Center Head

Designation: Center Head

Department : Client Experience and Operations

Purpose

The Centre Head is responsible for the end-to-end performance of the center, including client experience, operational excellence, service delivery, vendor management, and profitability.

Key Roles & Responsibilities

1. Client Experience & Relationship Management

• Serve as the primary point of contact for all clients in the center.
• Conduct regular client meetings to gather feedback and improve satisfaction.
• Manage the complete client lifecycle: move-in, onboarding, engagement, experience, and move-out.
• Resolve client escalations within committed SLAs and proactively identify dissatisfaction drivers.
• Drive adoption of Smartworks technology platforms such as C-SPOC and ticketing systems.
• Support renewal discussions by identifying risks, preparing client feedback insights, and partnering with Regional/City Leads.

KPIs:Retention Rate: Above 85%, CSAT: Above 4.0,C-SPOC Adoption: 100%,Survey Adoption: 100%,NPS: Above 70%

2. Operations Excellence & Service Delivery

• Ensure centre readiness through daily inspections of reception, cafeteria, pantry, washrooms, and client areas.
• Monitor housekeeping, security, pantry, and engineering services to maintain SLA compliance.
• Track ticket resolution and implement preventive actions to reduce recurring issues.
• Coordinate with internal teams for smooth delivery of soft and hard services.
• Ensure adherence to cleaning schedules, deep cleaning programs, and pantry/caf standards.

KPIs: SLA Breach: Less than 10%, Recurring Tickets: Less than 20%, Centre Readiness Audit Score

3. P&L, Revenue & Financial Management

• Own centre-level profitability including EBITDA, cost control, and revenue leakage prevention.
• Drive Value Added Services (VAS) and supplementary revenue opportunities such as meals, events, and add-on services.
• Manage consumables, utilities, and repair & maintenance expenses within budget.
• Coordinate with clients and finance teams to ensure timely collections and ageing below 5 days.
• Ensure accurate billing, supplementary invoicing, and proper documentation.

KPIs: Centre EBITDA, VAS Revenue %, Supplementary Revenue %, Collection Efficiency

4. Infrastructure, Equipment & Vendor Management

• Ensure uptime and functionality of HVAC, lighting, fire safety systems, visitor management systems, and critical infrastructure.
• Ensure 100% adherence to AMC and PPM schedules.
• Monitor vendor performance across housekeeping, security, pantry, pest control, and engineering services.
• Track purchase orders and ensure timely bill submission and approvals.
• Maintain standardization of equipment, signage, lighting, and hygiene standards.

KPIs: Vendor Compliance, Equipment Uptime, Energy Efficiency

5. Compliance, Reporting & Centre Governance

• Submit daily, weekly, and monthly reports accurately and on time.
• Ensure incident reports are submitted within 24 hours and corrective actions are implemented.
• Maintain compliance with fire safety, statutory requirements, and building licenses.
• Escalate and follow up on builder-related issues until closure.

KPIs:100% Timely Incident Reporting, Compliance Issues Closed Within Due Dates

6. People Leadership & Capability Building

• Manage centre staff and deployed manpower, ensuring discipline, grooming, attendance, and performance.
• Conduct regular team briefings and coach staff on service excellence and Smartworks standards.
• Maintain attrition below 10% and support learning and development initiatives.
• Build a collaborative and high-performance culture aligned with company values.

KPIs:Employee Attrition, Staff Deployment Efficiency, Training Completion Rate, Qualifications & Experience

Education

• Bachelor's Degree in Business Administration, Hospitality Management, Facility Management, or a related field.

Experience

• 6 to 10 years of experience in centre management, facility operations, hospitality, or client-facing environments.
• Strong experience in people management and vendor management.
• Exposure to commercial facilities, MEP basics, client servicing, and operational governance.

Required Skills

• Strong communication and relationship management skills.
• Operational excellence mindset.
• Analytical and data-driven decision-making ability.
• Crisis management and escalation handling.
• Cross-functional stakeholder management and coordination.