Operation Manager

Reporting: Senior Manager – FMS

CTC: 60,000 per month

Job Purpose

Lead and optimize day-to-day operations of the Facility Management Services (FMS) division in the assigned region while actively driving new business growth. Ensure high-quality service delivery, strong client relationships, operational efficiency, and achievement of revenue and profitability targets through effective leadership, process excellence, and strategic business development.

Key Responsibilities And Accountabilities

• Operational Management
• Oversee complete FMS operations including maintenance, housekeeping, security, landscaping, and allied facility services.
• Develop, implement, and enforce standardized policies, SOPs, procedures, and quality & safety standards.
• Track and analyse operational KPIs; identify inefficiencies and lead continuous improvement projects.
• Ensure full compliance with statutory, health, safety, and environmental regulations through regular audits.
• Client Relationship Management
• Serve as the main point of contact for key accounts; deeply understand client requirements and expectations.
• Partner with sales & service teams to create customized solutions and successfully renew/expand contracts.
• Resolve complaints, escalations, and service issues promptly while maintaining high client satisfaction.
• Conduct periodic client review meetings to gather feedback and uncover additional business opportunities.
• Business Development
• Prospect and acquire new clients in the Gujarat
• Formulate and execute effective sales & business development strategies.
• Perform market analysis to identify growth opportunities and monitor competitor activity.
• Prepare compelling proposals, negotiate commercial terms, and close new contracts.
• Build and leverage professional networks through industry events, referrals, and targeted outreach.
• Financial & P&L Ownership
• Prepare and manage the annual operating budget for the region/division.
• Take full ownership of regional Profit & Loss (P&L) – revenue, costs, margins, and variances.
• Drive cost optimization, improve resource productivity, and protect service quality.
• Review and enhance pricing models, contract structures, and vendor commercial terms.
• Deliver accurate financial reporting, forecasting, and insights to senior leadership.
  
  

Section IV: Knowledge, Experience & Skills

Educational Qualifications

Graduate in any discipline (Hotel Management / relevant field preferred) Master's degree an advantage

Experience

Minimum 4+ years in operations management (facility management, hospitality, or related sectors preferred)

Key Competencies

• Strong leadership and team management
• Excellent decision-making and analytical skills
• Superior verbal & written communication
• Client-centric approach with strong negotiation ability
• Data-driven problem solving
• Proficiency in MS Office, ERP, and operational reporting tools
• Sound commercial & business acumen
  
  

Key Performance Indicators (KPIs)

• New business revenue & client acquisition targets achieved
• Client retention rate & satisfaction scores (NPS/CSAT)
• Regional P&L – budgeted revenue, EBITDA/margin delivery
• Operational cost efficiency & productivity improvement
• Timely resolution of client issues (SLA adherence)
• Zero critical safety / compliance violations
• Successful execution of process improvements & cost-saving projects
• Preventive vs. reactive maintenance ratio improvement
  
  

Typical Daily / Weekly Activities

• Review daily/weekly operational dashboards and site performance reports
• Lead team briefings and set daily/weekly priorities
• Conduct client site visits for inspections, relationship strengthening, and issue resolution
• Progress business development pipeline (leads, proposals, negotiations)
• Monitor budget vs. actuals and initiate corrective actions
• Coordinate with vendors and internal stakeholders for service delivery
• Handle client escalations and follow up on action plans
• Prepare MIS reports and senior management updates
  
  

Self-Image Required

Project a polished, confident, and client-focused professional image consistent with premium facility management standards:

• Appearance — Well-groomed, business/formal attire appropriate for client meetings and site visits
• Demeanor — Approachable, calm, solution-oriented, and responsive under pressure
• Presence — Credible, decisive leader who inspires trust in teams, clients, and partners
  
  

Essential Personal Traits

• High integrity and ethical conduct
• Strong results orientation and target achievement drive
• Proactive mindset with anticipation of issues
• High energy level and resilience under pressure
• Sharp commercial awareness and negotiation skill
• Collaborative team player
• Positive, solution-focused attitude
• Adaptable to changing client & operational priorities
• Creative thinking for process and business improvement