Estate Manager Residential Gurgaon

EM role in residential societies facility management, with a focus on customer complaint resolutions, escalations management, regular customer engagement, meetings with key stakeholders and RWAs, feedback mechanisms, and implementation:

To Manage Day to Day Operations:

• Ensuring manpower at the site is enabled to face challenges by guiding, grooming, developing and supporting them as and when required.

• Ensure proper signoffs for attendance and all the required details for compliance submission. • Ensuring timely submission of approved vendor invoices to office and following up for the payments.

• Ensuring Accuracy of billing information.

• Manpower planning for the site (playing a major role in their hiring process etc.)

• Conducting daily site rounds to ensure proper maintenance of all structures/ building facilities and services are carried out.

• Ensure proper teamwork for all the facilities.

• Work closely with the GM / HO / SME/ Training teams and ensure closures of all required reports.

• Creating and submitting the daily management report (DMR) and the monthly management reports (MMR).

• Resolving emergency maintenance matters with urgency.

Customer Dealing & Grievances redressal:

• Dealing with occupants queries in verbal/ written form.

• Ensuring robust complaint management process is in place and is followed meticulously

• Communicating and circulating information to occupants authorities on operational complications.

• Reviewing and ensuring data (hard and soft copy)/ e-mails/ client files are updated.

Financial Controls:

• Formulating suitable budgeting controls and Monitoring SLAs & KPIs for outsourced agencies
towards effective service deliverance.

• Assisting GM in creating the annual budget for site operations and formulating strategies for effective management.

• Creating business continuity plans.

Vendor Management:

• Maintaining service level agreements and keeping performance indicator scores above excellence.

• Ensuring timely renewal of the agreement, submission of invoices and follow-ups for the payments.

• Overseeing all vendor quotations and invoices.

Health & Safety:

• Ensuring health and life safety regulations/ manuals are adhered on site

• All risk assessment recommendations are implemented and enforced for compliances.

• Facilitate the services under the Slogan No Safety No Work.

• Overall Coordination for smooth operations running:

• Maintaining exemplary relationship management with projects, consultants, contractors, govt. authorities, statutory agencies for ease and smooth operations and maintenance of the property.

• Coordinate and maintain the as-built drawing and transition document library.

• Coordinate with all stakeholders for each & every site requirement fulfillment.

These KRAs are designed to ensure effective management of residential facilities, promote resident satisfaction, and drive continuous improvement in facility management practices through proactive engagement and responsive service delivery.