubleshoot and handle contingencies in critical incidents at sites.
  • Prioritize top 20-25 clients to bring growth and flawless service delivery.
• People Management and Leadership Development:
  • Maintain strong functional and operational leadership.
  • Identify, retain, and develop high-potential employees.
  • Build a culture of collaboration and trust among teams.
  • Handle grievances effectively and create a positive, inspiring, and engaged work environment.
  • Ensure HR process compliance.
• Responsibility for HSSE:
  • Ensure health, safety, and security for all C&W and vendor employees at sites.
  • Follow all statutory provisions for environment health and safety at all sites.
• Due Diligence and Compliance:
  • Ensure 100% statutory compliance.
  • Ensure process compliance.
  • Adhere to the corporate governance framework.

Ideal Candidate Profile:

• Engineering degree in Civil/Electrical/Mechanical from a reputed university (Essential).
• Around 18+ years of relevant experience in reputed IPCs from an Occupier and Investor background (Essential).
• Experience in handling a similar or larger role for at least 2 years (Essential).
• MBA or similar postgraduate professional qualification in Management from RICS or other reputed institutes (Desirable).
• Bias for technology and sustainability.
• Knowledge of the latest tech in FM space.
• Experience in driving sustainability initiatives.
• Capability to build and drive Occupier and Investor Operations strategy in alignment with APAC business objectives.
• Ability to build healthy relationships with senior management teams of clients and manage escalations.
• Business understanding and knowledge of legal and governance frameworks, with a focus on labor and building laws.
• Understanding of energy management, & EHS.