ClayWorks Spaces - City Head - Operations (10-11 yrs)

City Head - Operations

Key Responsibilities:

Leadership and Team Management:

- Oversee and manage Community Managers/ Hub Managers and their respective teams across multiple locations.

- Provide guidance, support, and development opportunities to direct reports.

- Conduct regular performance reviews and ensure alignment with company objectives.

Operational Excellence:

- Oversee and supervise centre operations including front office management, housekeeping, and pantry services.

- Oversee efficient management of stocks and inventory for housekeeping and pantry supplies.

- Monitor and review operational processes, checklists, and SOPs to ensure consistency and adherence.

Financial and Administrative Oversight:

- Oversee and coordinate with finance and sales teams on invoicing, collections, receivables, and centre profitability.

- Review and approve vendor invoices and ensure timely payment of fixed and variable costs.

- Maintain and analyse MIS reports related to centre performance, occupancy status, and exit notices.

Client Engagement and Satisfaction:

- Implement and oversee quality checks to meet client deliverables and maintain high customer satisfaction.

- Plan and execute client engagement events and collaborate with third party organizers.

- Anchor client relationship initiatives, including regular feedback meetings, and address client concerns constructively.

Quality Assurance and Compliance:

- Ensure compliance with internal quality standards and client contractual deliverables.

- Oversee Quality Assurance programs and consistently achieve high service standards.

- Analyse feedback and work with the team to improve service quality.

Sales and Marketing:

- Actively cross-sell ClayWorks products and solutions to enhance client relationships.

- Monitor market and competitor activities; provide relevant reports and insights to management.

- Participate in developing and executing sales and operational strategies.

Cost Management and Facility Maintenance:

- Control operational costs and oversee facility upkeep and maintenance.

- Coordinate with vendors and staff to ensure the facility is well maintained and operationally efficient.

Qualifications:

Education: Bachelor's degree in business administration, Management, or a related field. Master's degree or MBA is a plus.

Experience: Minimum of 6-10 years of experience in operations management, with at least 4 years in a leadership role overseeing multiple locations.

Skills:

- Strong leadership and team management skills.

- Excellent organizational and multitasking abilities.

- Proficient in financial management, including budgeting and reporting.

- Strong client relationship management and communication skills.

- Ability to analyse market trends and competitive landscape.

- Proven track record in operational efficiency and quality assurance.

Key Competencies:

- Strategic Thinking.

- Problem-Solving.

- Negotiation Skills.

- Customer-Centric Approach.

- Attention to Detail.

- Adaptability and Resilience