Senior Director - Operations

Senior Director - Operations 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.

• 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.

• 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.