Regional Manager operations

1. Role Purpose

The Regional Manager is accountable for the complete operational, financial and client-service performance of all TCFM sites in the assigned region. The role ensures consistent delivery of integrated facility management (soft and technical services), drives profitability and client retention, builds a high-performing leadership bench, and embeds TCFM's operational excellence, compliance and quality standards across every site.

2. Key Responsibilities

Operations & Service Delivery

• Own end-to-end delivery of soft services (housekeeping, security, front-of-house, pantry, landscaping) and technical services (MEP, HVAC, electrical, fire and life safety, BMS) across the region.
• Ensure all sites meet contractual SLAs, KPIs and service-level standards; review performance through structured MIS, dashboards and site audits.
• Standardise SOPs, checklists and reporting formats across sites for consistent quality.
• Lead mobilisation of new sites: manpower planning, recruitment, training, tools and consumables, and go-live readiness.

Financial & P&L Management

• Own the regional P&L: revenue, gross margin, manpower cost, consumables and overheads.
• Prepare annual budgets and forecasts; track monthly variances and implement corrective actions.
• Drive cost optimisation, billing accuracy, timely invoicing and receivables collection.
• Identify and execute upsell and additional-scope opportunities within existing accounts.

Client Relationship Management

• Act as the senior escalation point and primary relationship owner for key clients.
• Conduct regular governance meetings, quarterly business reviews and site visits.
• Resolve escalations quickly; drive client satisfaction and renewals.
• Support business development: site surveys, solutioning, costing, proposals and RFP responses for new opportunities in the region.

People Leadership & Development

• Recruit, coach and develop Area / Site Managers and supervisors; build succession plans.
• Ensure adequate manpower deployment, attendance control, attrition management and productivity.
• Oversee training programmes, skill certifications and performance appraisals.
• Foster a culture of accountability, safety and customer focus.

Quality, Compliance & Risk

• Ensure compliance with statutory and labour laws (PF, ESIC, minimum wages, contract labour regulations, etc.), client contracts and TCFM policies.
• Enforce HSE standards; drive zero-incident culture, safety drills and incident investigations.
• Conduct internal audits and ensure readiness for client and third-party audits (ISO and equivalent).
• Manage insurance, licences, permits and statutory registers.

Operational Excellence & Technology

• Implement Lean / Six Sigma and continuous improvement initiatives to improve productivity and reduce waste.
• Drive adoption of CAFM / helpdesk systems, digital checklists, IoT and automation tools.
• Support the organisation-wide OpEx framework and share best practices across regions.

Vendor & Asset Management

• Manage vendor and subcontractor selection, performance, rate negotiation and compliance.
• Oversee preventive and predictive maintenance schedules, AMCs and asset life-cycle management.

3. Key Performance Indicators

• Regional revenue, gross margin and EBITDA vs. budget
• SLA / KPI achievement and client satisfaction (CSAT / NPS)
• Client retention and new business wins
• Collections and DSO
• Manpower attrition, attendance and training hours
• Safety record (LTIFR, incident count) and audit scores
• Statutory compliance, with zero major non-conformances
• Cost savings and productivity gains from improvement initiatives