National Head - Operations - Facility Management

Role Purpose:

The National Head - Operations owns Pan-India Service delivery, Client Retention, Operational Quality, and P&L performance across Unify's soft-services and Technical services business. The role is accountable for enabling manpower solutions and process hygiene across the regional P&L structure, driving service quality through training and technology-enabled solutions, ensuring successful new-site transition and stabilisation, owning key client relationships to eliminate management-level escalations, and building disciplined performance-review and people-progression systems across the regional leadership team.

Key Responsibilities:

1. Pan-India Regional P&L Leadership:

- Drive and own pan-India regional P&L performance through the Regional Heads across the North & East, West, and South zones.

- Set and cascade annual operating and growth targets by zone/region, aligned to Unify's overall business plan.

- Devise and institutionalise a structured monthly performance review mechanism for Regional Heads - covering revenue, margin, manpower fill/attrition, SLA compliance, and client health - with clear escalation and course-correction protocols.

- Ensure consistent operating rigour and accountability across all regions and zones, regardless of scale or maturity.

2. Soft Services & Technical Vertical - Service Delivery & Quality:

- Own end-to-end service delivery quality across the soft-services (housekeeping, security, pantry) and technical services verticals, pan-India.

- Enable manpower solutions - sourcing, deployment, fill ratio, and attrition management - in partnership with Regional Heads and the Talent Supply Chain function.

- Drive process hygiene and standardisation of SOPs across all sites and regions.

- Own the Mall Vertical's operational performance as a distinct, high-visibility business line within the portfolio, given Unify's position as the #1 facility management provider to malls in India.

3. Training, Quality & Customer Experience:

- Partner with the L&D Head/Training function to build and continuously upgrade training programmes that lift service quality and consistency across the frontline workforce.

- Champion customer-experience elevation of the workspace - going beyond baseline service delivery to actively differentiate Unify's offering.

- Identify and pilot the latest consumables, chemicals, and technology-based housekeeping equipment, and drive adoption of proven solutions across the regional network.

- Offer clients innovative soft & technical service solutioning that strengthens Unify's value proposition beyond manpower supply.

4. New Site Transition, Mobilisation & Stabilisation:

- Own the Transition function end-to-end - new site survey, mobilisation planning, manpower deployment, and stabilisation - through the Transition Manager and regional teams.

- Ensure every new site achieves steady-state service quality within the defined stabilisation timeline, minimising early-stage client dissatisfaction or churn risk.

- Build a repeatable, standardised transition playbook applicable consistently across soft-services, technical sites.

5. Key Client Relationship & Escalation Management:

- Maintain direct, personal relationships with Unify's key/strategic clients, in partnership with the KAM function, to ensure seamless operations and pre-empt service issues.

- Act as the senior-most operational escalation point, proactively resolving issues at the operating level to eliminate the need for management-level escalation.

- Represent Unify in senior client governance forums - business reviews, renewal discussions - alongside Regional Heads and KAMs.

6. Oversight, Control & Reporting:

- Build and maintain a structured operational control framework - dashboards, MIS, and review cadences - spanning all regions and verticals.

- Own consolidated pan-India reporting on service delivery, quality, financial, and people metrics to the Managing Director.

- Institutionalise a feedback loop from ground operations (Regional Heads, Operations Managers, Field Officers) back into policy, training, and process design.

7. Collections, Invoicing, Contract Management & Revenue Optimisation:

- Own operational accountability for collections and DSO performance across the regional portfolio, working closely with Finance/Billing and Regional Heads to resolve blockers.

- Oversee contract management and renewal health across the client base, partnering with the Contracts/Commercial function to protect margins and minimise churn.

- Identify and drive revenue-optimisation opportunities - cross-sell, upsell, rate corrections - across the existing portfolio, in coordination with BD and KAM.

8. People Progression & Talent Development:

- Own the people-progression agenda for the operations organisation - building career pathways from Field Officer through Operations Manager to Regional Head.

- Identify and actively develop high-potential talent across regions, ensuring a strong internal leadership pipeline, consistent with Unify's internal 'Grow Program' philosophy.

- Partner with HR and the L&D/Training function on structured development interventions for the regional leadership bench.

Performance Scorecard - Key Result Areas (KRAs):

Performance in this role will be evaluated against the following parameters, reviewed on a monthly/quarterly and YTD basis:

- 1. Pan-India Revenue & Margin: Actual vs. approved annual operating plan: Per approved business plan

- 2. Regional P&L Consistency: Performance spread across North & East / West / South zones: Minimise underperforming-region variance

- 3. Client Retention / Escalation-Free Operations: Key-account retention; escalations reaching MD/Board level: Zero avoidable management-level escalations

- 4. New Site Transition TAT & Stabilisation Quality: Time to steady-state; post-stabilisation client feedback: Within agreed mobilisation/stabilisation timeline

- 5. Manpower Fill Ratio & Attrition (Pan-India): Fill ratio vs. sanctioned strength; attrition trend: Maintain healthy fill ratio; attrition at/below benchmark

- 6. Collections / DSO Performance: Portfolio-wide collections against defined timeline: Dues cleared within approved DSO plan

- 7. Regional Head Review Cadence & Compliance: Monthly performance reviews conducted and actioned: 100% cadence adherence across all Regional Heads

- 8. Leadership Bench Strength: Internal progression/succession readiness across regions: Defined successor identified for each Regional Head role

Candidate Profile:

Experience:

- 15 - 22 years in Facility Management, IFM, or another large, manpower-intensive services business, with demonstrated experience owning a pan-India, multi-region P&L through a layered regional leadership team (Regional Heads/AVPs).

- Experience spanning both soft-services and technical-services verticals.

- Track record of leading large-scale site transitions/mobilisations and managing CXO-level client relationships.

- Demonstrated experience building structured performance-management systems for a distributed regional leadership team.

Skills & Competencies:

- Pan-India, multi-region P&L leadership through layered teams.

- Structured performance-management system design and operational governance.

- Service-quality and training-programme leadership.

- Key-account/CXO relationship management and escalation resolution.

- Transition and mobilisation programme management at scale.

- Commercial acumen - collections, contract management, revenue optimisation.

- Talent development, succession planning, and organisation-building.

- Data-driven operational control - dashboards, MIS, structured review cadences.